Questions? Give Us a Call
(678) 940-6433

Construction companies risk business with callers

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Construction companies risk business with callers

Keep up with the latest from CCR-Mag.com

Fill out the form Below

Construction businesses in North America risk losing business by making customers wait on hold for more than 25 seconds, new research has revealed.
Every call made to companies in the construction sector as part of the large-scale study, conducted by audio branding specialist PHMG, was put on hold, compared to a North American average of 70 per cent. Those callers are being forced to wait for 25.31 seconds on average, less than the North American average of 28.39 seconds.
To make matters worse, they are left listening to inappropriate audio, which could increase the risk of caller-hang-ups. The research discovered 40 percent of construction firms leave customers waiting in silence, while 24 percent subject callers to generic music, 13 percent use beeps and seven per cent make callers listen to ringing.
Mark Williamson, CEO at PHMG, said: “The research results do not reflect particularly well on the construction sector, as few firms appear to be employing a best practice approach to call handling. It’s worrying that customers are being left on hold for more than 25 seconds as this can be a major irritation for customers, but what makes matters worse is that they are left in silence or listening to poor-quality music, which increases the risk of hang-ups.
“A previous study of 2,234 US consumers found 59 percent will not do business with a company again if their first call isn’t handled to satisfaction. Therefore, it is important companies do everything they can to improve the experience.
“The same consumer study also revealed 65 percent of customers feel more valued if they hear customized voice and music messages on hold. By ensuring all audio is professional and brand congruent, companies can drastically improve customer experience and begin shaping behaviour by tapping into the psychological power of sound.”
This latest study also found construction firms answer the phone within an average of three rings, yet none of the businesses were found to use an auto-attendant service to greet callers outside of normal business hours.
For further information about PHMG, please call 1-800-673-3405 or visit their website at: phmg.com.
About PHMG

  • PHMG is the world’s largest audio branding agency, with offices in Manchester, London and Chicago, and more than 28,000 clients in 39 countries worldwide.
  • PHMG’s core audio products include Audio Branding, On-Hold Marketing, Out-of-Hours Messaging and Auto Attendant Voicing. These services involve the creation of targeted marketing messages for businesses to play whenever telephone callers are put on hold or transferred, designed to reinforce brand values and increase sales.

Events

Read more BELOW

 

The 2024 virtual Men’s Round Table will be held Q4, 2024, date TBD.

2024 Virtual Men’s Round Tables

2023 Virtual Men’s Round Table was held on November 7th, 2023 via Zoom.


 

2024 Virtual Women’s Round Table

2023 Women’s Round Table #1 was held on October 20th, 2023 via Zoom

News

Aldi pilots new ALDIgo cashier-free grocery checkout

Shoppers at an Aurora, Illinois., Aldi store can now check out with ALDIgo—the retailer’s new cashier-free technology that uses computer vision to allow shoppers to pay at their cart via debit or credit card or via a Grabango app or pay station and walk out

Supplements/Podcast
See Website for Details

This content (including text, artwork, graphics, photography, and video) was provided by the third party(ies) as referenced above. Any rights or other content questions or inquiries should be directed such third-party provider(s).

Receive the CCR 2024 Idustry Report

Get ahead of your Competitors with CCR's FREE Industry Insider's Report 2024!

Always stay two steps ahead of your Competitors. Stay informed with the latest in the Industry. 

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

This site uses cookies to ensure that you get the best user experience. By choosing “Accept” you acknowledge this and that ccr-mag.com operates under the Fair Use Act. Furthermore, Changing privacy laws now require website visitors from EEA based countries to provide consent in order to use personalized advertising or data modeling with either Google Ads & Analytics. Find out more on the Privacy Policy & Terms of Use Page