Ring, ring, ring.
Thereโs the phone. Quickโhow fast can you answer it?
A typical phone call consists of approximately five rings before being answered. Professional receptionists aim to answer calls within this timeframe, with many experts recommending picking up before the third ring to ensure optimal customer service.
Call virtually any provider that specializes in customer service over the phone and youโll see this principle in action. In fact, most virtual receptionist and customer engagement solutions average an 80% answer rate in four rings. Keep in mind that many of these companies handle hundreds, if not thousands of calls, per day.
Sounds remarkable, doesnโt it? And yet countless callers are less than impressed. These companies see significant abandonment ratesโcallers hang up before anyone on the other end answers.
Why? Think about it from the callerโs perspective.
With each ring, doubt creeps in.
From a customerโs point of view, each ring produces a new emotionโand not an altogether positive one. Itโs equivalent to the experience one might have when knocking at a door or calling out to someone in another room; the longer they wait without a response, the more frustrated, unappreciated, and anxious they feel.
Letโs take an in-depth, slow-motion look at the process:
The first ring: Anticipation. Hope. The caller has just pressed the โcallโ button, clicked to call, or (if theyโre really old-school) manually dialed a number. Their heart rate is up a bit; theyโre subconsciously preparing themselves to speak. At this moment, theyโre primarily focused on the reason they placed the call, and anticipating the conversation ahead: I hope this company can fix my HVAC problem. I hope this lawyer isnโt too expensive. I hope we can get this figured out quickly.ย
The second ring: Uncertainty. Unease. Doubt has begun to form. It’s a slight doubt, but a noticeable doubtโlike when you eat a spicy pepper and it doesnโt taste hot at first. The doubtโs there but it hasnโt fully kicked in yet. The caller is starting to wonderโtheir mind is drifting a little from the anticipation of the call ahead and towards other questions: Hmm, will someone pick up? I hope the person who does pick up is niceโฆ
The third ring: Disappointment. Irritation. The doubt has become real, and itโs no longer ignorable. Back to the pepper analogy, the caller is starting to think they need some milk or water to cool down. Your business answering that phone is the cold, crisp beverage they need, but theyโre not getting it. At this point, the caller wonders: Why am I still waiting? Maybe theyโre super busy right now. Maybe someone stepped away for a moment. Maybe, maybeโฆ
The fourth ring: Resignation. The callerโs doubts and fears have been confirmed. By now, the heat has kicked in; their mouth is a ball of flames. The message the caller gets is โweโre too busy for you,โ or โweโre too disorganized to take your call.โ
Pretty wild that a person can experience all that in a matter of seconds, huh? That a few small chimes can bring us any amount of hope and despair at all. Why is that?ย
Why does the phone ring, anyway?
Well, the historyโs too convoluted to really dive into here, but basically, the ringing sound dates back to the invention of the telephone. In the old days (think thick mustaches and padded undergarments), there was an actual bell attached to the phone that would ring when someone calledโbut only the person on the receiving end would hear it. The caller, meanwhile, would be connected to a switchboard operator, whose job was to transfer the call.ย
The ringback tone (i.e. the sound the caller hears when theyโre trying to reach someone) was invented in the mid-20th century. Telephone systems were becoming more efficient and automated, and human operators were starting to phase out, but callers still needed an auditory indication that a call was connecting to a machine. Otherwise, without an intermediary to immediately answer the line, a caller would be stuck in limbo waiting for another person to pick up.ย
The ringback tone bridges the gap by mimicking the sound on the other end. It gives the caller a cue that the phone belonging to the person theyโre trying to reach is, indeed, ringing.
With that in mind, itโs no wonder we pin our emotions on the sound of a ringing phone. Itโs a simple, universal indicator of an attempt to connectโan outstretched hand, an unmet gaze. By picking up the phone, youโre returning that gesture. Youโre showing the caller that youโre here for them; that you care about them; that you, too, want to connect.ย
Take a moment to think about your experience and notice your emotions next time you place a call. What do you feel with each ring? How do those feelings change the longer you remain on the lineโand what makes you decide to wait or hang up?
At Ruby, we understand the importance of meeting customersโ expectations and creating great first impressions. Customer service is where business begins. Itโs where connections are made.
We also know answering the phone isnโt always every businessโs first priority. When youโre responsible for all areas of your business, you probably donโt have the time or capacity to pick up every single call and provide your callers with cheerful, personalized service. Thatโs where we come in. With Ruby, your customers talk to a real person whoโs ready to answer their questions, address their concerns, or just have a friendly conversation.ย
Itโs just one of the thousands of little things Ruby does to create meaningful connections every day.
Want to see how it works? Call us today!
