Currently, the channel most used by customers to contact the company is the telephone. Therefore, it is very important for companies to have good call management. Efficient call management improves employee performance and provides a better customer experience, which translates into increased profits and results.
To optimise the reception of incoming calls, we can automate the most repetitive processes, such as the distribution of incoming calls, through a menu of options, for example, so that agents invest their time in more qualified tasks and know how to deal with the call in a personalised way. The configuration of schedules is also key. If customers call outside business hours, they will appreciate a voice-over to inform them of the opening hours and the option to leave a message in the mailbox if necessary.
Once the calls have been distributed, it is very important to listen very carefully to the customer. Recognise their needs and the aspects that most interest them in order to be able to offer them personalised attention and adapt the service to their priorities. We cannot give mechanical and identical attention to all customers, because each one has different needs and contexts. We must carry out an analysis through simple questions in order to have all the customer’s information before starting to sell the service.
All this professional call management will also offer an image of a company that is organised and committed to its customers.
To carry out the call management of our company, the best option is to have a virtual PBX service that facilitates the tasks of call distribution and automates the processes that interest us. Below we explain what a PBX is and what its advantages are in terms of call management.
Advantages of using a virtual PBX for call management.
The virtual PBX is a system that manages incoming and outgoing calls for a company. To manage these calls efficiently, it has a wide range of functionalities; waiting queues, mailboxes, timetables, IVR and much more. Here are some of the advantages of a virtual PBX for call management:
- Cost reduction: There is no need to make any initial investment in specific equipment or terminals, as all we need to use the virtual PBX is a device with an internet connection. It can be used directly from any smartphone via an app, from the work computer via the browser or even from a tablet. This will mean significant savings, allowing the use of the service from the work tools that we already have.
- Flexibility to work from anywhere: No need for a fixed device connected to a specific place, so we have the possibility to do our work anywhere in the world. By inserting the specific username and password in the terminal with internet connection you can use the PBX extension wherever you are.
- Internal communication: Thanks to the advanced features of the PBX software, such as corporate chat, internal calls and videoconferencing, you can manage internal calls efficiently through direct buttons and offer direct contact at all times to your team, regardless of whether they are at home or in the office.
- CRM integration: For a good call management it is essential to control customer records. These files contain all the necessary data to attend to customers, as well as relevant comments that will help in any call, so that agents can offer personalised attention to each customer.
- Call statistics: The call statistics information will reflect all the data we are interested in, performance reports, call peaks, percentages of unattended calls and much more. The PBX allows you to keep track of calls up to date. In this way, we can evaluate the strategy we have adopted and make proposals for improvements.
- Waiting queues: One of the objectives of call management is that no call is left unanswered, and consequently no customer is left unattended. Waiting queues help to improve customer satisfaction as their main function is to handle calls that cannot be answered when all lines are busy. You can set up waiting queues with music and informative locutions so that the customer has the feeling of being attended even if there are no agents available.
- Options menu: Another functionality that helps the customer receive personalised attention is the options menu. When the call is received, the customer will have previously gone through a menu in which they will have chosen the options that best suit their needs. This ensures that the person who attends to the customer is the most appropriate person to meet the customer’s needs.
We have seen some of the advantages that a call management system can offer you. PBXs allow you to manage calls in an intelligent way and will also give your company a more professional image. If you are interested in contracting a PBX service, or you are still undecided and have more doubts about it, do not hesitate to contact us.