One of the best things about VoIP phone service is the set of features it provides. When implemented effectively, many of these features can help your business deliver top-notch customer service to your clients.
Most standard VoIP phone solutions can give you a local presence with customers with call forwarding, make quality assurance simple with live monitoring and historical reports, and increase customer convenience with interactive voice response (IVR) and queue callback. If these features are unfamiliar to you, or you are unsure how to use them in your support department, this article will highlight some key practices you can use with your VoIP service to minimize customer service problems in your business.
Using IVR (Virtual Attendant) and Queue Callback
The Interactive Voice Response (IVR) feature allows businesses to set up a list of routing options for customers to choose from when they call in. If you use an IVR effectively, you can use customer input to identify the nature of each call; that way, callers are connected with the most qualified agent to meet their needs as efficiently as possible. Your may even use IVR / Virtual Attendant to identify customers and pull useful account information for the support agent before they even answer the call.
One major benefit of an effective IVR menu is that the customer is connected with the right agent for their needs without the need for multiple transfers. But even with a well-crafted IVR menu, sometimes your support department gets backed up and customers are stuck waiting on hold for an agent to become available. In that case, the queue callback feature gives the customer the option to hang up the phone without losing their place in line, and receive a call from the next available agent. The IVR gets the customer where they need to go, and queue callback makes waiting for an agent as convenient as possible for them.
Using Call Forwarding
One of the most essential features provided with VoIP phone service is call forwarding. Call forwarding means you may have calls to a number in another city, state, or country redirected to your business. In other words, an Australian business may purchase international phone numbers (which are also available for purchase from many VoIP providers) in the UK and the US. Calls made to those numbers can be configured to forward to their customer support line in Australia at no additional charge to the customer.
Geographic and time of day routing are common call forwarding functions that can increase customer satisfaction. If you have multiple offices, geographic routing will forward calls made to your support line to the nearest office to the customer, minimizing confusion caused by differences in language, culture, and business communications.
Time of Day routing forwards support calls based on the hour that the customer calls, making 24/7 support a much more feasible option. With this feature, a customer with an issue at 1 AM on Saturday morning who calls support is automatically transferred to your night shift support team or an office in a different time zone where it is normal business hours.
Using Call Monitoring and Call Recordings
Two key features included with any VoIP service are live monitoring and call recording. Live call monitoring allows call center managers and office supervisors to view all active agents on calls and listen in on calls in progress. Additional elements of live monitoring are call whisper and call barge. As a supervisor, you can listen in on any call without alerting the agent or customer.
Call whisper allows the supervisor to relay important information and tips to the agent without the customer hearing the supervisor’s instruction. Call barge allows the agent to take over a call with a customer if necessary. Both features are useful for improving the call quality between agents and customers, and coaching new agents through live interactions.
The call recording feature automatically records all agent-customer interactions so they are available at your convenience. Supervisors may go back and listen to any recorded call for quality evaluation or clarification on any disputed communication. AVOXI provides custom quality assurance forms with the call recording feature that supervisors can complete while listening to their recordings. This is useful for documenting issues with specific calls, providing feedback, and tracking trends of various agents.
Using Historical Dashboard and Reports
Historical reporting is vital for monitoring the performance trends of your agents over time and making adjustments as necessary. For example, if the average time spent a customer spends on hold is significantly higher than the average time of other queues, or the average waiting time for all queues is too high, it may be time to adjust your call queue structure, or add more agents. Luckily, with VoIP telephone services, adding additional numbers, extensions, and queues is an easy process.
Solving Customer Service Problems with Cloud Communications
Cloud communications solutions provide many useful features that improve the efficiency of your customer support department and increase positive interactions between your customers and your agents. The features discussed in this article are also useful for making your business accessible to markets around the world, adaptive to growth, and convenient for your customers. Most of these functions are included with any standard VoIP phone service when you use a provider like AVOXI.
If you would like to learn about even more features provided with many VoIP solutions, and how you can use them to improve all aspects of your business communications, talk to an AVOXI VoIP specialist and explore the articles below: