After another tough year for all businesses, everyone deserves a break over the festive period. However, with a survey of 1,600 businesses from BT finding that a missed call loses a UK business on average a massive £1,2001, it’s clear that making sure you can enjoy the holidays without having to worry you're missing essential business calls is incredibly difficult.
Taking a break will help stop burnout, increase job satisfaction, and improve productivity, all things required for business owners to pick themselves up and go full steam again in 2022. However, while you’re away from the office it’s important you don’t miss any important business enquiries. Tim Morris, MD at Cymphony offers his advice for business owners on how to take time off over the festive period whilst still impressing clients.
A rota over the festive period means everyone gets time to switch off but also means that you have people to answer important calls from a designated hotline. You can share the workload between employees and management by simply forwarding your office line to one mobile. And remember, when potential clients are at the first enquiry stage, they often just move to the next option on the Google results list if no one answers the phone.
Provide a clear timeline of events from limited opening hours to on-call services. You can even provide last dates for certain activities to be completed before services resume in the new year. Communicating clearly and effectively when setting expectations with customers is vital. Trained call handling operators are a perfect way to ensure your customers know exactly what you can, and can't, deliver over the holidays.
The last thing you need when taking a break over the festive period is the constant fear of what may meet you when getting back into the office. Arranging a day in between Christmas and the new year to touch base with your clients and colleagues will keep that dread at bay. It doesn’t even have to be a full day. Allocate a couple of hours to run through business-critical activities and contact clients with the shortest lead times on their negotiations or completions.
It's important for businesses to have someone who is qualified as an inbound communication specialist to be answering calls and messages over the festive period. AI-operated systems are impersonal and make agencies seem faceless, which when enquiring on huge spending decisions, isn’t how you want customers to perceive your business. Seventy-one per cent of consumers said they would be less likely to use a brand if they knew that brand didn't have human agents to talk to3. This astonishing figure shows just how important it is for businesses to maintain a human touch as part of their communication, whether over the festive period or any other time.
Having a well-trained and informed call handler at the end of the phone will make your business more approachable. Having someone who understands the landscape of your business sector and the likely customer journeys your callers will go through, will make your business shine through the competition.
A well-trained call handler navigates situations in a way a chatbot or automated system simply can't. A human operator can respond appropriately to a caller’s tone, making sure your business comes across as welcoming, professional, and caring.