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[Case Study] How Do You Reduce An Average Hold Time Of 45 Minutes To Mere Seconds?

Posted by Joann Fussell on Oct 5, 2017 8:00:00 AM

How We Reduced Average Hold Time From Nearly An Hour To Mere SecondsWhile never putting a caller on hold may be the ideal in when it comes to customer service, we all know that it’s just not always realistic. Every business has spurts of busy times when the phones are ringing off the hook, or when staff members are simply tied up with other tasks and simply can’t answer calls.

Then there are times that both of those scenarios occur simultaneously. It’s during those times that hold times are often the longest, leaving customers irritated and staff overwhelmed. Couple that with the fact that 34% of callers will hang up if left on hold for more than a minute or two, and the situation becomes a potential customer service nightmare if it goes on long enough.

That was the case with a mid-sized college that reached out to Voice Link. As with many colleges or universities, their administrative staff had become overwhelmed with keeping up with mounds of applications, student records, and campus events. On top of that, their phone call volume was more than they could handle with expectant students or parents calling during peak times like admissions or graduation.

The average wait time for their callers was a staggering 45 minutes!

Callers were complaining, understandably. Worse yet, prospective students started to wonder if this was the level of care and communication they should expect on campus. The staff knew that this was a problem they had to fix.

Luckily, hiring a live answering service was a quick and easy solution. The receptionists at Voice Link reduced hold time from the average of 45 minutes to 11 seconds.

We did it the same way we help any business in any industry reduce hold times while also providing friendly, professional customer service. To see our strategy, view the free case study by clicking the link below.

View The Case Study

If you’d like to learn more about how to reduce the hold time for your customers, contact Voice Link of Columbus, Inc. We offer month-to-month service agreements to meet the needs of any business regardless of size, 24/7, 365 days of the year.

Customized communication solutions, appointment scheduling, and secure HIPAA/HiTech messaging saves you time and money while improving customer satisfaction and loyalty. Our excellent reputation, expert staff, and state-of-the-art technology will exceed your expectations. Request information online or call us at (800) 262-2799 for a free consultation.

 

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