Putting a customer on hold needn’t mean putting them off. Mark Williamson explains the importance of call handling for the promotional products sector.
The promotional products industry knows the value of a good first impression. After all, the sector helps businesses capture attention through branded items. However, savvy businesses owners in the sector also recognise that it’s not just about how your company looks but also how your company sounds. The telephone is often the first point of contact for inbound sales leads, with research finding that almost half of consumers still prefer to get information over the phone rather than online. Yet businesses still aren’t recognising the link between caller satisfaction and its impact on the bottom line. A study by PHMG has found 73% of Brits won’t do repeat business with a company if their initial call wasn’t handled to satisfaction.