It is no surprise that most companies try their best to satiate the needs of their customers by providing necessary support systems. With more and more products with supposedly huge consumer bases, it becomes increasingly important for companies to take help of inbound call routing in order to maintain quality of service. Here are some tips on how you can leverage a flawless call routing model for your business.
Step 1. It is always a good idea to connect the customer with the agent based on the skills and abilities of the agent and the specific requirements of the customer. If the customer’s need is minuscule, he/she may be connected to an agent with less experience. Likewise, a customer with high priority must only be handled by the best agents of the company.
Step 2. Self-service facilities may come in really handy from the company’s perspective. A customer can be asked to input the details of his product or his registered details on the phone. This would only make the process seamless and less time-consuming when he has actually been connected to the agent for the resolution of his issue.
Step 3. Keeping the customer on hold for a long time on call is probably the worst thing a company can afford. Instead, the customer must be given an option to call back if he is running short on time. This would not only relieve the customer from holding onto the line for a huge amount of duration but would also allow more calls to be routed to the center. Arrangements must be made with the help of a call routing software to connect the customer whenever he wants to, moving forward.
Step 4. With an increasing number of customers relying on their smartphones and other mobile devices to browse for a particular product, apps should always be equipped with the option of connecting to the company via call. Since the user is already registered on the app on his device, there is no further need to get hold of his personal details. They can simply be pulled off from the database, saving loads of minutes in the process.
Step 5. It is a really tedious task for the customer to explain the same issue, time and again to multiple agents if it is not solved at one go. It is always advisable to connect him to the same agent who was previously assigned to him if need be at a later stage. This would dramatically reduce the time spent on call and would help the company maximize efficiency. Data lookups are a great way to get this accomplished.
Step 6. While a customer is put on hold by the agent, the time may be utilized for the promotion of the company. The customer can be informed about new services and product additions to the company’s portfolio. Yet, this shouldn’t go overboard as that might result in frustration for the customer.
Besides all of these, human touch and compassion must blend in well to help the customer feel right at home. That would only result in increasing the company’s value among its prospective customers and beyond.
If you are interested in even more technology-related articles and information from us here at Bit Rebels, then we have a lot to choose from.
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