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- What is the On Hold concept ?
- What is a "Success On Hold" System ?
- What type of messages can be used on a "On Hold" concept ?
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What is the "On Hold" concept ? |
The On Hold concept involves introducing a program of music and messages onto the hold facility of telephones. No longer will your on-hold callers be subjected to Greensleeves, chimes or silence.
Successfully implemented, the On Hold concept will allow you to utilise currently wasted, frustrating on-hold time to communicate promotional and public relations messages concerning your organisation with the holding caller.
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The on-hold concept is very effective in reinforcing expenditure in above the line traditional advertising and public relations media.
Whilst your caller is on hold you can remind him of salient points in your broad marketing strategy.
The on-hold concept is very effective in reducing the on-hold callers perceptions of how long he actually holds for. By distracting your on-hold caller with effective, creative messages he tends to loose track of the time he has been on hold.
The on-hold concept cannot be used in place of well trained, polite reception staff. Management should not think that an on-hold system will hide poorly trained and disinterested staff. Assuming that management have a genuine desire to improve the service levels, and consequently the all important initial impression of their organisation to their incoming callers, then the active on-hold concept is a solution.
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What is a "Success On Hold" System ? |
A "Success on Hold" system, based on a locally designed, solid state playback unit exclusive to S.O.H. clients, allows clients to communicate with incoming on hold telephone callers.
The S.O.H. unit has a playback time of 4 minutes and has an inherent memory of 100 years. This obviates the need for backup power in the event of power failure. Should the power fail the unit will resume normal operation once the power is restored.
The unit has no moving parts, so breakdowns are very rare. Being proprietary software, the unit has no use to any third party so theft is not the risk that it could be with a tape or CD player.
The key to prompt message updates is the hardwares ability to recieve new messages via a Telkom line. Once the new program is produced it is remotely downloaded onto the system via a telephone line.
Geographic location is not a factor in the efficient service of clients. The system must have access to a telephone line - either direct or extension.
The playback unit is pre-recorded with initial client messages and delivered by S.O.H. staff. Depending on make of PABX the supplier may have to provide an input connection. Connection to the PABX is generally a simple "plug-in" operation, but it does involve a 'call-out' from the PABX company. The playback unit is totally maintained by S.O.H. In the event of playback unit failure it will be replaced within 24 hours. Repairs to units are not done on site.
Once the system is operational program updates, are done either remotely or by S.O.H. staff. All update logistics are the responsibility of S.O.H. staff. Various rental options are available that cater for message updates from frequent to very seldom.
We require outlying clients to make use of a remote playback unit to enable us to maintain turnaround times similar to those enjoyed by urban clients.
We do not ask for any contractual rental period from clients. If the system is working for you we are happy to supply it. To ease administration we encourage clients to pay by debit order.
TALK TO YOUR ON HOLD CALLERS - DON'T LEAVE THEM IN THE DARK
When reporting an on hold fault insist on a fault reference number. This number will be your follow up reference.
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