Friday, April 24th, 2020
In a world where everything is seemingly digital, very few things can still calm and reassure quite like a friendly voice on the other end of the telephone.
Of course, expert call handling is of paramount importance when it comes to business communications. Whilst social media, chatbots, email, and web chat all have their place as part of a suite of solutions, a voice call cannot be beaten for speed of resolution, reassurance, and ease of use when concise answers are needed in response to urgent and specific enquiries.
Additionally, when calls are answered promptly and in a professional manner, this always creates a great first impression and instantly gives callers greater confidence.
Minor changes like eliminating an engaged tone, reducing time on hold, and directing a caller to the right person or department at the first time of asking can all have a huge bearing on the creation of a more positive customer experience.
Of course, predicting call volume can be a near impossible task and can result in customer service departments being under or overstaffed, which in turn can impact service levels and have negative budgetary implications too.
There is however an alternative to retaining everything in-house. Outsourcing can give a business total control over costs and provides a flexible solution that will adapt to a business’s needs. Consequently, more businesses are using inbound contact centres which offer a complete range of professional call handling solutions.
So, if you are interested in finding out more about how the team here at mplcontact Sutton Coldfield, Birmingham put personalised call handling right at the heart of our business offering, call us today on 0800 018 6009 or, alternatively, complete our enquiry form HERE and one of our friendly experts will be in touch as soon as possible to see how we can help.
In the meantime, please stay very safe!