The Importance of the Greeting

What are the first words your agents say to customers? According to one recent industry study, that greeting may be worth as much as $20 million to a business.

The study, “America’s Call Centers Revealed” analyzed conversations, hold times and call outcomes from more than two million contact center calls in 2015. Several interesting findings were uncovered, including:

  • Open-ended questions from agents (such as “Why are you calling today?” can boost conversion rates
  • Offering additional incentives works, as long as it is done in a ‘no pressure’ way
  • Hold times are critical; if the wait is longer than three minutes, 50% of callers hang up
  • About 10% of callers hang up if they hear an IVR

But it’s the revelations regarding the greeting that should raise eyebrows the

highest. Turns out there is still a lot to be said for courtesy, and treating each customer with respect. The study reports that when calls are answered this way, a consumer is 22 percent more likely to buy a product or service.

What would a 20% increase in sales mean to your business? Another $1 million? Perhaps another $20 million? 

And the best part is, this is a change that doesn’t cost the business or the contact center anything at all. 

Take a second look at your scripted greeting, and review call recordings to examine if it is being used and how it is being communicated. Tell your coaches and trainers to pay more attention to this part of the call. The benefits can be substantial. 

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