If you're reading this then you're likely looking for an answer to a question. Wouldn't you be angry if we ended the article right here?
Consumers calling customer service contact centers face a similar type of frustration daily, and it's irritating enough to prompt them to switch to a competitor. If you're finding that your agents simply can't meet the needs of clients, it may not have anything to do with the product itself. Dropped calls and poor quality can be the root of the issue, and voice over internet protocol (VoIP) is one way to fix it.
Understanding your audience
There's a growing amount of technology, software and e-commerce companies entering spaces that were highly competitive to begin with. With price points more or less hovering in the same territory, a key value point for organizations looking to get ahead has been customer service. If a device is broken or the wrong order comes in, people don't want to talk to a robot - they want the advice of another human being.
Call center agents are often the first real point of contact between consumers and a business, and sending them to an auto-attendant robot can make for a bad first impression. Similarly, if the calls continuously drop or the quality is so poor that clients can't hear a word the support team member is saying, it ends up being a waste of time for both sides.
How to position your company for success
Businesses are moving away from traditional legacy equipment because of the inefficiencies it has: Namely an inability to accommodate fluctuations in traffic and a penchant to drop calls. VoIP has emerged over the past decade as a viable option because of the agility and improvement over its predecessors that it provides.
By moving to the cloud, organizations gain better call quality and a host of other advantages, according to The VoIP Report:
● Ability to quickly route customers to right representative.
● Tool that can bring sales or support team members in on a call.
● Gather data that can be used to evaluate and act on consumer trends.
● Greater reliability and flexibility.
When it comes to customer service, availability is the best ability. Companies can ensure customers always reach representatives by upgrading to VoIP. Contact a NetFortris representative today to learn more.