How many minutes does it take to communicate with a client by phone

    Hi Megamind! In 3 months , more than 400,000 calls were made through Rocket Callback . Unfortunately, we do not have access to conversation records (because of the privacy policy), but we asked several loyal customers to give us access to their personal account so that we could collect statistics on the duration of calls. So we scraped together 800 calls, which allowed us to conduct a little research in order to find out how much time it takes to talk with one client, depending on the specialization of the company. The result is such a picture:

    image

    As you can see, more often than 1 conversation takes less than 1 minute. It may seem that this is not enough, but in fact, in 60 seconds you can not only clarify, but also make a new order. True, this is mainly those conversations when it comes to finding out any nuances. If we are talking about turning a call into a deal, then time, respectively, is increasing:

    image

    These are 10 areas where companies spend on average 1 conversation more than anyone else. Almost everywhere more than a minute. Probably, it was not a discovery for anyone that the most time for a call goes to real estate agencies - this is because the question of buying an apartment, as a rule, is not solved in correspondence. As for law firms, there is a completely different reason - judging by the length of calls, we are talking about consultation, respectively, also a wide range of issues.

    The least amount of time is spent for companies engaged in the repair of household and electronic equipment - 40 seconds each call. This is basically a question and answer:

    - Good afternoon, my name is Arsen, Apple Service Center, how can I help?
    - Hello. My iPhone screen is broken, how much will it cost to replace and how long will it take?
    - What is your iPhone?
    - Fifth.
    - Replacing the screen of the fifth iPhone will cost 1000 rubles. The term is 3-4 hours.
    - How long do you work?
    - Until 9.
    - And where are you?
    - Metro Running.
    - Thanks.

    What conclusions can be drawn?


    There are areas where without a callback anywhere - this is the same real estate, travel agencies, law firms, resorts and motels. At the same time, there are areas where you can limit yourself to chat - say, here are companies such as service centers, where all issues are of the nature of clarification. In some cases, of course, a conversation can take up to 3-5 minutes, especially if the problem is serious, but this is rare.

    We have always been wondering who uses our service how, so we were pleasantly surprised to find that almost every of the 33 areas has its own tactics. For example, WEB-studios and travel agencies are trying to turn the conversation offline, offering to send a brief (in the first case) or come to the office and discuss everything on the spot (in the second). If not for this, one call would have taken far more time.

    image

    Service centers, pizzerias, dentistry and beauty salons do not need this. Here Rocket acts as a holding tool, rather than engaging, say, making an appointment, ordering pizza or checking delivery. The call takes no more than 1 minute.

    As a result, it doesn’t take so much time for one conversation, so paying 15-20 rubles per minute is a waste of pure water. That is how we at one time came to the decision to make our own widget - in the summer we tested several callback services, saw that the price per minute is about 30 rubles, and some have $ 67 for 37 calls, when the price goes up to 70- 80 rubles per minute. This despite the fact that most of the conversations take no more than 2 minutes.

    And finally, one more conclusion, though debatable - the telephone is still one of the main communication channels. People, seeing all the information on the site, still prefer to contact by phone and, if you don’t know, then clarify, hear a human voice. This is already something from the field of psychology, something like "people love other people."

    Objectivity as it is


    We already had about 20 registrations and 10 payments from the moment we arrived at Megamind, based on which we can conclude that there are our potential customers. If you or your friend is going to install a callback service on your site, you need to do this after monitoring the time spent on 1 conversation with the client. This will make the right choice, since almost all services can be divided into 2 large groups: where you pay for the conversation and where you pay for the minutes. If all the conversations in your company last more than 5 minutes, then you should choose the first option, if less, then the second. Rocket Callback, for example, we relate to the second group.

    That’s all with us. We hope you find the information helpful.
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