Problems & Issues
Lengthy call waiting times mean customers abandon calls and take their business elsewhere
Poor first contact resolution rates with the cost of increased repeat calls
Complex IVR systems make it difficult to get to the right person
Align your phone system with your customer needs
As the phone is still the most preferred way for many customers to contact you, it’s essential you’re able to route and complete calls effectively and efficiently.
Without the right solutions & systems in place you risk losing business. Customers are more likely to switch to a competitor, if you're unable to put them through quickly to the right person, first time.
66% said long call queues and agents who don't know how to help caused them to leave*
The ability to intelligently route your calls is a clear way to improve this. Helping you to reduce bottlenecks by re-routing calls to staff that are actually available and ready to answer them. And ensuring your customers always get though to staff with the best expertise to help them.
Intelligent routing gives you the tools to improve your customer satisfaction levels & operational efficiency, helping sustain your future success.
Intelligent call routing
Quick & simple to deploy from the wide range of options offered with hosted voice, cloud telephony, SIP and private networking technologies
Automation Call Distribution
Allows you to assess queue conditions and intelligently prioritise and re-route calls to staff who are available & ready to answer them. Set up priority queuing – tagging calls with a priority number before they’re placed in a queue, enables the most urgent and critical calls to be answered first.
Caller Line Identity
Recognise and route callers in the most appropriate and efficient way. Route customers through to staff they’ve previously spoken to and allow repeat callers to automatically jump any long queues.
Skills Based Routing
Improves first contact resolution rates. Automatically identify, assign and route calls through to teams with the best expertise to help. And make changes in real-time as customers demand changes.
Pre-recorded answers to simple questions, such as the number of calls in front of a customer or details about how much longer they’ll need to wait, help customers make an informed decision on whether to stay on the line or call back at a later time.
Routing your calls intelligently will make an immediate and significant difference to your operational efficiency. The ability to enhance customer satisfaction levels makes it a must-have for any firm looking to strengthen their reputation and grow their business.
More expertise from PSU
Solutions for contact centres, no matter what size or type - Phone systems, UC & Reporting
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* Censuswide Consumer Survey November 2015