We Don't Put Calls On Hold
- "We never
put calls on 'hold'..."
"Anybody who lets a call sit on 'hold' more than a few seconds should be fired..."
"With our super-duper phone system calls just don't go on hold.."
Actually, you SHOULD be putting calls on hold. Why? Because, if you're not...
According to a compilation of research studies that have been commissioned by the big phone companies, the average business in the US places the average phone caller on "hold" for an average of 54 seconds. Now, obviously, this number is going to vary tremendously from business to business, caller to caller and situation to situation...but the the average is 54 seconds.
So, here's the simple truth...
A company, if it's doing the amount of business it should, must put callers on "hold"...at least sometime during the call.
The call volume SHOULD be greater than the number of people available to handle it.
If yours is, call us...
we can help.
CLICK HERE to DOWNLOAD "9 Questions to Ask" pdf file
It takes a special piece of equipment to play messages on hold. The player takes the place of the typical "radio on hold" and must have the ability to operate 24/7 with little or no maintenance often in "equipment unfriendly" conditions.
There are a number of companies that manufacture players specifically for on-hold use and there are wide differences in in both price and quality among the various manufacturers. We have found that the inexpensive brands are usually made overseas and simply do not stand up to the rigors of 24/7 operation. The expensive brands usually have more features than the average business needs such as clocks and message integration features. After thoroughly testing each and every unit available, we have settled on the two manufacturers that meet our quality vs. price standards and provide the features we need at a fair price. Premier Technologies of Long Lake, MN and Nel-Tech Labs of Derry, NH. The quality of the equipment manufactured by these two companies simply cannot be beaten even by more expensive units.
For remote uploading where the client doesn't want to be or should not be involved in changing the programs, we use the Premier Technologies RUF-2700 remote loadable/controllable on-hold player. After recording a new program we simply let our automated uploading system send the new program to the player. The client is not involved. This works extremely well for retail operations and other businesses that run "specials" or change their program content often.
For the rest of our clientele we prefer the Nel-tech Labs USB Messager. The Messager plays the on-hold program from a standard thumb drive. When a new program is ordered we simply email an mp3 file to the client who transfers it to the thumb drive and inserts the drive into the player. That's all there is to it. It will loop forever or until it's changed.
Both Premier and Nel-tech manufacture their equipment in the United States and both offer excellent warranties and service what they sell in a timely manner IF its even necessary. In twenty years of dealing with these two companies, we've had only two or three small problems and they were handled expeditiously.
Of course, we can provide any equipment a client needs to do any specific job. There are units available that utilize the Internet for file transfers, other units that act as ACDs (Automatic Call Directors), and still others with built in clocks and nighttime answering machines. As an authorized dealer for every reputable manufacturer, we can customize an installation program that will comply with any client's needs no matter how sophisticated or extreme.
For small businesses or home offices, we offer MOH (Messages On Hold) adapters by Skutch. Again, manufactured in the US, Skutch adapters simply cannot be topped both for performance or price and give the company using standard "CO line" telephones, telephones purchased at office supply stores or on line, the ability to market their products and services to callers while on hold. This makes SOHO offices sound like "Fortune 500" companies and can greatly enhance a business image.
Thinking of buying a new telephone system?
Get the best deal you can. CLICK HERE and watch the unsponsored white paper video on 9 Questions to Ask Before Buying a New Phone System.