To Retain the Customer, Check the Quality of Your Calls

June 21, 2016 / GuidesforCRM

The customer calls you receive can be an indicator of whether your company is continuing its present course of success or declining slowly without your noticing it. Dan Hesse took a good hard look at Sprint’s record of calls when he became CEO seven years ago, and what he discovered became one of the gears with which he stopped the company’s seemingly inevitably collapse, revitalized it, and launched it to a leadership position. In an interview with Forbes Magazine, Hesse says that the deterioration of the company was rooted in poor quality service, which was mirrored in the way that customer calls were being addressed. Hesse improved the way the staff was handling customer calls, which in turn raised customer satisfaction—and the rest is history.

The lesson is clear.  Monitor the quality of your calls.  Check that the technology is operating without a glitch.  VoIP is designed to discover call-related problems, which will empower your company to offer solutions. This article articulates some of the call issues that have to be addressed as soon as you become aware of them.  Doing so increases the chance of your customers staying for the long haul. – Cora Llamas

 

Many businesses switch seamlessly from landlines to Voice over Internet Protocol (VoIP), but you may find that your employees are experiencing some …

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