PHONE CALL ABANDONMENT STATS
Gartner research identified that even the most effective sales centers have phone callers waiting an average of 36 seconds. Captivate Connect analysed nearly 4 million phone calls placed on hold across three continents, across different industries. The average phone call waiting time was 45 seconds for medium-sized businesses. Phone calls to sales lines waited less, while phone calls to service, support or admin extensions waited longer.
Of the three main communication channels with customers, less than 1% of customer experience (CX) budgets are spent on the telephony channel despite the fact that 33% of business is done over the phone.
Introducing interactive phone audio solutions will achieve an increased engagement with clients and reduce phone call abandonment rates. A few phone audio solutions include:
- Jukebox – let the phone caller pick the music they want to listen to.
- Promotional messages – custom messages that update automatically (e.g. holiday season opening and closing dates).
- Podcasts – callers pick a podcast to listen to while they wait on hold.
- Quiz – a fun way to engage and entertain phone callers on hold.
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