Josh O’Farrell of Spearline argues that proactively monitoring your calls is essential for any contact centre to thrive, giving five reasons why.
1. Provide Excellent Customer Experience
Nobody likes a bad phone call. Whether it be a delayed call, terrible quality or a garbled conversation, one bad phone call could easily ruin the rest of your day. And what does your customer think of your business if the phone call is of poor quality?
Well, for one thing, they probably won’t ring again and may move to your competitor. Proactive monitoring removes this risk, minimizing widespread customer impact swiftly, thus protecting your business’s brand and removing any customer pain points.
2. Build Stronger Brand Loyalty
Expanding on the previous point, proactively monitoring your calls, producing better quality and greater customer experience will increase brand loyalty for 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, gaining interest from potential customers.
Trust is a two-way thing. Businesses trust their customers to help support them and their product. Customers also trust the business to supply them with excellent customer service and perfect products while also keeping them up to date with company news.
Sure, businesses can only share a certain amount of information with their customers, but with proactive monitoring, businesses can get in front of problems by alerting their customers of problems before it becomes bad word of mouth.
If a business displays this trust (and promises that the problem is being dealt with), customers won’t be as irritated by the issue, and will also feel like the business cares about THEIR needs (which they do).
3. Reduce the Time Needed to Troubleshoot 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 dangling right in front of you, but it’s too late.
The 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 your numbers, you can avoid going in circles and deal with your issue in a straightforward way.
Time is money; there’s no point burning the bank!
4. Improve Cost-Effectiveness
Now that your business is keeping your customers happy and you are preventing any issues from becoming a major problem, your next focus should be about the cost for the company.
Reducing time for troubleshooting and ensuring good word of mouth means more revenue for the business, which all stems from making sure you have a good phone call. It’s straightforward and simple.
5. Reduce Hassle for Management
For any good business to work, it needs to have an organized structure, running smoothly like a well-oiled machine. Sometimes, management might not know there’s a problem on the ‘ground floor’ of the company 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.
So what do you need to do now?
Add phone number testing to your arsenal. From keeping customers happy, all operations running smoothly, stopping issues before they become a problem and generating more revenue for the business, it’s the smartest option for you and your contact centre.
Spearline helps you to proactively monitor telephone audio connections, improving performance on a day-to-day basis, and resolving any problems before they arise.
This allows your business to strive forward and maintain a healthy and satisfying relationship with your customers.
For further information, visit: www.spearline.com