Around the world there is an ever-widening gap between customer service departments that are not willing to change with the times, and those that are. Modern consumers are empowered more than ever before; indeed, with one phone call, or one click of a button, a customer may very well expect that a transaction will be instantly completed, an appointment will be immediately scheduled, or an issue will be promptly resolved.
As senior management, you are most certainly interested in your service levels, and quality of service. One powerful driver that can boost both is a well-integrated VoIP solution. Here are 10 reasons why you should have a serious think about using a business VoIP solution for your customer service department.
A business VoIP solution generally offers reduced costs compared to traditional telecommunications. Since everything is done over the Internet, there is less overhead for hardware, and less costs associated with maintenance.
With an integrated VoIP infrastructure in place, it will be much easier to analyse your agents’ performance metrics, and keep your finger on the pulse of the company’s customer-facing interactions.
It is apparent that service levels and customer satisfaction are directly related. Therefore, any way to free up your agents from unnecessary interactions can be a huge boost to your organisation’s bottom line. As part of a VoIP package, an IVR system can answer customer questions, verify ID, and appropriately channel call volume, all without tying up agents on the floor.
With an integrated VoIP solution, on-premise managers will be able to perform many of the simple, routine administrative tasks that are vital to the smooth operation of a customer service department.
The importance of an effective customer relationship management (CRM) system can hardly be overstated. When a customer calls in, the ability to access his contact information, past purchases, and previous interactions with your company can be invaluable in successfully navigating any issues or concerns that he may have. On the other hand, a CRM system that allows for intuitive note-taking, along with other record-keeping features, can be a great asset for the next agent that may take the customer’s call.
Without the burden of a complicated or diffused hardware infrastructure, your IT department, whether in-house or outsourced, will be able to much more effectively troubleshoot any technical issues that arise. Furthermore, many of the mundane maintenance tasks can be more easily performed.
VoIP software is built in a user-friendly approach making it easy to on board new staff and manage user details. As it is so easy to use very little in-depth training to use the platform is required, allowing new staff to learn quickly and get up and running fast.
Along with ongoing training, an integrated business VoIP solution may include prompts or reminders from the base software that will prompt the agent to follow through on up-selling opportunities, or other leads. This can be a simple way to avoid lost revenue from lack of workflow adherence.
With VoIP, if your employee has an Internet connection at home, he is able to log into your system and work. Interestingly, studies have shown that company employees who work at home often are more productive and happier with their work. With this trend towards allowing employees to work remotely in mind, VoIP could be a wonderful opportunity for you to boost your workers’ productivity, while at the same time allowing them to meet their personal goals.
A business VoIP solution also has the capability to support additional features that could enhance your call centre’s productivity. For example, instead of just making and taking calls, your system may support video conferencing for managers and executives.
As you can see, there are several compelling reasons to consider implementing a business VoIP solution for your customer service department. If you are interested in learning more, please get in touch with us at Windsor Telecom. We’d be happy to provide you with more information.