Your contact numbers support sales orders and customer management. When these numbers are “down” your business is not generating revenue, and may be losing customers. Which is why it’s vital that you proactively monitor and test calls.
Despite the growing availability of alternative communication methods, the voice channel continues to be the primary contact method for customers.
The quality of the call experience strongly influences your customers’ perception of your organization, and your brand. A high-quality customer experience is critical because good conversations drive business growth.
In addition to agent-customer conversations, voice analytics, voice-bot call flows, and true interactive voice response (IVR) have a fundamental need for good audio.
Managing a global voice and data network with multiple service providers is not easy. Knowing that a vendor is offering good quality today doesn’t mean they will have good quality tomorrow, because network dynamics are … dynamic.
Here are five reasons why you should proactively monitor and test your numbers:
1. Ensures Excellent Customer Experience
According to Forbes, 96% of customers will leave you for bad customer service. Nobody likes a bad phone call.
Whether it’s a delayed call, terrible quality or a jumbled-up conversation, one bad phone call could easily ruin the rest of your day. Furthermore, what does your customer think of your business if the phone call is poor quality? They probably won’t call again, and will move to a competitor.
Proactive monitoring removes this risk, minimizing widespread customer impact swiftly and efficiently. Ultimately, this protects your organization’s brand reputation and removes any customer pain points.
2. Stronger Brand Loyalty and Protection
Proactively monitoring your calls, producing better quality and a greater customer experience, will increase brand loyalty with your customers.
Your customers will trust your company more, and rely on your product, knowing you provide excellent customer support. This in turn, will generate better word-of-mouth for your business and gain interest from new customers.
Trust is a two-way thing. Organizations trust their customers to help support them and their product. Customers trust the organization to supply them with excellent customer service and fit-for-purpose products, while keeping them up-to-date with company news.
Sure, businesses can only share a certain amount of information with their customers. However, with proactive monitoring, an organization can get in front of problems by alerting their customers in real-time before it becomes bad word-of-mouth.
If a company displays this trust, customers won’t be as irritated by the issue, and will feel like the company cares about their needs (which they do!).
3. Reduces Time Spent Troubleshooting Issues
Think of how annoying and time consuming it could be trying to pinpoint the reason your calls are of poor quality. Going through a labyrinth of possibilities, when the answer could be right in front of you, but it’s too late.
Your customer has moved on to your competitor and you still haven’t found the solution to your problem. However, if you proactively monitor and test, you can avoid going in roundabouts and deal with your issue in a straightforward manner. Time is money, there’s no point burning the bank!
Now that your organization is keeping your customers happy and you are preventing any issues from arising before they become a major problem, your next focus should be about the cost for the company.
Reducing troubleshooting time and good word of mouth mean more revenue for your organization, which all stems from making sure you have a good phone call. It’s straightforward and simple.
5. Less Hassle for Management
For any good business to work, they need to have a well-organized structure, running smoothly like a well-oiled machine. Sometimes, management may not know there’s a problem until it’s too late and blown out of proportion.
Proactive monitoring can prevent this, turning management attention to correct minor issues constantly before they become more significant problems, further focusing on success for the business.
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.