The telephone system that your business uses for customer service purposes is undoubtedly one of your operation's most important features. Yet, many businesses overlook the importance of their telecommunications set up and service and how it can impact the customer's experience.
Even though customers may be only calling a number to speak to someone, they are interacting with your business from the time a system answers the call. Therefore, there are costly mistakes that can occur that leave the customer feeling disregarded or frustrated with your brand. Check out a few of the biggest telecommunications mistakes to avoid in your customer service call center.
Mistake: Not using a phone tree to properly route incoming calls.
A phone tree is digital software that uses key inputs or voice commands to route incoming calls to the proper department. Many callers will hang up when they place a call to the business and are routed to the wrong department. Therefore, it is important to make sure the calling customer gets to the right representative when the call is initially answered by a live person. Not having one of these automated routing programs in place can result in many dropped calls, wasted time for representatives, and a poor experience for the caller.
Mistake: Not using automation to collect customer data.
The modern telecommunications technology available can simplify the call process on so many levels. The perfect example is using an automated system to collect customer data before the call is answered by a customer service representative. Depending on the nature of your business, you may need several data pieces once the caller is being served over the phone, such as:
Your phone system can be set up to capture this information so it is ready once a representative picks up the call.
Mistake: Not having VoIP telecommunications capabilities.
Voice over Internet Protocol (VoIP) is a modern telecommunications system that allows you to place and receive calls over the internet instead of over standard telecommunication wires or local telephone service infrastructure. This offers numerous advantages when it comes o serving customers. For one, a VoIP telephone service allows you to take advantage of other key technologies like call routing and call data collection. Two, VoIP can be more stable and less prone to disruptions than standard telecommunications wires that support typical phone services.
Reach out to a company like TelWorx to learn more about telecommunications.
Share24 March 2023
Most of us take our phone service for granted until one day we pick up our phone to make a call and realize we don't have service! We depend on phone service not only to make calls, but to send texts, read emails, and even check the weather. It's really necessary to have decent phone service if you plan on living your life out in the world. The more we learn about phone service, the more we appreciate the people that work in that industry. To further your own understanding of this industry, we recommend reading some of the articles posted here. They're all about phone service, and you can read them on your phone — thanks to phone service.