Results First of all, already in the first month of implementing the function, it was possible to increase the share of verified calls to 5 percent in accordance with the generally accepted standard of monitoring quality - without expanding the staff of supervisors or increasing personnel costs. By analyzing the resulting array of text data, the company improved scripts and employee training, which led to more effective resolution of customer issues: in the first three months alone, the average call time decreased by 14%, and the share of requests resolved during the first call to the support service (FCR) increased by 10%. According to the call center manager, Call Transcription also helped the company revise its compliance and monitoring benchmarks, which further contributed to customer service quality and business profits.
Every sales department that works on outbound india cell phone number listt calls faces the same problem: how to get the client to pick up the phone? According to statistics, less than half of all calls made will become a conversation. Of course, the reasons for not answering can be different, but one of the most common is a call from an unknown number. landline number to mobile phones in other regions, the probability of no answer increases, because the number is not just unknown, but completely foreign. In order to become a part of all regions, the Virtual PBX Auto-replacement by geography option was invented. We will tell you what this option is and how its connection helped a company providing accounting services to attract more new clients.
Features of the MCN Telecom client We were approached by a company providing remote accounting services to small businesses. The sales department is organized in the Moscow region, and clients are attracted from all over Russia. Initially, the sales department used a single multi-channel number with the Moscow region code to call potential customers, but the Average Answer Rate was low, and those entrepreneurs who could be reached often reacted negatively to a call from the capital offering remote accounting services. Finding a solution Having studied the most popular objections of clients, the sales department management came to the conclusion that many clients are put off not by the idea of outsourcing accounting itself, but by the fact that they are receiving calls from representatives of a non-local company.