Are your customers experiencing an exceptional service?

Call performance and a high level of customer service come hand in hand but we don’t always make the connection.  Here at Fifteen Digital, we work with clients to ensure their telecommunications systems remain a vital means of connecting the business or organisation to its customers in whatever means is most convenient to those customers.

• Do your customers experience long delays in getting through?
• Do you feel missed calls are impacting on your business?
• Are you aware of the reasons for high numbers of calls?
• Do you provide the right communication channels for your customers?

Whether you are dealing with large or moderate numbers of customer queries throughout the day, it is essential these are monitored to be able to grasp a true picture of the type of service your customers are receiving.

So, what do we need to look at when understanding the type of service our customers are receiving?

• Abandonment rate. How quickly are calls abandoned by the customer?  Do they struggle to get the answers they are looking for?
• Hold time. How long are your current and potential customers waiting to get through?
• Calls per employee. If you have employees who are required to focus specifically on customer calls, how are they performing and how can you best assist them?
• Calls per day and which time of day. Monitor when the busiest times of the day are and the number of calls you can expect to receive.
• Average call handling time. How many minutes on average, is the customer on the phone?
• The reason why customers are calling. If a business or organisation understands why customers are calling, they are best placed to put the adequate measures in place to be able to deal with those calls.  For example, if you are running a particular campaign, can the high numbers of calls be linked to that?
• How quickly those calls are resolved. The quicker customer issues are resolved over the phone, the more satisfied the customer will be.  However, the calls need to be resolved satisfactorily and not just within a specified time limit.

When calls are measured alongside employee engagement and customer satisfaction, a business or organisation can realise exactly where value can be added and where the customer experience can be enhanced. Technology problems and failures can lead to an ineffective phone system, which can then in turn affect the overall performance of calls within your business.

Are you meeting your customer’s needs?

Today’s customer expects to be able to communicate with your business at a time convenient to them and in whatever way they choose.  The increase in online activity has lead to many different ways of communication with a business.

Fifteen Digital provide customer contact centres with the means to revolutionise the way they serve their customers.

CT Control

Allow for maximisation of efficiency over delivery of all phone, email and web initiated requests.

Advanced Automatic Contact Distribution (ACD)

By identifying the incoming call, our software determines where the contact originated and searches the database for a match.  The customer and their records can be automatically placed into priority queues or sent to the agent who last dealt with the caller.

Skills-based routing

Match the agent that is best suited to deal with the customer call.  Both the customer and the agent benefit, with the customer receiving the service they require and the agent feeling valued.

Screen-pops

Present your employees with as much information as possible prior to them taking the call.  This would include caller name, phone number, and any special notes.

Queue Announcements

Reduce the number of abandoned calls by letting callers know what queue position they are in.

Callback

Give customers a choice.  Do they want to continue to hold or would they like a call back?

IVR

Enable callers to use their touchtone phones to get the answers they need rather than waiting to get through to a call agent.  This is often used with logistics companies where people need to re-arrange a delivery.

At Fifteen Digital, we install call performance management systems that are bespoke to your business and call activities, so businesses can:

• Make monthly comparisons
• Motivate employees
• Improve the overall customer service
• Streamline services
• Evaluate performance
• Check the call quality by way of conversation recording
• Improve the services they provide
• Effectively meet the needs of their customers

Businesses need to establish how their customers want to communicate with them and build a strategy around those desires.

We are partnered with NEC to provide the very best in telecommunications.

For a no obligation chat about bespoke call performance, please don’t hesitate to get in touch.

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