FAQ
FICTION: Customers don't want to hear our "commercials".
FACT: 88% of customers surveyed preferred "On-Hold" messages to silence or plain music and often respond with, "I didn't know you did that." Have you ever heard that?
FICTION: We only put customers on-hold for a short time, or rarely do we put anyone on hold!
FACT: Most of our clients strive for that same goal, as they are very customer service oriented. But, for that occasional time that someone, and maybe their best customer, wants to wait on hold to speak to the boss, they want to extend that same “great customer service” by providing a pleasant and informative hold-time for the caller.
FACT: Most companies have internal hold-time to research inquiries, like: is it in stock? what is the price? did it ship? Or maybe they need to speak to a specific person or department to quickly solve a problem. Our clients have found that most customers would rather wait on hold for a few moments to speak to the person rather than going to voice mail in order to complete the objective. It can be frustrating to leave a voice mail and to have the call returned hours later when their thoughts are onto something else. Do you have internal
hold?
FICTION: I'm not sure this can increase sales.
FACT: Our clients declare a 10% to 75% increase in requests for products and services mentioned.
FICTION: Silence is best.
FACT: Callers don’t like being put on hold with silence and in fact, after a few seconds they perceive that they have been disconnected.
FACT: Leaving a prospect in silence results in a 60% abandonment rate and 1/3 will not call back.
FACT: Research shows that music does keep your caller on the line 30 seconds longer, and
information keeps them there for over 4 minutes.
FICTION: Radio is cheaper.
FACT: Aside from legal issues, the radio can be very annoying due to static, choice of station, or a competitor's advertisement, and does not promote YOUR business.
FICTION: I'm extremely busy and can't be bothered with writing messages.
FACT: Our professional, creative copywriters do all the work for you. The process is very easy.
FICTION: We can't afford such a system.
FACT: Compared to advertising in newspapers, trade publications, yellow pages, or even direct mail, our program is inexpensive, more effective and gives immediate results.
FICTION: I don't have time right now.
FACT: Finding time for "non-critical" business decisions is difficult. However, our clients have found that the few moments it took to implement our program was time well spent. You’ll know within the first 20 minutes of our meeting if this is something you’d like to move forward with.
FICTION: We already have an on-hold message playing.
FACT: That’s great! We are the company that provides timely production changes, making it easy and convenient to update your messages. Let me ask when was the last time you changed your message? Let us prove to you the importance of updating your message.
FICTION: We don’t have any monies available for that.
FACT: The cost for our service is very inexpensive and virtually none of our clients list this as a budget item.
FICTION: Quite frankly, I have more business than I can handle now.
FACT: Good for you! We have been told that by many companies that are now clients. We helped them by analyzing their customer base and profit centers and uncovered those customers that were not very profitable. We build marketing campaigns to focus on more profitable business so that they could “fire” those time wasting accounts. Sometimes our clients are so very busy that they can’t develop a better way. We can solve that problem for you, too!
