Do you know if your business is guilty of these?
Let’s take the journey of your customer through your business phone system.
Whether your customer is contacting you to find out more information, to purchase something from you or for help in fixing an issue, in all scenarios, they want the same thing. Instant gratification, a hassle-free experience and first contact resolution. When it comes to your business telephone system, their first impressions will predominantly be technology related. Was the phone system easy to navigate? Were they quickly routed to the right person?
Telephony is still consumers’ favourite way of communicating with businesses, but many companies still have in place systems that let their customers down. Here are some of the latest telephony solutions to optimise your call handling and create a positive first impression:
Your customer has now successfully navigated through your business phone system and is ready to speak to an agent. Now you’re able to create a deeper connection with the customer. But how are your agents handling customer calls? Are they able to resolve issues effectively? Does their conduct and manner positively represent your business?
Excellent customer service comes with effective call handler training and guidelines. Monitoring agents and the way they are representing your business is crucial for business continuity. Here is how your business phone system can help to manage your frontline call handlers:
When examining the journey of your customer, it’s also important to consider how they will feel after their call. What will be their lasting impression of your business? For example, in what ways did the agent go above and beyond when helping the customer? Is this something that can be replicated across the board through training?
This factor is hugely important when making an emotional purchase, but it’s also important for any customer when making a transaction through your business phone system.
Above all, customers need to feel reassured that their financial data is safe with you. PCI compliance is mandatory for any business taking card payments over the internet or the phone. PCI call recording solutions show that your business is committed to keeping your customers’ information safe, and ensures you remain on the right side of the law. These solutions allow you to easily pause and resume recording so that sensitive data never makes it into the archives.
Finally, post call surveys allow you to track customer experiences. They demonstrate to the customer that you are committed to quality, excellence and continual improvement.
If you’d like to find out more about how Elite Group can assist you in delivering a business telephone system that sets the best possible impression click here
Elite can provide you with a complete telephone system review or a free of charge, no obligation quote. Please contact us on 0333 060 9617 to find out more.