Call Forwarding: Don't Play Tennis With the Client
Posted: Tue Dec 24, 2024 9:05 am
"I called the company. First I listened to the voice menu for 10 minutes, then I waited for the operator to answer me. The operator forwarded me to the technical support department, and there they told me that I needed to go to the after-sales service department... In the end, even the manager couldn't help me. I don't want to deal with this company anymore."
We found this comment on one of the many forums where lebanon phone numbers customers leave their reviews of various companies and the problems they have encountered. It was not a coincidence that we chose it. Such cases do indeed happen very often and are mainly due to the incorrect organization of the incoming call processing process. As a result, the company loses potential customers and, accordingly, its profits.
How to stop playing tennis with a client and organize effective processing of incoming calls? This is what we will talk about in this article.
What should you think about first? No, not the telephone system. First of all, you need to check the organizational structure of the company:
distribute responsibilities and powers;
create a clear departmental structure;
describe the job responsibilities of employees.
Each employee should have a clear idea of what powers they have, what is expected of them, and what their relationships with colleagues should be. This can be achieved by drawing up work organization schemes with corresponding instructions.
The organizational chart should reflect the real structure of the company. It should be understandable, simple and concise. The organizational structure is a kind of foundation for the company. By constructing a company chart, you can identify weaknesses and problems in management.
Having figured out who is responsible for what in the company, you can move on to debugging telephony. The most optimal option for business is a virtual PBX. A PBX allows you to organize telephony according to the company's profile and its features. Also, a virtual PBX offers many additional options, the main ones of which we will consider.
Increase sales with the UIS communications platform
A reliable cloud telephony operator: our own number capacity and the #1 technical support on the market.
Manage communications, control employees and automate the sales department.
Get a consultation
The " Voice Menu " function will simplify navigation for customers who call the company and help them quickly contact the necessary department or employee. In addition, the voice menu can greet customers, play music instead of beeps, and answer the most common questions.
Scripts will help you organize the order of processing incoming calls . You will be able to set up absolutely any scheme for receiving incoming calls. A call can go to a specific employee or department immediately, to work or mobile phones. You will be able to define a processing scenario depending on the day of the week or time of day, determine the call route for a client group or even personalize it to a specific person.
To simplify the work of creating a new scenario, you need to perform a number of preparatory actions. First of all, think about how the scenario will look, what the sequence of operations will be and their logical conclusion. This stage is the most important, since further customization will not be difficult.
In order not to transfer the client from department to department, from phone to phone, it is necessary to correctly identify his needs. If the call is received by an operator or secretary, it is necessary to determine who, why and to whom is calling. At the same time, it is also important that the call is received by the employee responsible for the area of interest to the client. Compliance with such simple conditions will serve as the key to successful communication with the company's clients.
We found this comment on one of the many forums where lebanon phone numbers customers leave their reviews of various companies and the problems they have encountered. It was not a coincidence that we chose it. Such cases do indeed happen very often and are mainly due to the incorrect organization of the incoming call processing process. As a result, the company loses potential customers and, accordingly, its profits.
How to stop playing tennis with a client and organize effective processing of incoming calls? This is what we will talk about in this article.
What should you think about first? No, not the telephone system. First of all, you need to check the organizational structure of the company:
distribute responsibilities and powers;
create a clear departmental structure;
describe the job responsibilities of employees.
Each employee should have a clear idea of what powers they have, what is expected of them, and what their relationships with colleagues should be. This can be achieved by drawing up work organization schemes with corresponding instructions.
The organizational chart should reflect the real structure of the company. It should be understandable, simple and concise. The organizational structure is a kind of foundation for the company. By constructing a company chart, you can identify weaknesses and problems in management.
Having figured out who is responsible for what in the company, you can move on to debugging telephony. The most optimal option for business is a virtual PBX. A PBX allows you to organize telephony according to the company's profile and its features. Also, a virtual PBX offers many additional options, the main ones of which we will consider.
Increase sales with the UIS communications platform
A reliable cloud telephony operator: our own number capacity and the #1 technical support on the market.
Manage communications, control employees and automate the sales department.
Get a consultation
The " Voice Menu " function will simplify navigation for customers who call the company and help them quickly contact the necessary department or employee. In addition, the voice menu can greet customers, play music instead of beeps, and answer the most common questions.
Scripts will help you organize the order of processing incoming calls . You will be able to set up absolutely any scheme for receiving incoming calls. A call can go to a specific employee or department immediately, to work or mobile phones. You will be able to define a processing scenario depending on the day of the week or time of day, determine the call route for a client group or even personalize it to a specific person.
To simplify the work of creating a new scenario, you need to perform a number of preparatory actions. First of all, think about how the scenario will look, what the sequence of operations will be and their logical conclusion. This stage is the most important, since further customization will not be difficult.
In order not to transfer the client from department to department, from phone to phone, it is necessary to correctly identify his needs. If the call is received by an operator or secretary, it is necessary to determine who, why and to whom is calling. At the same time, it is also important that the call is received by the employee responsible for the area of interest to the client. Compliance with such simple conditions will serve as the key to successful communication with the company's clients.