Your Global Contact Numbers
It is a common assumption that your company’s global contact numbers are working just fine, and why wouldn’t they be?
All around the world, companies always believe that their global contact numbers are always working smoothly, not an issue in sight. And by right, they should be; you are paying for them after all, so there really shouldn’t be any doubt, right?
Calls Do Fail
However, in our experience, with an impressive data set to work with, about 1 in 25 calls fail and you may not even know it’s happening. But the customer does, and that’s where the problem is. The customer is ALWAYS right, after all.
That could be numerous potential customers calling to buy your product that just got a ‘busy’ tone and went elsewhere, or worse, existing customers calling for technical support that couldn’t hear the agent, got frustrated and hung up without resolution. Will they buy from you again? They more than likely won’t.
Contact number failures cost businesses millions of revenue every day, most of which stems from customer churn, and without regular monitoring, you have no idea if it’s happening. Typically, this can happen in four ways:
- Call fails to connect entirely (bad)
- Call connects, but the poor audio quality makes conversation impossible (also bad)
- Interactive voice response system (IVR) takes the caller to the wrong place (really bad, depending on where they go)
- Line transfers to different company entirely (catastrophic if the call goes to your competitor)
No matter the reason, the main point to take from this is that your phone lines are one of your most important assets.
They are too important to guess if they are working. Second guessing is both a costly and poor business decision. If you are a business leader with contact centres focused on excellent Customer Experience, it’s time to ask “How many of my customer-facing numbers are failing?”
Customers often attribute substandard call quality to the overseas location of the contact centre. Less than a decade ago, multinationals could not check if their numbers were operating without physically being in a particular country. They had to rely on friends and family abroad or backpackers to dial the numbers for them.
Since then, an in-country number-testing product was developed to bridge this gap in telecommunications.
So, maybe it’s time to looks into tools like this, especially if you suspect your contact centre is experiencing many calls of poor audio quality – maybe even more than one in every 25.
Stop guessing. Using our proactive monitoring and testing tools, platforms like Spearline can help you to pinpoint where problems are so you can act now.
This blog post has been re-published by kind permission of Spearline – View the original post
To find out more about Spearline, visit their website.
Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.