How can implementing a call management system improve your customer service?
In today's business landscape, customer service is key to building a credible reputation and maintaining successful customer relationships. A call management system is a powerful tool that can help businesses of all sizes improve their customer service capabilities through a variety of functions that can improve caller experience and aid employees to successfully deliver 5* customer service. With two thirds of companies now competing with their competitors based on customer experience alone, it is becoming more important than ever to ensure that your calling customers are satisfied with a business’s customer service.
What is a Call Management System?
A call management system is a software application that helps businesses manage their incoming and outgoing phone calls. It can handle a wide range of tasks, including call routing, call recording, call tracking, and call reporting. Call management systems can be used in a variety of settings, from small businesses with a few employees to large call centres with hundreds of employees on the phones. Not only can a call management system improve customer experience, but it is also especially beneficial for reporting, training and employee feedback purposes.
What are the benefits of a Call Management System for Customer Service?
Improved Call Handling
One of the primary benefits of a call management system is improved call handling. The system can automatically route calls to the appropriate department or agent based on option selections by the customer. This results in reducing hold times, avoiding moving the call between multiple teams and increasing customer satisfaction. With features like call queuing, callers can be informed of their estimated wait time or position in the queue, reducing frustration and improving the overall customer experience.
Increased Time Efficiency
According to IR, companies who apply analytics can reduce average customer handle time by up to 40%. A call management system can help businesses increase their efficiency by automating many routine tasks that would usually take up employees’ time in between calls. For example, the system can automatically log calls and track call history, reducing the need for manual data entry. This can save time and reduce errors, allowing employees to focus on more important tasks, such as providing quality customer service.
Better Call Tracking
A call management system can provide businesses with in-depth, automated, reporting, providing valuable insights into their call traffic. With call tracking features, businesses can monitor call volume, call duration, and other metrics to identify trends and areas for improvement. This information can help businesses optimize their call handling processes, improve customer service, and increase customer satisfaction.
Improved Employee Performance
A call management system can also help businesses improve employee performance. With call recording features, managers can review calls and provide feedback to employees on their customer service skills. This can help employees improve their performance and provide better service to customers. The call recording feature can also help with ensuring employees adhere to compliance rules, as well as supporting them to settle any customer disputes confidently and effectivel
Enhanced Customer Experience
Ultimately, the goal of a call management system is to provide a better customer experience. 71% of consumers are reported to have ended a business relationship due to a poor customer service experience. With features like call queuing, call routing, and call recording, businesses can provide customers with the support they need in a timely and efficient manner. This can lead to increased customer satisfaction, repeat business, and positive word-of-mouth referrals.
By investing in a call management system, businesses can improve their bottom line and build stronger, more successful customer relationships through effective call handling, clear communication and reduced manual tasks resulting in less customer frustration with a higher rate of retention.
If you would like to find out more about how your business could benefit from implementing a call management system, contact a member of our dedicated business team today to find out more or book a free fixed line tariff review.