Most of us don’t like being on hold. We also hate doing the phone tree thing only to get voicemail and the likelihood our call will not be returned.
The audio branding specialist PHMG said its research said in North America on average people are put on hold 70% of the time. Those on hold are forced to wait 28.39 second before an answer.
And how are those on hold treated when calling insurance companies?
• 27% get a series of beeps to let them know they’re still on hold
• 24% leave the caller in silence
• 24% use generic music
• 22% have those on hold listen to a ringing phone
PHMG CEO Mark Williamson said for insurers and insurance agencies this isn’t good. Their customers and potential customers deserve and want ease and comfort.
“The research results do not reflect particularly well on the insurance sector, as few firms appear to be employing a best practice approach to call handling. It’s worrying that customers are being left on hold for almost 28 seconds as this can be a major irritation for customers, but what makes matters worse is that they are left in silence or listening to poor-quality music, which increases the risk of hang-ups,” he said.
How important is it to make sure that calling experience is positive? A previous study by PHMG found 59% will not do business with a company again if their first call doesn’t end satisfactorily.
Source link: PropertyCasualty360.com