Let’s say you have two service reps handling calls. Are they responding quickly? Are they providing customers with quick solutions to their issues and an overall positive experience? If you don’t know the answers to these questions, it might be time to consider a better call management system.
|What does it mean to “Manage Calls”?
Call management can include everything from call routing to documenting information and evaluating experience. Call management systems, like AgriSync, provide options for how you can improve the way you provide remote support. You can easily manage and document the bulk of your communications with customers.
Okay, but why manage calls? In our current reality of working remotely and limiting in person interactions, every customer interaction becomes so much more important. Improving the way you manage calls can improve customer experience and increase team efficiency.
Improved Customer Experience
A customer’s experience is impacted by every interaction they have with your company. Since 92% of all business communications take place over the phone (brevet), your over-the-phone interactions with customers make a huge impact on overall customer experience.
Route calls so that the customer’s call rings to your whole support team rather than just calling – Jim – on his personal phone. This connects the customer to experts faster and reduces their downtime.
Less Missed Calls, Less Voicemail
When you have all-hands-on-deck, the chance of missing calls shrinks drastically, leaving a shorter missed call log and less need for checking voicemail. 90% of customers2 with support questions rate an immediate response (30 minutes or less) as important or very important. So why not take it a step further and connect with customers on the first call improving customer loyalty and retention?
While it is best to get the call answered right away, odds are you still might miss a call or two. It’s not the end of the world to miss a few as long as you know how to handle missed calls in a way that keeps the customer happy.
A call comes in and one of the service reps answers it. That’s all that matters, right? Actually, there’s a lot more to it than that… Is your team answering calls quickly? How much time are they spending with each customer? What can your team do to be more efficient and provide better service?
Documenting Call Data
How can you improve team functionality if you don’t know where your team needs help? Keeping a record of call data such as call length, voicemail transcription, who answered, and even response time can provide data that reveals ways your team can improve.
Every time a call comes in through a call management system, your whole team can see it. Even if you haven’t answered a call from a particular customer before, you can look up their call history to provide additional context to their issue. Plus, delegate follow ups and call backs, so you know who is handling each customer’s call.
Use Technology to Your Advantage
Call management platforms make connecting customers to available support reps simple. AgriSync, for example, provides a single support hotline for your customer to call and connects the call to your whole team or whomever is on-call at the time. This type of technology can also be used to communicate with live video functionality similar to FaceTime on an iPhone, group text capabilities, and other innovations.
- Ben Wigert, 21 Mind-Blowing Sales Stats, The Brevet Group, https://blog.thebrevetgroup.com/21-mind-blowing-sales-stats
- Michael Redbord, The Hard Truth About Acquisition Costs (and How Your Customers Can Save You), HubSpot, https://blog.hubspot.com/service/customer-acquisition-study