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February 13, 2017

Handling incoming calls in a professional way

Handling incoming calls in a professional way - VCC Live Blog

A clear, user-friendly automated structure informing callers is an essential component of customer satisfaction. It is important that clients feel that the call management system is really helpful and allows them to take action or get information even without a customer support representative.

How could I make the work of our customer service department even more efficient? This is the question supervisors most often ask our advisors. During the preliminary conversations, it turns out that they concentrate mostly on outgoing calls and pay little attention to incoming ones. By doing that, they make their own work more difficult since customer support representatives are forced to deal with calls that an automated call management information system could also handle. What’s more, client satisfaction may be endangered if the caller feels that their question went unanswered and they did not receive sufficient help to go on.

We have expanded the intelligent IVR system of VCC Live with useful new features in order to make incoming call settings even more flexible by calling on the logical connections and control structures known from programming: our goal was to implement the most complicated and dynamic IVR structures in a simple, clear way. The good news is that even complex incoming systems don’t require complicated commands as the entire incoming process can be easily constructed and modified at any time with a visual editor.

Let’s take a financial company with a customer service team dealing with incoming calls as an example. As a result of the security requirements, customers might be asked to provide an ID within the IVR structure before they are forwarded to a support representative or the appropriate information point. Creating a cycle might come handy in such cases: the system does not let the customer go on until they have reached the limit for maximum (failed) attempts. It was possible before but has become even easier thanks to our new features.

Certain types of cases or phone numbers may require different voice recordings. Customer service comes off as much more personal and professional if the system automatically selects welcome messages in different languages based on the country code of the incoming call. The new cases feature helps with that, which is not only suitable for true-false options but provides the possibility to enter various values and can simply handle several cases. One can also use macros in the VCC Live system if certain steps and logical connections are recurring.

A common issue is that customers do not like to wait long on hold for the operator, which is a problem that can easily occur during rush hour. The customer can now easily request an automatic call-back while waiting in line. After the incoming traffic has subsided, the system returns the customer’s call on the number that put in the request or the number given by the customer, and puts the call through to the operator.

Another simple solution, either after a personal call or an automated one, is asking the customer to complete a client satisfaction questionnaire over the phone (e.g. NPS), allowing customer management processes to be easily improved.

One of our most important new developments is exceptional in the field of contact center software: the interactions during the test call can be tracked in real time while monitoring the variables so as to make editing even easier and faster – and all this before activation.

Our advisors recommend that all customer service centres should allocate time to the development of the automatic call management system and the structure of the logical steps and should also feel free to experiment with the setting. Our colleagues can assist in the development of the ideal incoming call management system – we are organising a webinar in February on the new features.