Business VOIP Provides the Tools You Need
Your call center is the first point of human contact that customers have with your company. So, you have to ask yourself: when agents answer the phone, are they knowledgeable and efficient? How do your customers feel when they hang up? How long do customers wait before speaking with a rep?
The answers to these questions are critically important to a positive customer experience and the success of your business. That’s why call center metrics are a must-have.
But before you can accurately measure call center success, you need to know what customers want. First and foremost, we can all agree they don’t want to wait on hold. But beyond that, what matters to them?
A 2018 survey of customer expectations found that callers want personalized service and consistent answers when they speak with multiple reps. They do not want to repeat themselves when transferred.
How can you make sure these expectations match their experience? A business VoIP phone system provides the tools and insight you need to turn your call center into a well-oiled machine that meets all your customer’s demands.
Let’s see exactly how a business VoIP call center can breed success.
Don’t Make Customers Wait
The move to a business VoIP solution provides actionable insight into call center operations. You can monitor system performance in real time. Managers can identify heavy call-volume periods so staff can be allocated in ways that keep wait times to a minimum. Historical reporting reveals patterns so managers can determine if they need additional staff at certain locations or during specific days or times.
At the same time, you can transform the way people contact your company with the ability to route calls to the most appropriate agent. Subsequently, your callers won’t get frustrated by having to repeat themselves when transferred from one agent to the next.
Finally, management has greater visibility into how specific teams perform in a given hour, day, or other time period. The ability to track performance relative to call volume gives leaders the information they need to adjust resources and identify potential bottlenecks or areas of weakness.
Make Sure Customer Service Is Top-Notch
A business VoIP system allows you to move representatives from one queue to another based on call volume. That reduces wait times for your customers during peak hours. Call monitoring allows managers to review calls for quality and service levels, improving training and accountability. Call recording comes in handy when a customer and an agent have different recollections of a conversation, allowing any miscommunication to be resolved quickly.
Reporting features on the types of calls coming in, wait times, and the number of transferred and abandoned calls give managers the data they need to staff your call centers for peak efficiency. On top of that, you can use the reporting data to assess the overall level of service customers receive. A business VoIP phone system arms you with actionable information so you can deliver the highest level of service to your callers.
Know the Importance Of 24/7 Support
If you implement a cloud-based business VoIP contact center solution, the system is always on so you can offer the 24/7 support your customers need. While remote access may be an issue with old systems, today remote agents can have seamless access from satellite offices.
Improved call quality translates to fewer dropped calls, which makes customers happy. Real-time call handling metrics let managers analyze the level of service customers receive. Issues can be identified immediately and lay the foundation for future training sessions.
You can also utilize CRM integration, which will give agents immediate access to detailed customer information. Not only will they be able to answer questions more quickly, but reps will create a more personalized customer experience.
Business VoIP provides a competitive advantage for your business!
Maybe you’re looking to reduce wait times, improve service levels, or identify areas for additional training. A business VoIP phone system such as MiCloud Connect provides the tools, metrics, and leading-edge technology required to give your customers exactly what they want when they call.
With business VoIP, you can turn around the typical dread associated with calling customer service. In fact, your customer may even look forward to calling you!
To learn more about our business VOIP solutions and call center features, call us today at (781) 235-5520.
Source: By the experts at Mitel