Fonality Blog | VoIP, Unified Communications, and Business Tips

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Is your contact center empowering customers?

Every business is a contact centre. Whether two, five or 100 employees, businesses depend on communicating with customers, so must rely on methods to keep in touch and respond to calls from new and ongoing clients.

In the digital age, consumers should be empowered by technology, not hampered by it. Thanks to mobile tech and the prevalence of the internet in our everyday lives, consumers expect engagement and a timely response when they reach out to your business.

Here's how Fonality's business phone systems can help your customers feel empowered, not powerless, when they reach out to you.

Cut wait times

According to Forrester research's 'Trends 2016: The Future Of Customer Service' report, 73 per cent of respondents say that time is the single most important factor determining quality of service.

Getting wait times right can be a juggling act, but this is where Fonality's Contact Centre shines. With unlimited queues and automatic call distribution, it's easy to connect employees with customers as quickly and efficiently as possible.

Speak to the right person

'Engagement' is the key word when empowering customers, according to IBM. They way to do that with your contact centre? Put them in touch with an expert.

An empowered consumer has access to a plethora of information at their fingertips, and as such, are much more diligent and informed about the information they receive. By putting them in touch with a skilled or the most knowledgeable person as soon as possible, through the likes of Fonality's skills-based routing, you can drive engagement in a hands-on approach that leverages the ability of your employees by sending more calls their way.

Fonality's business phone systems also have whisper functionality - the ability for supervisors or managers to discreetly listen in on a conversation and jump in when necessary to ensure that the customer is given the right level of service.

The benefits of a good contact centre

In the digital age, consumers should be empowered by technology, not hampered by it.

According to Deloitte's 2015 Contact Centre survey, half of respondents believe that their centres plays a primary role in retaining customers, and 85 per cent view a good relationship between customers and their point of contact as a competitive advantage.

After all, a service call is an opportunity to build brand loyalty and engagement, so improving your contact centre functionality has benefits beyond improving the efficiency of your phone systems.

To find out more, get in touch with the team at Fonality today.