Most business people will insist that their phone is one of their most useful tools, but in reality, this is often an incorrect assumption. The assumption is one that is based in a time when the phone, by itself, was a revolutionary tool. Now, however, a basic telephone is barely more useful than a brick. Turning it back into the essential tool it should be requires upgrading it by integrating your CMS with an application like Tenfold. As with most other things, the computerization is what allows it to meet the demands of the modern age.
The biggest problem with a basic phone is that it is a one-trick pony. It allows for instant communication, but doesn’t provide the many other streams of data that are required for effective communication. Here’s some of the information you should begetting with each call and how it helps you improve the effectiveness of both inbound and outbound calling:
Tracking Number of Contacts From Each Person
Many companies know the overall volume of calls processed in a day, but very few know how many times specific people have made contact by phone. For example, most wouldn’t know if Joe called in 10 times in a week or if Sam only called once. This means that an important data point is being totally missed.
Knowing how many times a specific person called in is essential for monitoring call center effectiveness. In most cases, if a person is calling over and over, it means that their problem isn’t being resolved. Look for problems if people are calling back more than once or twice over just a few days.
Call center operations often focus on shortening call duration in order to process more callers, but this isn’t usually a great idea. That’s because when callers are rushed, they feel as if the company would rather not be dealing with them. In the case of help centers, it’s also counterproductive: Customers who were rushed away before their problem was solved will just end up calling back, only this time, they’ll be more frustrated. Monitor call duration to make sure that calls are neither rushed nor overly drawn-out.
What Was Said
This isn’t the same as recording calls. Recordings are fine for training, but it would take far too long to extract specific facts this way. Instead, use Tenfold‘s note feature to type notes into the program. In the notes, highlight the important things that were discussed. Then if the same person calls again or is called back, the notes will automatically pop up. This is an especially important feature for call centers that route incoming calls to the next available operator, who otherwise would know nothing about previous conversations.
Who Needs to be Called Back
This is one of the biggest problems that plague businesses of all sorts. People will call in with issues that need to be researched and get told that someone will call them back – only to find that the return call never happens. Avoid aggravating your customers by using phone software to remind employees who needs a return call and what that call is supposed to be about.
With all of the things that can be tracked after integrating Tenfold into your CMS software, it’s clear that standard business phone lines are far from being great tools on their own. Instead, they provide only the most basic functionality and allow a slew of important data to be lost. Upgrade your phone system today to make sure that you aren’t inadvertently causing frustration to customers or losing out on sales. Just contact us to learn more about the system and how it can help you streamline your company’s telephone operations.
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