When it comes to up-skilling in the workplace, you don’t need intensive workshops and or week by week mentorship for the majority of training on how to answer a phone. That method is only okay if you’re looking for a piece of paper that’ll offer you a n expensive tax break. Lets think about Training videos Vs On-Hold & AA Messaging
To transform all-important skills into habits, I’ve found it’s worth investing in something you (or your staff) can engage with daily and make a habit out of. I’ve seen more businesses than ever opting for video training – and with good reason. It saves a lot of money, the videos engage viewers to get maximum effect, and those employees are able to revisit the training as often as they like – cementing what they’ve learned and building habits faster.
Remember that there is no magic bullet for learning a new skill. The timeline is flexible, so you should be too.
As good as video training is for the organization to increase working skills, phone communication skills still rank at the top for building relationships with the present and future customers. To do that video training can help but one aspect that is often over looked is the need for a great on-hold messaging system. On-hold systems with pre recorded phone messages that engage the customer’s interest mixed with music on-hold is a must. Voice greetings that give the same consistent message 24/7 for 365 days a year is a skill that is hard to duplicate with videos and personal habits.
The need for Auto Attendant and On-Hold Messaging
You’ve probably called a business only to be put on hold, where you heard no music or engaging message, but dead air. It’s unnerving! You might wonder if you’ve been disconnected, or if you’ve even entered in the correct number. But, did you know that 60% of callers who are put on hold with no messaging or music will hang up, and 16% of callers have made a purchase based on an on-hold marketing message.
When People first call most will hit either a Auto Attendant or live person who might or might not be skilled to answer the phone. From there….
All businesses have to place callers on hold from time to time, whether that is simply transferring a call to another member of staff, resolving a query or perhaps all the lines are busy. Many businesses still operate with very dated on-hold music or some with no on-hold messaging at all. This leads to customers becoming fed up and often hanging up on the call, resulting in a possible loss of business.
A professionally recorded, on-hold service can not only improve your call handling experience for your customers but it can also become a fantastic marketing tool: it’s a great way of keeping your customers informed (about things such as opening times or amendments, to products or services), and can also provide an upselling opportunity. For example, a customer may not realize that your business offers several other services that may benefit them and whilst you have them on hold you have their undivided attention.
On hold marketing, is an effective advertising method that will complement other advertising methods such as branding. Advertising on hold is advantageous in that you do not need to pay a salesperson to do your promotions, meaning you get to save money; you do not need to train anyone, pay for holiday time or any other perks an employee may have. All that you need for on-hold marketing is a recorded message. In the message, you will be able to enhance the image of your business, and the brands you are offering, promote the company website and its special features, motivate your customers so that they can act, promote a new product, and talk about your strengths and specialties.
Training videos Vs On-Hold & AA Messaging will always be a debate but a great phone messaging plan including an Auto Attendant to answer the phone and an On-Hold message will help with your customer service and your bottom line.