| Article Index |
|---|
| A Rough Guide to Onhold |
| Know Your Medium |
| Know your message |
| Best Practice |
| All Pages |
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A Rough Guide To Onhold Marketing
As one of the pioneers of onhold in the UK we have over 15 years experience in developing and delivering successful strategies for clients. Strategies that have moved with the times and take into account increasing focus on integrated customer communications as well as the changing expectations of callers.
Know your audience
Understanding your callers and what you want them to experience are the first steps in creating a solid foundation for successfully delivering onhold services. There are many different factors to consider when designing an effective onhold service and the level of success achieved depends on getting all the elements correct.
What you know about your callers
- Type of caller (young/old, trade/consumer, male/female etc.)
- Potential or existing customers
How the calls are handled
- Queues based on type of call (sales, customer service, support, general etc.)
- Skill based routing
- One queue for all calls
Your objectives for queuing callers
- Reduction of peak time call abandonment
- Mitigation of potential negative perception
- Integration into the overall marketing communication mix
- Sales/awareness/information
