When a customer tries to reach out to your business, it’s a moment of direct connection. As such, it cannot be undervalued. This is a rare moment to make the most positive of impressions on your potential customer, and you’ll need to make sure no mistakes are made.
Call routing is one area where your business runs the risk of dropping the ball. Do you know what the most common call routing mistakes are and how to avoid them?
Getting familiar with this topic can help to ensure that your business runs smoothly and that your customer’s experience will be a positive one. What do you need to know? Read on.
1. Bad Call Flow Design
Call routing is all about getting your customer on the line with the person most suited to answer their questions and provide for their needs. Of course, this is a task that’s more difficult than it might initially sound.
What will your customer experience once they pick up the phone? It’s a good idea to plan out a flow chart ahead of time and ensure you’re directing customers in an organized fashion.
Start with a welcome message (and what information it might provide) and break down the different options for customers and where they might lead. Try and create a flowchart that has a path for every possible customer need.
If you do this type of planning, you’ll avoid bad flow design and provide a better overall experience.
2. Optimize Business Routing for VIPs
Does your business have certain clients that are much more high-value than others? If yes, these are the last people you’re going to want to leave on the line for an hour while your agents are busy with other customers.
A smart business will offer an opportunity for VIP consumers to skip ahead further in your flow chart with ease.
This might take the form of a different call-in number, or a certain option that the customer can take off the main menu to move further in the process.
3. Prioritize Skills Based Routing
It’s essential that your customer is connected with an agent that can actually provide what is needed. Skills-based routing is a working process that ensures a customer’s time isn’t wasted by connecting them with someone who can’t help.
Let’s say a customer is calling from France, as indicated by their phone number. A smart routing system would be able to recognize this number and would ensure they are connected with an agent who is fluent in French.
You can read about salesforce call routing and learn about more smart routing options that might be right for your business.
Call Routing For Businesses
Call routing in sales is deeply important, and it’s something that every business owner should take very seriously. The above information can help you know what some of the most common routing mistakes are and how best to avoid them.
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