ITFS (international toll free service) grants customers the luxury of calling businesses for free. Simply relieving the customer of the costs allows them to focus on the service/product of interest, rather than the call fees. With the business covering the cost, customers have one less thing to worry about, making them more likely they pick up the phone and inquire about your business’ offerings. As a result, more sales opportunities are certain.
Many may think that such a service (like ITFS) wouldn’t be as useful since more and more are purchasing and placing orders online. On the other hand, it is important to understand that many become impatient when certain information is hard to find on the website. Furthermore, factors such as long hold times, numerous transfers, or poor customer service can also deter callers from contacting a business. It should be noted that all factors need to be taken into consideration, but having ITFS implemented within a business is already one step ahead.
Although ITFS can help all the above factors, it significantly serves customer service agents to perform more effectively and efficiently. Just as customers do not have to worry about call fees, customer service agents don’t have to worry about lacking call center technology securing the connection and path through which the caller passes. The main goal of the call center representative is to provide excellent customer service.
Giving your customer service representative confidence in your call center software reassures them of the backend functionality and allows them to focus on the customer and their needs.