Can you recall the last time you overheard a member of your sales or telemarketing team calling a prospective customer?
Or the last time you dialed into your main number and navigated your Interactive Voice Response system?
Or the last time you mystery called one of your locations to see how well the front-line phone staff cares for callers?
Once you have systems and employees in place it's easy to take for granted that everything is running smoothly. And everything might be running smoothly. But is your team providing the type of caller experience that converts cold calls into customers?
Are your incoming callers treated so wonderfully and efficiently that they tell others about your company and look forward to calling back themselves?
Are your automated systems making it very easy for customers to get what they called for?
If you didn't answer 'yes' very quickly and confidently to all three of those questions, there are a few blog posts you might want to check out.
“Is Your Calling Style Costing You?” recounts a few bad phone calls I've received recently, and how similar approaches to outbound calling can hurt your top line.
“Why Telephone Etiquette Training is Worth the Investment” reinforces the idea that you have an opportunity to build customer loyalty with every phone call.
“IVR: Interactive Voice Response and The Human Touch” is a reminder that, as amazing as digital technology can be, it still requires thoughtful input to make it effective.
For all things related to caller experience, please call our BusinessVoice team at 800/473-9005.