Transferring a call isn’t always a good thing. When a caller feels like they are being sent all over the place just to place an order or get an answer to a question, trust is destroyed.
When this happens, it could cost your business sales. Of course, you need to be able to transfer calls, but it needs to be limited as much as possible. Here’s how you can limit your call transfers and protect sales.
Live Person Answering the Phone
The first thing you need to do to limit call transfers is have a live person answering your calls. This will help you get the most out of every caller and you won’t have to worry about losing sales opportunities.
A live person answering the phone is an automatic trust builder with callers. In addition, this person is capable of answering questions, taking orders, scheduling appointments and making sure the caller is happy.
However, you don’t want to put somebody in charge of answering the phone and immediately transferring the call. Instead, they need to be able to take care of many basic things. This will eliminate the need to transfer the call, unless it’s absolutely necessary.
Publish Extensions and Separate Numbers
If you have departments for different types of services, a separate number or extension can help eliminate transferring calls. Maybe you have a sales department, technical support department, and customer service department that all have different numbers. Publish these numbers on your website and you are more likely to get callers willing to call the department they need instead of being transferred.
Hire a Virtual Receptionist Team
A team of virtual receptionists can make a huge difference when it comes to taking advantage of sales opportunities. Your team will be able to answer many general questions, schedule appointments, take orders and take care of many other customer service issues.
Of course, they can transfer the call, if necessary. However, you can have your virtual receptionist team set up to take a message and deliver it. This actually builds trust when the customer gets a call back that was promised to them.
Better Hold Message
Since you know some calls will need to be transferred, you need to address how you will handle these calls, as well. When a caller is put on hold in order to transfer them to the right department, they need to hear the right message. Hold music isn’t a good idea when you could be selling something to them during this time.
Using your hold message to promote a new product or a flagship product is a great way to keep the caller’s attention. They may actually end up spending more with your company instead of hanging up because they are on hold too long.
Shorter Hold Times
Another thing you should look into, if you want to take advantage of all sales opportunities, is the amount of time callers are on hold. If this can be limited to less than 15 seconds, you won’t lose many callers. However, when it extends past 60 seconds, you are likely to see callers hang up and call back or never call back again.
Getting your staff on the same page and making sure they understand what is necessary will go a long way. You want hold times to be at the lowest possible. Make sure you train employees to give priority to transferred calls.
Why a Virtual Receptionist is the Best Choice?
After training a virtual receptionist team to handle incoming calls the proper way for your company, you won’t have much to worry about. They will take care of everything you need without transferring calls unless it’s necessary. This professional will also stay on the line until the call has been answered by the other party, which goes a very long way.
If there’s an issue with the transfer, they will still be there to assist the caller. This not only builds trust, but also helps to keep your callers happy.
When you know transferring of calls is costing you money, it’s necessary to take the right steps to eliminate as much of it as possible. A virtual receptionist team will give you everything you need to ensure your callers get the best experience possible without the need for as many transferred calls.