You control what happens with each incoming call and, to a large extent, how each customer and prospect feels during and after their call.
By designing an efficient call flow, along with providing a valuable holding experience, callback options and CSRs who deliver friendly, knowledgeable service, you’ll create an enjoyable caller experience journey that encourages repeat calls.
A few factors to consider:
- What are all the requests a caller might make of your team? Are you prepared to respond to those requests?
- What are all the problems or pains a caller could express about your product or service? Does your On Hold Marketing content offer solutions to the most common caller concerns? Will your CSRs have great responses?
- Are your call center agents using scripts to ensure that they’re following your best practices?
- Do your call center agents have easy access to all the training, information and other tools they need to serve callers as effectively as possible?