If you’ve been paying attention to the blog – and there will be a test – you’ll know that our call logging and recording software has a variety of benefits, from cutting costs and improving efficiency, to tracking performance and increasing productivity. When it comes to customer experience and satisfaction, however, one advantage stands out; the software’s ability to pinpoint your business’s call handling times, including the length of each call and the period that a person has spent waiting to be connected to the right department. While the length of time it takes to connect a call may not feel so important now, the efficiency with which your agents are speaking to customers is integral.
Allow us to explain…
Why is it so important to understand call handling times?
We’re glad you asked. Call handling times are just a small part of the customer experience, but this information can be some of the most integral; how long has each customer been waiting until they’re connected? Have they been kept waiting for a particular reason, or is there more you can do to increase their satisfaction with your service? The length of time a person is on hold for can be the difference between a reasonable conversation and one tinged with frustration, while longer waiting times can affect your business’s overall performance and reputation; it’s vital, therefore, that you’re getting to grips with the technology available to you. However, until you’re aware that there’s an issue, how can you make the changes your company so desperately needs?
The main issue
The main issue with many call handling services is that they don’t take into account each leg of that transferred call; your customer may have passed through several numbered options and rounds of the hold music before they’re allowed to speak to a real person, but you’ll only be able to view the figures for the time they’ve been in that final queue. You see, welcome messages, auto-attendants, and virtual receptionists are great ways to begin your customer’s experience, but they’ll often trick your system into believing that the call has been answered – even when, technically, it hasn’t. What you’re left with is a frustrated customer, call times that don’t reflect the data you’re being given, and a hotline that is failing to engage with your customers. So, what’s to be done?
The solution
If you’ve been listening closely, you’ll know that our own call logging and recording software can help you to keep track of your call handling times too; with call logging software you will have instant access to the time it has taken for a particular communication to have been completed, as well as the length of time a person has been waiting to be connected. However, aside from our own technology, which can vastly accelerate your business’s growth and increase your customer engagement, we have discovered one other piece of kit that’s likely to revolutionise your office. Billed as a, ‘simple, powerful, unified collaboration solution’, Avaya’s IP Office Platform is one of the few systems that will provide a ring time for each leg of the transferred call, allowing you to see exactly how long a client has been holding for at every stage of their contact with your company. Rather than showing you the ‘last leg’ of that call, IP Office can give a thorough breakdown of the customer’s waiting time, transforming the way you’re able to do business, protecting your company’s interests, and enabling you to make the changes that will accelerate your business’s growth.
If you would like to learn more about the IP Office, or the ways in which you can improve your company’s call handling times, please do contact our friendly team at Lanonyx. Communication is our business, and we’re here to ensure you’re making the most of the technology at your fingertips.
For more information on how to sense check your call recording system or for anything call recording or call logging related, please give us a call on 0333 0022 440 or contact us, and one of our friendly team will be here to help.