Are bad caller experiences costing you?

November 3, 2017 | Marija Sekularac

Are bad caller experiences costing your company money? For many businesses this just is not an option. However, it’s very common. In today’s digitally connected world, consumers form their opinions about companies from the small bits of communication they have with the company. Phone calls are one of them. Just one negative experience creates a bad first impression and a lasting poor reputation. But, there are steps you can take to minimize it. It starts with understanding what’s happening on the phone.

What’s happening on those calls?

Organizations need to have a way to manage caller experiences. When mistakes are made here, it costs companies money. You cannot spend a lot of time on the phone listening to your customer service reps. And you do not have the funds to hire someone to manage them. You don’t have to take that step, though. With the investment in tools such as call tracking, it is possible to reduce much of this unknown factor.

When you use call tracking and call routing tools, you streamline the way people communicate and you track them. It gives you an inside look at the customer journey. Without a tool like this, there is no way to know why your customer didn’t come back for a second purchase or wrote that poor review. It’s common that companies will never hear from the customers that are more likely to be loyal but have a bad experience and never return. Yet, with all tracking software, your customer experience becomes clear and easily tracked.

You can see when poor experiences are impacting your customers.

Was the representative too harsh?

Did they not communicate key information?

Did they fail to gather information that can help you avoid future instances like this?

All of this contributes not only to improving customer service but also to building your business and creating repeat, loyal customers.

What happens when you manage the caller journey?

Information is invaluable to companies. With the use of call tracking, it becomes possible to look inside the caller journey so that you can make changes going forward. Here are some ways this can directly impact your company’s profitability.

  1. You can track marketing campaigns more effectively. And, you can do this throughout all channels. You know why someone is calling, how they made the decision to call, and what marketing efforts led them to that point.
  2. You can monitor not just where they come from but also where they are going. For example, you can determine how many people call and then end up purchasing after a good customer experience. How many don’t?
  3. You can provide more personalized customer service to your clients. This can help to increase your brand awareness and help your business to scale. It is all about providing personalized attention to consumers. Providing this level of interaction helps you build a better brand image.
  4. You can train your sales agents more effectively. This includes retraining those that may be making mistakes and tapping into calls to use for training of new employees. You can use the data points from these calls to give you an idea of what your employees need from you.

These are just a handful of the ways you can enhance the caller journey with an effective call tracking system in place. Not implementing this will cost you customers and money because there is no other way to know why your customers are not purchasing. An inexpensive, highly effective tool like this boosts customer experience and gives your company the support it needs to grow and compete on a more efficient level.  To get started today, visit try.retreaver.com!