Improving customer service with better call management
Jul 13

Improving customer service with better call management

Each year, businesses in the UK lose an estimated total of £15.3 billion when customers stop purchasing due to poor customer service experiences. Between calls that never make it to your customer service team, and calls that reach the wrong department in your organisation, the potential to improve the customer experience – and your bottom line – is massive. Within the last 6 months, 24% of UK customers have stopped doing business with a company due to a bad customer service experience (Gamma, 2018).

They cited the following reasons:

  • Unfair fee or charges

  • Poor product or service quality

  • Rude or disinterested employees

  • Couldn’t get hold of anyone to deal with my problem

  • Discounts for new customers but not for existing customers

  • Inadequate return or refund policy

Improving the customer service experience starts by helping your customers reach the right departments faster. Using inbound call control features from your provider can direct calls to different teams or departments using criteria such as:

  • Geographic origin of the call

  • Phone number the customer is calling from

  • Phone number the customer dials

  • Time of day or day of the week the call is received

Call plans that route your inbound calls to the right people first time can help resolve customer queries more swiftly. Delivering a consistent and positive customer service experience each time someone calls goes a long way towards keeping customers happy. Your call handling processes must aim to always get your callers to the right people as quickly as possible, even during peak call times. Using call routing features from your IP telephony provider can help to distribute calls appropriately. Consider implementing:

  • IVR (interactive voice response) to help callers identify the reason for their call and route them t the most appropriate department

  • Call distribution to balance between multiple teams or office locations during busy periods

  • Call queuing to allow customers to hold until an agent is available

  • Call diversions to re-route calls if a team is unavailable, or an office location is closed in an emergency

  • Recorded messages to help direct callers to alternative sources of information that might help, like your website, to answer frequently asked questions

To find out more about how you can offer a stronger customer service using IP telephony solutions, please email sales@fidelity-group.co.uk or call 0800 840 6800 to book a free assessment of your current communication solutions.

Article content sourced from Gamma