How do you utilize RC to engage customers that call after hours?

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** This isn't a support question, I'm just looking for feedback from other RC users **

My company has strategically established our office hours so we are available for as many callers as possible, but we do close eventually. While the number of after hours callers will vary, our data shows that 70% of those callers don't leave a message. That is something I am trying to address but I'm not sure how.

We're not large enough, nor is it practical, for us to be open 24/7. I've considered an answering service for after hours but I'm not entirely sure that will be a solution that is well received by our customers. My only other thought is to better utilize the tools and features offered by RC, but I'm not sure how to best apply them.

Does anyone else have (or had) this issue before? Have you found a creative way to increase engagement of after hours callers without having reps available? I'm curious how others have tackled this problem!
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Brandon Scivolette, Champion

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Posted 2 years ago

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Brandon, Champion

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The main options I see are to either route to a person/group of people or to take message.  If people are not leaving a message you might want to consider changing your greeting to try to entice them to do so.  If the message is brief and makes clear that you are *really* sorry you missed their call and *promise* to call them back promptly they may be more inclined to do so, I guess.  You could even include an option in the message that says, "press x if this is urgent" and route that to a person or group of people that are on call. You might also offer alternate contact info in your message like a place to get further info on the web, email or SMS you?

Do you want to share your business name or at least what type of business you are?  It may help to know this to come up with ideas that might be appropriate for your kind of business.  If you are plumber or locksmith, for example, I can understand how people will just hang up and call the next one.
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Brandon Scivolette, Champion

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Appreciate the response. Over the years we've cultivated a pretty great greeting that follows the majority of the best practices out there. It's short but informative, gives alternative options (such as the website) and clearly informs them we will call them back shortly after we open the next business day. In terms of potentially forwarding those calls to someone on call, it's not an option for us. I feel like it would impact my employee's quality of life too much. If I opted for a live person I would defer to an answering service, I just haven't been sold on them being all that effective. It might be worth a shot though.

As for our business, we are a moving company. I know what you mean about those seeking an immediate solution to their problem, and some of our callers may very well be in a similar situation. There isn't anything we can do to assist an after hours, "I need movers now" situation anyway. I'm pretty confident many of these callers are attempting to ask questions, request a quote, or similar, so I want to find a better way...should one exist.
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Pamela Squires

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We print a list of missed calls daily (Call Log) and have sales reps call them back with a little bit of "we see we missed your call" talk, and customers are usually surprised and pleased that we took the time to do that.
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Brandon Scivolette

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That's pretty clever. Something I hadn't considered, but I will now. Thank you :)