When customers call your business they are seeking a quick response. They might have to place an order, schedule a service appointment, request an invoice, or seek assistance with an immediate problem. When they are holding for longer than a few minutes, or when the caller is passed from one person to the next, they soon get frustrated. Many times, they just hang up and call the other competitor.
The long hold time isn’t just a customer service problem. They impact on your productivity, sales, employee morale and your company’s reputation. These issues can often be signs of an outdated communication system for a growing business, and not just a lack of effort on the part of employees. A small business VoIP system can be one of the first places to stop many of these common business communication problems before they impact your customers.
Why Customers End Up Waiting on Hold
In most businesses, waiting isn’t something that is done intentionally. Rather, it occurs as a result of minor operational issues, which build up throughout the day.
We’ve seen businesses where every call has to be transferred manually by the person answering the phone. Staff put callers on hold as they look for the correct staff member, but find they are not available. In other instances, you’ll have to repeat your problem several times as departments do not share information.
The delays can be even more noticeable during busy times. You can end up with a backlog, with slowing response times for everyone else, if you miss one call. For a small business, it is important to invest in the proper VoIP phone system that helps route calls more efficiently so customers reach the right person sooner.
The Hidden Business Costs of Long Hold Times
Every extra minute a customer spends waiting carries a cost that often goes unnoticed.
A potential customer can hang up the call before speaking with sales. When a client already has a service problem and is waiting for it to be fixed, they might choose to find another service provider to provide faster service. Employees are spending hours apologizing for delays, rather than problem-solving.
Long holding times also result in internal inefficiencies. Staff members often have to use the desk phone, email, mobile phone and messaging services to find out who they want to talk to. All of this back and forth not only disrupts the workflow but also slows everyone down.
A dependable VoIP phone system resolves these communication constraints by providing more visibility into a call’s status, availability, and routing. This ensures that employees can respond in time without any delays.
When Outdated Systems Slow Everyone Down
Many businesses assume long customer hold times are simply part of a busy workday. In fact, outmoded communication can cause needless delays with both employees and customers.
- Employees switch between desk phones, voicemail, email, and mobile devices to locate the right person, slowing response times.
- Manual call transfers can create the risk of putting your customers on hold several times.
- Employees working remotely can’t easily attend business calls causing missed opportunities and longer wait times.
- Receptionists get overloaded with calls that may be automatically directed.
A small business VoIP phone system simplifies these everyday tasks and enables calls to be directed to the appropriate employee more quickly. This translates to shorter hold times, seamless operations, and improved customer and employee experience.
Better Communication Creates Better Customer Experiences
Customers do not know all the details of a good telephone call, but they do remember how easy it was to obtain help.
A smoother experience occurs when calls reach the right employee the first time. No need to repeat info, wait for several different lines or not know if anyone is available.
For over 50 years, at Maryland Telephone, we have helped businesses make day-to-day communication more effective without increasing complexity. We want to take the time to understand the way your employees work and provide solutions that work for your business instead of having to change the way that you work.
A small business VoIP phone system can help save businesses from needless transfers, boost response rates and provide employees with the necessary tools to connect all day.
Choosing a Communication Partner That Supports Your Business
Technology is just one component of an effective communication plan. The way it’s put into practice and sustained is just as important.
Many companies have difficulties after installation because users are not well-trained, nor can they find answers to the questions that arise. This may result in the inconsistent adoption and missed opportunities to improve daily operations.
At Maryland Telephone, we approach implementation to onboarding, training and support with a hands-on method. We feel the best way to help your team get used to new systems and keep communication running smoothly over the long term.
A scalable VoIP phone system for small business can scale as your business grows, allowing you to easily manage new employees, new locations, and increasingly demanding customer expectations. This helps you grow your business without impacting day-to-day operations.
Conclusion
Long customer hold times are seldom the fault of just one busy employee or one bad day. In most cases, they are simply a result of communication processes that are not keeping up with a growing business. Repeated calls, tools that don’t connect, slow transfer, and missed calls make for a frustrating experience for customers and employees, too.
The right small business VoIP phone system can make all these challenges easier to manage, make communicating simpler, more responsive, and more efficient. Customers get the right person to them quicker, which means that workers don’t have to waste time on call issues, but can focus on providing the service that your business is known for. This is preferable for your team, your customers, and your long-term success.