In order to be able to forward a call or when you want to ask your colleague something, it can be useful to put a customer on hold for a (short) while. It's also possible that an agent cannot immediately pick up the phone. Then it's nice if the customer hears a piece of music or another sound and does not have to wait in silence. The hold time of Trengo telephony can be fully customized!
Choosing the appropriate waiting music
Choosing the right music is of great importance for the feeling that a customer has. A song or a tune that can be interpreted as annoying can cause irritation and can also make a customer feel that he or she has to wait a long time.
Within Trengo it's possible to select exactly that sound document that fits the organization, provided that it's saved in the following formats: .mpeg, .wav, .mp3, .aiff. The sound clip can take as long as the company deems necessary, but check whether the file is not too large. It may be that the file can not be added then. It might be wise to shorten a sound clip somewhere or to reduce the size via the internet.
The chosen tune or piece of music is played in a so-called "loop", which means that once the file has finished, it will automatically be restarted.
It's understandable that the organization wants to talk to as many customers as possible, but putting lots of people on hold and to make people wait too long can lead to unwanted irritations and situations. It's therefore important to indicate the limits within Trengo.
Firstly, indicate how long people can be put on hold if the phone is not answered. When the queue time limit is reached, customers will hear the "No agents available" sound clip, after which they can leave a message.
The same applies to the maximum number of people that can be placed on hold. The risk is that when too many people are on hold, people will have to wait unnecessarily. It's smarter to mention that nobody can answer the phone at that moment and customers can call back at a later time, for example. This way a customer knows what he or she is up to and a lot of irritation is prevented!