BLOG October 6, 2016

Call Flow Optimization

Do you find your company losing customers every now and then? Do you wonder the reason behind this loss? If you have a call center, you should know hundreds of customers would be calling in every day. Businesses nowadays need to focus on optimizing their call flow structure. Many companies don’t seem to even realize the statistics on client loss due to poor customer service. It is not that agents don’t answer the call, they certainly do. But, the wait to get to the agent is what results in loss of clients. The wait is frustrating, because at times it is such a long wait. Remember, customers call in when they have a problem or query that requires clarification. If they are expected to wait, you are adding to their frustration. Also, we live in a fast paced world where people get impatient quickly or don’t have the luxury of spending too much time on the telephone.

Customer service in the structure of any business is important in order to be productive. Efficient customer service is what a customer looks for when interacting with a company, Customer support is the point of contact or the first impression a business may have with its customers. So the first impression should be a great one. It should be effective and efficient that the customer will have the desire to connect with the company on more than just calling in to clarify a query. This ensures you retain the customer, and all you did was answering the call quickly and to the point.

Have you optimized your call queue configuration recently? If no, it is time to take a good look at the current status. Remember, the ultimate goal is for the customer to have a good caller experience, and optimizing call queue configuration is the best way to do it.

The call queue configuration should have features that make it easier for the customer to look for alternative in case their call is not answered immediately.

Off customers a queue callback – Your customers should be provided with an option to leave the queue, and wait for the agent to call back
Offer voicemail – Customers should have the option of leaving a voicemail

Maximum queue – There should be only a certain number of callers per queue, additional callers should not have to wait but be directed to voicemail

Limit waiting time – This is the most frustrating part for any caller. When the waiting time has reached, the caller will once again be directed to voicemail

How can your company effectively measure caller success? It is based on 3 basic processes, including measurement, analysis and collecting feedback. The company should receive regular statistics and reports for call center metrics to work. It is critical that you monitor caller experience and agent performance. This aids in customers having a pleasant caller experience, the agent resolving issues and boosting the company reputation in the process.

Now is the time to test your call flow configuration process. How effective is it? Will it help retain customers? Does it improve caller experience? Create a customer service standard to keep your customers happy. Remember, you should listen to the customer, and speak later. A customer calls in because they want to speak. Do not drown out their voice. Use active listening to ensure they know they are being heard. Discover the problem, ask questions to get to the bottom of it and offer a resolution.

The end-user experience offered should be a seamless one. Customers should feel like you are within reach and you mean serious business!

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