The global Coronavirus pandemic is changing the way businesses operate, and many companies are shifting their Call Centers to a remote work environment. And while this should be hailed as the right thing to do, it’s also creating new challenges for companies as they scramble to enable employees to work from home and ensure calls are properly routed and handled.
One of the most powerful tools businesses have to communicate with callers right now is the messaging capabilities built-into Call Center features such as IVR & Call Queue. Using these capabilities in the right way will effectively help to lighten the load for agents, reduce caller frustration, and serve customers faster.
We’re sharing our best guidance and actions you can start doing today on how you should set up your phone messages and system features to be more responsive and helpful to your callers during COVID-19:
Covid-19, or Coronavirus, is impacting businesses and cities across the country in an unprecedented way. Many companies are suddenly faced with temporarily shutting down operations, or at the very least, making changes to working hours and allowing employees to work from home. You may also find it necessary to update protocols to ensure the safety of your staff and patrons, and it’s important that each person affected by these changes receive the message as soon as possible.
Social media, email, and your business website makes it easy to get a message through to your customers at scale, but your phone system still remains a key frontline communication tool. As more cities are encouraging people to stay home, customers, suppliers, and partners may call your business to get quick answers, such as changes to your business hours, instructions on how to get help, where to find the most up-to-date information, new procedures your company is implementing to conduct business or anything else that’s outside normal operations. There’s a strong chance you might experience a higher call volume than normal because customers will have questions they’ve never had to ask before.
Businesses across the country are monitoring the Covid-19 status every day, and as new developments become available, it’s important for businesses to be able to fluidly prepare and adapt to minimize any negative effects on operations.
We’re sharing some practical advice on what you can start doing today to empower your business phone system during the Coronavirus pandemic and create a better customer experience:
MightyCall is a fast-growing virtual phone system provider based in Seattle. MightyCall is designed for small business owners and their companies.
Every healthcare facility from small to large understands the priority of fast and reliable communication. Unfortunately, most medical practices are also faced with a paradox: upgrading service while economizing on costs. This results in a vicious circle of compromises between communication convenience and affordability.
To cure this condition for good, a large number of hospitals and clinics worldwide are switching their communication network from landlines to VoIP or a Virtual Telephony service. But surprisingly, even VoIP-friendly clinics often miss out on the extensive rewards that a properly set up VoIP system provides.
Below, we’ve compiled a list of 7 simple steps for your healthcare practice to start using VoIP like a pro. These steps will take you from basic to insider tips on making virtual telephony solutions run in a smooth and easy manner.
VirtualPBX develops a hosted business phone system that joins affordability, 24/7 support, and powerful features like Call Recording and Conferencing.
Your automated attendant is an invaluable part of your organization. Consider all the tasks it performs for you – day in and day out:
It answers your calls, up-sells your products, and reminds callers about important product features you offer. In the average inbound call tree, it reaches customers through dozens of possible touch points. When you consider that the average consumer spends 13 hours per year on hold, it becomes even clearer that your most dedicated service representative has a lot of time to interact with callers.
If you’re not already endowing your automated attendant with custom greetings, this holiday season is a great time to get started. Let’s take a look at the details of the customer-attendant relationship and the ways greetings can boost sales and customer retention.
Every customer interaction is an opportunity to make a great impression, which is why companies should consider using interactive workflow engine technology to create more personalized self-service. It’s a cutting-edge way to “wow” your customers in every phone call.
After the sale is made and the phone system is configured, it’s time to have the greetings & voice prompts recorded; something that can be time-consuming and burdensome for Telecom Agents and their customers. Moreover, it’s self-evident that professional voice recordings far surpass the quality of customer self-recorded phone system messages. So, it’s no surprise that more and more Telcom Agents like MSP’s & VAR’s are including professional greeting & voice prompt packages with their phone system sales. However, professional voice recordings offer a lot more value than a great sounding phone system.
Here are 5 ways that Telecom Agents can benefit from professional voice recordings:
A voiceover artist does more than give voice to your content, they create an emotional connection between the listener and your brand. Using the same voice across your professional business recordings helps reinforce your image and build brand personality. Which is why when you take a moment and remember a Coors beer commercial, you probably hear the deep, resonant voice of Sam Elliot. Or you may hear the smoky, soothing voice of Susan Sarandon when you recall a Tylenol commercial.
A prospective client/customer calls your business during a time of high call volume. So, naturally, you put them on hold until someone can attend to their needs. But have you ever taken a moment to think of the real marketing opportunity this scenario presents? After all, you have a captive audience, provided you can hold that caller’s attention long enough to keep them on the line. This is where a well thought out on-hold script is crucial. You want to keep it informative enough to be of value to your caller, but not so detailed and long-winded that you lose their interest. So, what do you include in your on-hold messages? Look no further! Whether your system utilizes a short 4-minute on-hold message or an extended 8-minute on-hold program, we’ve outlined all the essentials to include in your on-hold scripts, as well as what not to include...
