If your inbound call flow is in ‘set it and forget it’ mode, it could be costing you.
It’s not uncommon for business owners and managers to set up their inbound call system and then turn their focus to the more immediate demands of business.
But your inbound call system is a marketing tool that can work for or against you, depending on the complexity of your business and the interactive voice responses you put in place to serve your customers.
Here are seven reasons why it’s critical to review your inbound system on a regular basis and adjust it as needed.
Your inbound system is often the first point of contact you’ll have with new customers and vendors. And it’s a frequent point of contact for existing ones. How you handle each call determines the impression you leave with each one.
Imagine what it might cost you if your callers repeatedly land in voicemail, reach the wrong department, are greeted by rude employees, or are forced to endure long on hold times.
That’s no way to treat customers who want to do business with you. They deserve better.
When inbound calls go sideways, you risk losing sales and lifelong customers. At best, your loyal customers will be frustrated. At worst, potential customers will hang up and call someone else.
When calls are routed to the wrong department, it’s not only a problem for the caller but for your staff as well. Misrouted calls interrupt focus. According to one study, it takes an average of 25 minutes for a worker to return to his or her original task after an interruption.
If your calls are consistently routed to the wrong person or department, what is that costing you in employee productivity?
When calls go sideways – whether misrouted, unanswered or otherwise, you’re risking damage to your brand reputation. And with all eyes on social media and their ubiquitous hashtags, brands can suffer damage to their reputation with negative customer experiences.
If you aren’t monitoring your inbound call flow system, you could be losing calls and not even know it. While some of your customers will care enough to call back or email you and share their frustrations, others will move on and find someone else to serve them.
If your inbound call system is faulty, you may be missing important customer feedback that can help you in other areas of your business. By monitoring call flow, you’ll stay on top of which options your customers use most often, which ones are seldom used, and how better to serve their needs.
You don’t know what you don’t know – so it’s critical to include feedback options in your inbound call flow.
Your inbound call flow system is a treasure trove of features designed to help you serve your customers better and optimize your revenue. If you aren’t reviewing that system on a regular basis, you may not be optimizing the features that help you accomplish the goals for which you bought the system in the first place.
For inbound call flow to work for you, you should monitor features such as:
• Calls answered
• Calls dropped
• Calls rerouted
• Hold times
• Customer feedback
Work to improve these so that you maximize your call opportunities and minimize potential problems.
If you find that the demands of your business prevent you from reviewing and monitoring your inbound call flow system, seek help from a professional consulting company that specializes in inbound call flow.
By doing so, you’ll increase customer satisfaction, strengthen your brand, increase employee productivity and make more money.
Need help with your inbound call flow review? Give us a call at 1-800-492-1901 and let’s talk about how we can help.