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Streamline and Upgrade Your Call Center
Businesses faced with marketing challenges should consider upgrading their call centers with the latest in VOIP technology
If memory serves us right, most of us can recall a day and age where you used to call an office and talk directly to a real person. These days, no matter what type of call centers businesses are running, the caller almost always gets routed to a automated answering service, only to be routed to a live person later on down the line. This dilemma has marked a shift in the way small businesses wish to do business. Marketing departments have identified this void and refer to it as CDJ (Customer Decision Journey). They are trying to identify where in the line of digital communication are the consumers being lost. Drop a call, lose a sale, gain an unhappy customer. Get the picture? If your customers are forced to jump through hoops, then you’d better make it worth their while to increase the chances of a repeat sale and customer satisfaction.
Businesses looking to increase customer service and drive sales should consider looking into a VOIP technology. Voice Over Internet Protocol is a communication technology, as well as a methodology that allows the delivery of voice communications over the internet. But cost effectiveness and ROI are always key factors when faced with budgetary constraints. Fortunately for small businesses, there are many cost effective options concerning VOIP;related solutions. VOIP billing software solutions can help streamline the payment process for purchases made online. Furthermore, VOIP related solutions offer small businesses a cheaper alternative to a standardized analog phone line, making long distance phone calls a breeze, and saving you money in the process.
As modern consumers, more of us rely on social media to research, discover and ultimately buy the goods or services we are interested in. The old paradigm of routing and re-routing inbound calls is slowly dying out with the CDJ (there’s that acronym again), customer decision journey. If customers are constantly hooked up to the internet and all their desired social media points to you, doesn’t it make sense to meet them half way? You bet! Think of VOIP as the bigger piece in the marketing puzzle. An internet based communication tool to better service your customers. Allowing the technology into your call center will not only make your services more accessible, but it will also drive sales . At the end of the day we are all consumers. If there is a problem, we want to be able to solve it easily by talking to someone directly or indirectly via live chat. Granting us that wish will only lead to happy customers.
The main challenge is to start thinking critically about how you, as a small business wish to upgrade your call center by using VOIP related technologies. Do some research to see where in the communication chain people are becoming lost or frustrated. Only then will you be able to streamline your service and reap the rewards for years to come. ROI may not come right away, but it will prove itself time and time again with each satisfied consumer, and as time goes on sales will improve.
9 Comments
This dilemma has marked a shift in the way small businesses wish to do business. Marketing departments have identified this void and refer to it as CDJ (Customer Decision Journey). They are trying to identify where in the line of digital voip for business communication are the consumers being lost. Drop a call, lose a sale, gain an unhappy customer. Get the picture? If your customers are forced to jump through hoops, then you'd better make it worth their while to increase the chances of a repeat sale and customer satisfaction.
Businesses using a modern call center should include several ways to communicate with their customers depending on the type and severity of the callers issue.
For example, using social media in life and death situations does not make a lot of sense. Call centers need to flexible and should take the nature of the callers’ needs into consideration before deciding which type of communication is most appropriate.
Couldn’t agree more. Using social media to communicate in emergency situations sounds like a nightmare. I’m wondering what exactly are the other options for call centers when they experience downtown. VoIP is dependent on a solid internet connection and the FCC raises some important questions regarding this new technology.
Well, Thanks for the valuable post…Lower contacting costs, refined computer-telephony incorporation, easier contact middle management, reduced facilities expenses and Web interface are just a few reasons for making a contact middle on VoIP. As quality concerns diminish, VoIP is becoming a modern contact middle foundation
Glad we could help. We too are looking forward to the near future when using VoIP won’t seem so un-ordinary. Also, as the infrastructure supporting VoIP grows the price will likely come down. As it the case for most technologies. Thanks for your comment.
Utilizing the suitable contact centre solutions to deal with your customer service requirements is important. It tends to make the work simpler to address the needs of your customer. And delighted consumers ends up with greater sales and also better profit for the firm.
Thank you so much for the information here. I have a catering business and for the longest time I would miss out on business from people who would call with late orders in the middle of the night. Now with the call center, I get all of that business and that has really helped me grow!
It is typically advised that you dedicate a portion of your bandwidth to your VoIP connection, otherwise, you could experience choppy, dropped calls. The last thing you want is to miss a critical call because you were uploading a document.
Point well taken Ashton.
The last thing we’d want are dropped calls. Bandwidth is so important and most of us don’t even realize our uploads are affecting the rest of the office.