With more than 15,000 clients in hundreds of different kinds of businesses, On Hold Company keeps a watch on business trends.
And more than ever, businesses are under great pressure to lower operating expenses. Corporations are being forced to discover innovative ways to economize. For many companies, this means consolidating sites, reducing administrators and maintaining fewer customer service reps. Less, less, less. Clearly, this mindset doesn’t apply to one notable exception: adding new customers.
The irony is that adding more customers requires more CSRs to handle the call volume and more Service Centers to take the calls, right? Well, not always. Some corporations have found that instead of having many small service centers, its more efficient to operate a few large call centers. During the initial onset of this trend, these virtual call centers were focused on taking and routing calls but gave very little consideration to what to do with calls that were placed on hold. Inevitably, every caller was forced to hear the same thing.
As virtual call centers have grown, many are now faced with a growing need to provide dynamic audio marketing solutions for varying forms of business applications. Simply put, ABC Widgets need for on hold messaging is vastly different than XYZ Company, both in terms of marketing objectives and specific advertising content. Actual hold time at an average call center can easily add up to thousands of hours per day, creating a tremendous marketing opportunity which can’t be overlooked. Since multiple businesses are represented in a single call center, many are discovering that separate customized on hold messages can be broadcast to distinct inbound calls simply by means of hardware (or software) applications.
Recently, On Hold Company was given the task of designing and integrating a hardware solution of this type that would provide completely customized on hold campaigns for individual businesses within the call center application. Furthermore, this solution needed to be web integrated, allowing complete corporate control. You should know, it was a big request. Just the kind of request we like to tackle.
Now that the project is complete and the solution is fully implemented, we can recommend a truly innovative way to lower operating expenses while adding an increased effectiveness to the inbound customer experience. If you manage a call center and are looking for more integrated solutions for audio marketing, please contact us. We’re up for the challenge!