Benefits of Virtual PBX

[ashammi228]

Every day CoMagic receives several hundred inquiries from existing and new clients, most of them by phone. It is very important to organize their processing with maximum speed and usefulness. Evgeniya Nikolaeva, head of the control service, shares her experience on how a Virtual PBX can increase customer loyalty.

Evgeniya Nikolaeva. Head of Quality Control Department

According to statistics, most of the company's requests are phone calls. We receive calls from both prospective and existing clients. Sooner or later, any manager faces the idea that telegram free number something can be improved in the processing of these requests. But what and how? And in general, is it worth starting to spend time on this? Let's be honest, not all of these questions sound specific and are subject to simple analysis, but the answer to them could help the business work much more efficiently.

In this article, I won’t give you a cure-all, but I will share my experience on how to increase customer satisfaction among existing clients.

When organizing call handling, I really wanted to avoid those things that are most annoying when contacting any call center:

multi-level IVR, through which it is impossible to reach a real person;
long waiting time on the line for an operator to answer;
call forwarding to other employees. This means that I will have to talk through my problem from start to finish N more times.
I tested many call scenarios before developing the one that suited us. I am sure that even now it is far from ideal, since the functionality is rich, and technologies do not stand still. CoMagic, in turn, constantly pleases with the expansion of the range of possibilities. So, to specifics - I share life hacks (or in detail about how we work with existing clients).


Evgeniya Nikolaeva. Head of Quality Control Department

If the caller is known to us, the call with a personal greeting is redirected to a personal manager. When the manager is already talking or is absent from the workplace, we back him up with a backup manager. Important - there can be several backup managers and in order to reduce the client's waiting time on the line, their phones ring simultaneously.

By the way, another cool feature for those who do not have a personal manager is that you can connect the caller with the manager he spoke with earlier, which minimizes the need for the client to repeat his question again.

If they cannot answer, then such a request is sent directly to the group leader. Each call that reaches the leader is reviewed in detail. Various conclusions can be made on this basis - from punishing slackers to expanding the staff of managers.

What is important is that right during the greeting we ask the client to evaluate the quality of the response received at the end of the conversation. Our quality control service carefully studies all assessments and, listening to conversations, analyzes the work of operators for the purpose of assessing knowledge and competencies. If we turn to statistics, we see that every fifth caller to our consulting and customer support department leaves feedback. The interesting results of this analysis give rise to trainings and educational seminars for the support service, reworking of customer service processes, fines and, of course, incentives for managers.

Now all these changes sound like truisms to us, but we have come a long way before implementing them. Service satisfaction surveys show that we are moving in the right direction. Currently, clients rate our service level at 4.7 points (last year's result was 4 points). And this is not the limit. Our motto is only forward!

I wish everyone loyal and regular customers!