Wednesday, August 6, 2014

What Your Call Greeting Says About Your Company

Woman on phone
You may not think much about what happens when a customer first calls in. You’re sure they’ll eventually end up talking to the right department, so why does it matter what they first hear?

Well, 59 percent of consumers make brand loyalty decisions on first impressions. So it matters a lot what they hear first.

Believe it or not, your call greeting says a lot about you and your company. But just what does it say?

Read below for a highly scientific* breakdown of the psychological meaning behind your call greeting.

*This post isn’t actually based on science.

Your greeting: Wazzzzup?

What it says about you: You’re super casual and chill. While these traits might be great for a beach party, this isn’t ideal for a business greeting unless you’re a surf shop (and even then we’d still say it’s questionable).

Your greeting: Hello?

What it says about you: Absolutely nothing. If your customer calls in and hears this, they know nothing about your company and may even begin to question if they called the right number.

Your greeting: Dunder-Mifflin, this is Pam.

What it says about you: You like to cover the basics: Have a secretary identify the company and herself. You figure if you keep it simple you won’t overwhelm people. But if your secretary calls in sick one day, who answers the phone? This might not be the most reliable system.

Your greeting: Thank you for calling Callbright. For sales, please press one. For billing, press two…

What it says about you: You’re organized, professional and don’t like to leave things to chance. By using a welcome message like this, your callers can select the proper department to reach. This greeting saves time for both you and your customers, while providing an efficient solution for directing calls.

To learn how you can make a good first impression with your call greeting, click here.