Company Strategies: Who has the Most Dropped Calls?

Dead air on a phone line means lost revenue whether your company is Verizon Wireless, Cingular, T-Mobile or you’re a privately or publicly owned company. But, every call that’s lost isn’t always lost because of a poor signal or phone connection. Many of the dropped calls by companies are lost when customers, clients, or job candidates are placed on hold or transferred. Here are some quick tips that may help you to prevent losing your important calls.

Stop dropped calls -  Putting your caller on “hold”:

 

1. RESPECT your caller - ASK them if you can put them on hold and give them an estimate of how long it will take you to return to their call. “Would you mind if I put you on hold, while I get that information (or person) for you? It should only be a couple of minutes.”

2. LISTEN to your caller - If the caller does not agree to be put on hold, ask them if you can call them back at a day and time that is convenient for them. If they agree to let you call them back, be sure that you have their correct name and phone number. Before you end your call, repeat their name and phone number before you end your call. “Thank you, Mr. Sullivan, I will talk to you on Monday at 10 a.m. at 555-555-5555. Confirm that you have the right contact information by repeating their name and phone number before ending your call. Be sure that you call them back at the day and time that both you and your caller have agreed upon.

If your caller agrees to be put on hold, thank them!

3. REMEMBER your caller - Don’t leave your customer in limbo for more than two minutes without asking them if they can continue to hold. Two minutes may not seem to be long time, unless you’re the person who is waiting for someone to speak to!

4. THANK your caller - When you are able to return to your caller, show your appreciation for their patience and your respect for their time. “Thank you for your patience”. “Thank you for holding. I apologize for the delay”.

5. RECOGNIZE your caller - When you’re able to take the caller off of a hold, address them by name and thank them. It shows your caller that they are important to you. It also insures that you don’t give them information intended for someone else. “Ms. Marshall? Thank you for holding.”
 

Stop Dropped Calls - Transferring your caller to another extension:

1. ASK your caller - “Can you hold while I transfer you?”

2. SECURE your caller - “I am going to transfer you to Mr. Robert’s office. If we lose our connection, you can reach his office at extension 301.” Of course, you should only give out an extension number if that’s ok with Mr. Roberts.

3. THANK your caller - “Thank you for calling XYZ Company. I will transfer you now. Have a great day”.