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GET A GRIP ON YOUR INCOMING CALLS

Look around your office and think about what has remained constant over the last two decades. Almost nothing -- except the age old EPABX!

Your wired network has been replaced by a broadband Wi-Fi, your PC has been replaced by a laptop, your standard phone has been replaced by a smart phone, your employees are increasingly on the move and bulk of your business is today conducted over your employee’s mobile phone unlike from the office phone earlier on.

And yet you rely on the age old EPABX and a receptionist to manage incoming calls to your business. Why? Not only is this system available only during office hours, it is expensive and laden with all limitations associated with land lines and a human interface managing it.

Picture this, your receptionist is manning the EPABX is busy attending to two calls simultaneously. A third call arrives and obviously goes unattended. And for all you know the third call was the big lead that you have been waiting for. Too bad you will never know who called. Worse, the customer feels you are not going to call back and since he won't call you back again, he will likely call your competitor.

Another common scenario, a customer is frustrated that in spite of repeated calls he is unable to interact with a company representative who can solve his query. What do you think the customer will do? Dissatisfied with your service, he will likely never touch your brand again or worse he will convince people under his influence to do likewise.

And these are just few examples of how manual call management systems are hurting organizations that depend on incoming calls to generate business leads or to manage customer expectations. Is there a way out?

Yes, you could implement on demand, fully automated and pay-as-you-use incoming call management systems that require no hardware or software installations on site in few simple steps and benefit

Here’s how you could do it:

  • Choose a toll free or a 10 digit mobile number for you business just like you chose a unique name, email and website address for your company. This number should remain with the business wherever, irrespective of office address and city. Currently, most business owners prefer to list their own mobile number on the company card and this as you will agree can be quite irritating as instead of getting new customer inquiries you end up answering pesky telemarketing calls targeted at your kind of business
  • Configure who should get calls within your company by department and employee and based on priority or availability. This way if, for e.g., the callers wants to reach someone in sales, the call can be automatically transferred to a member of the sales team and if he/she is busy then to another from the same team. If everybody is busy, then the system could be configured to automatically generate an SMS - one to the caller expressing reason for delay and another to a designated sales executive along with details of the caller so that he can call back as soon as he is free. This way no call will ever go unattended or business opportunity lost.
  • Enable automatic call escalation process - If an executive repeatedly doesn’t pickup calls forwarded to his number then his immediate superior could be automatically alerted. This will allow a superior authority to either intervene to handle the call or corner the executive with hard data on why he has been missing his calls. With a detailed call logs available, no one can lie or provide false data.
  • Enable managers to view incoming call details in real time and from anywhere around the globe- A web dashboard should provide full call log details and even recording of each call to understand what transpired during the call for review and further analytics. This is also a great way of assessing employee performance or learning about what customers ask when they call your brand.
  • Enable employees to update call receiver details on company’s lead or support management system even while the call is in progress, irrespective of his/her location. This helps in ensuring that data is available in real time and no additional reports need be prepared.

I personally know quite a few businesses that have successfully enhanced customer experience by simply adopting such efficient, empathetic and fully automated call management systems.
Its time you took the dive.

Dayanand Muthukrishnan
CEO, VMC Technologies

 
 
 
 
 
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