Any modern business needs to be taking on calls and queries from wide customer bases. The survival of any company in 2020 is, ultimately, revolving around this idea that you need to monopolise on each and every possible lead. It’s not a bad concept! After all, if your business is going to have any chance […]
Any modern business needs to be taking on calls and queries from wide customer bases. The survival of any company in 2020 is, ultimately, revolving around this idea that you need to monopolise on each and every possible lead. It’s not a bad concept! After all, if your business is going to have any chance of growing and evolving, it’s going to need plenty of money rolling in.
Of course, it’s also a good idea to make sure that your customers and clients have the resources and support they need from you whenever they call. The last thing they are ever going to need is to have to start queuing for hours just to get through to a general area of your call centre. That’s why it’s so important to make sure that you streamline your incoming calls as much as possible.
Ever Tried a Switchboard?
Of course, a traditional way to reroute calls and to make sure they are reaching the right departments is, of course, to set up a switchboard. However, in this day and age, there is less emphasis on clunky, physical means, and more on streamlined cloud-inspired running. Just as many businesses are moving their physical data away from physical hard drives to outsourced cloud services, many are making use of modern switchboards.
That’s because, instead of having to muddle around with physical tech and having to employ people to actually run a switchboard for you, you can set up an automated service to move people around on your behalf. As part of our off-site, streamlined call handling services, Call Center offers virtual switchboard standards to make sure that you are always forwarding people to the right areas.
Is a Virtual Switchboard Right for You?
Now we’ve considered why a switch to virtual might be a good idea, let’s think about how it might apply to your own business. Think about how many calls you are likely to field into your business day after day. It’s a fact that growing businesses are likely to be picking up more and more interest as they go along! Therefore, you’re going to need some way to funnel your custom to the right specialists.
A virtual switchboard is going to be a great idea, for example, if you are running multiple departments and services. For example, you might have a billing department, a technical support area and a cancellations team. If you offer all these hats and few ways for people to route themselves to your specialist areas, you’re likely to find people getting quite frustrated.
If your call queues are going up, and you are having to manage multiple areas and specialisms in your business, then you should always consider ways to funnel different calls to different places. A virtual switchboard will ask your callers a few questions and will then route them to the specific agent zones they wish to get through to.
This means no more feeling as though they are being dumped into one pile in the centre of customer service.
What are the Further Benefits of a Virtual Switchboard?
Let’s look at this further from your customers’ points of view. No one likely to want to call you is likely to want to hang around. Unfortunately, while plenty of us love chatting and speaking to people about everyday concerns, life goes on. Many of us simply don’t have the time in the day to hang around or to be thrown into a queue or two.
Therefore, by setting up and maintaining a solid virtual switchboard service, you are immediately helping your customers get to where they need and want to be in double quick time. There is no need for them to cling on and fall into a central call pile. It’s showing your clientele that you genuinely care about their queries, and that you’re not just hoping they’ll stick around.
A virtual switchboard is also going to take stress and strain off your team and your contact centre. Think about it this way – how much more efficient is it going to be for your team to handle calls and queries in their specialist areas, rather than having to muddle through a general stack of queries? It surely makes sense to send the right queries to the right people.
This service is also going to help you generate more revenue, and save money. You’re going to save money on all the potential people likely to go elsewhere if they can’t reach the right department straight away. You’re also going to find that you’ll be able to take on more calls – spreading your incoming calls across your base and various departments means that you’re going to be able to take on more queries and concerns.
Therefore, across the board – revenue and customer satisfaction are only ever going to improve. With that in mind – it’s surely a business enhancement essential!
There are plenty of ways in which you can improve the efficiency and customer satisfaction standards of your business. However, you’re going to need to think carefully about which systems and standards are going to be easiest to implement, and how you’re presenting yourself to your customers.
A virtual switchboard holds benefits for all parties. As well as allowing your customers to find where they are going quicker than before, you’re going to be able to take on more queries, and you can make sure that specialists in your team are only ever handling calls and queries which are in tune with their expertise.
While setting up a traditional switchboard may have seemed like a great idea in the past, things have moved onto the virtual scene pretty quickly. At Call Center, we want to ensure you have access to virtual customer management services that are easy to set up and arrange. Our virtual switchboard standards will ensure that your callers know where they are heading, and that your team knows what’s coming through at all times. Why aim for anything less?