Not everyone in your call centre team will have the same ability or the same skills. As such, each and every incoming call may well be best taken by a very different individual and being sure that the most suitable operator answers a call can make a huge difference to how successful your business is.
When it comes to sourcing new business, the right operator can mean the difference between closing a deal and a customer going elsewhere. Not only might someone with very specific skills or knowledge be able to have a more in depth conversation with those calling, but getting through to the right person, first time, will also mean that people do not get frustrated as they are passed from person to person or are constantly asked to ‘please hold.’
Any hosted call centre can maximise its success by simply prioritising the skills and even linguistic ability of those that work for them. In the case of language, those most fluent in a foreign language can instantly have calls routed to them should calls come in from certain areas or countries, and in the case of specific skills or knowledge, those calling regarding specific products can instantly be routed to those with a very in depth knowledge about that subject.
If you run a hosted contact centre, you will be well aware just how important knowledge and focus is to the success of both incoming and outgoing campaigns. By ensuring that the calls reach the most suitable individual for any call and ensuring they have the prompts or scripts to help them navigate every possible avenue, you are far more likely to get the right response first time and save both money and time, whilst simultaneously keeping customers a great deal happier.
A simple focus on your current software could therefore make a huge difference to how productive and successful you are.
