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Losing customers is a very costly problem. The quality of the reception of the first phone call depends on whether the client continues to work with this company or applies to another one.
Recently, most companies have achieved approximately the same level of quality of their products and services. Therefore, the buyer's choice already depends more on the level of service and professionalism of the seller. First of all, the client evaluates whether his question was carefully answered, how intelligibly he was answered, and of course, whether he was pleased to communicate with the employee. It takes a couple of seconds to make a first impression on the phone, but sometimes it takes several years to fix the situation.
The reasons why customers stop using the services of a particular company after talking on the phone may be:
• Unable to get through – all phone lines are busy,
• Long waiting time to answer a phone call,
• Constant switching from one employee to another, and you have to explain the question again,
• Low professionalism of employees: promises made over the phone are not fulfilled, they do not listen attentively, the question is not properly answered, the employee sought to sell rather than understand the needs of the client.
As a result of poorly received phone calls, an organization may lose important customers, lose the loyalty of regular customers, or the customer may simply contact another organization.
The company invests heavily in advertising in order to attract customers, and loses customers attracted by advertising due to a poorly received call. Therefore, it is important to evaluate the effectiveness of receiving phone calls in order to improve it. Monitoring can be carried out by recording telephone conversations on a computer, which are listened to by a manager or specialist. All the mistakes made are further discussed and analyzed.
Using the recording system, you can estimate the number of non-calls to the organization, the quality of work with a phone call by employees, the maximum waiting period for a subscriber on the line, and restore a telephone conversation in order to clarify agreements.
This is one of the best ways to improve the quality of customer service.
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