How to increase the company's profits from incoming calls
Technologies / / December 19, 2019
Incoming calls - it's your money
Incoming call - it's not just appeal the person who wants something you have to buy or learn about your company. It is above all your advertising costs.
You can calculate the approximate cost of each incoming call: take the advertising costs for the month and divide by the number of members.
Now think how to process incoming calls in your company. Whether you create a customer base or easily let go of each caller, not leading up to the deal? A lot of you have missed calls, for which no one is going to call back? What happens to the calls that come in after hours?
If your company rather negligent attitude to incoming calls, you can say that you just throw the money spent on advertising.
How to change the situation? To introduce the work of the company's cloud-based PBX.
What problems will help solve cloud PBX
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One of the problems of small businesses - the days of heavy load, when the operator is not enough, and people can not reach you. This is a serious blow to sales: you sure there is no chance to make a deal, if the conversation with the client did not take place.
It is important to monitor the load and time to replenish the staff, if your no longer cope and because of this you lose customers, and therefore money.
With cloud PBX onlinePBX You can always view statistics on calls, downloading each employee and the number of missing. This will help you to take timely decision to expand the company.
In addition, there is a function onlinePBX "Queue", which will help customers to call during high load time. It provides an even distribution of calls for all employees, so that the call to answer the first vacant manager. And if the client is still no answer, your managers will be able to call him back as soon as released.
missed calls
Each such call - is the loss of a potential customer. With onlinePBX none missed call will not disappear. All of them are displayed in your CRM-system, and, as soon as the manager has time, he can do them.
Moreover, ( "Bitriks24"), each call is automatically created the lead or contact and task (amoCRM), so you'll see all the results of the negotiations.
If a customer calls after hours, he listened to the voice greeting. This is another useful feature onlinePBX, with the help of which you can record a message to customers, for example, informing the company's work schedule and other information.
After listening to the greeting, the client will be able to record a voice message that will be sent automatically to the email of the responsible person. If the client does not want to write a message, in any case, the manager will get his number and will call back as soon as the will to work.
Will not disappear no call - not during high load time, or after hours.
However, take the call does not mean to make a deal. If most of your customers does not extend to the sale, then the quality of management is poor. And that's a big problem.
Low professionalism of managers
A good manager should fully control the conversation: ask clarifying questions, to avoid the occurrence of pauses, maintain customer and push him to commit the next step. For example, after talking the client must agree on the arrival of gager, visit your office, delivery of product samples and so on, depending on the activity of your company.
To improve the quality of their managers, you must first learn how they communicate with the buyer. And this is useful to you record conversations.
With cloud PBX onlinePBX you do not have to search long for the recording of incoming and outgoing calls. They are automatically downloaded to the client set up a contact in CRM, and you can easily find and listen to every conversation, reading at the same time all the information about the customer and the transaction.
Take time to listen to calls on a regular basis. This will help to analyze the quality of the managers.
The lack of customer base and information about transactions
To bring each incoming call to the transaction, and it, in turn, before the sale, you need a good system that will automatically add customers and to keep all the information about the call.
Today, there are convenient CRM-system that lets you manage managers exhibit tasks, and view all the information about the transactions. However, when using conventional phones to your employees will have to manually score all the information about clients, calls and transactions. It spends its time and reduces accuracy: the manager may forget something, do not call back to the client, not to bring the transaction to the end.
Cloud PBX onlinePBX solves this problem by allowing you to integrate telephony with use CRM.
OnlinePBX works with many systems: very popular in Russia "1C" multifunctional "Bitriks24" comfortable amoCRM systems for sales, retailCRM, SalesForce, a system for the organization of educational institutions and Hollihop others.
Behind PBX integration with CRM for each incoming call automatically contact card is created, which is filled with your managers. They point to email, the customer's name, the questions, the state of the transaction at the moment, notes - all the information that may be required.
Thus no call will be left without attention. For each of them will create a contact card, looking at which you will be able to find out what ended an incoming call: a deal of agreement about the next step, a request to call back some time.
And the manager was more convenient to work in the process of communicating with the client, you can replace the IP-ordinary phones, you need to keep in your hand or press an ear-to-shoulder on the built-in web background. WebRTC This technology, which allows you to make calls via the browser using a simple widget without using the phone. Web background does not require installation and configuration helps your managers to talk to customers without any interference while working with CRM.
Confusion during repeated calls
If a customer was ringing in your company, and agreed with the manager, for example, about the arrival of gager or sending samples, during the second call, he wants to talk with the same manager. If he gets to another specialist, will have to re-explain all the details of the deal: who he is, what a deal with another manager of your company, what he wants right now. It spends the time and the client is simply annoying.
To this confusion did not occur, you can use the intelligent translation.
An incoming call is automatically transferred to the manager with whom the client communicated for the last time.
As a result, when a customer calls in your company, it immediately welcomes the familiar manager calls him by name, remembers everything about what they said, and knows at what stage is the deal. For a good impression is created by the account of the client: you remember it and appreciate.
If the responsible manager is not there, the call is redirected to his mobile phone or talking with a client continues to any other employee of the company.
In the first case you need to set up call forwarding to the mobile phone manager. He, in turn, could download the application your CRM-system and receive all the necessary information about the client.
If the manager can not answer, because he has a weekend or holiday, the call will be redirected to other responsible employees. At the same time they will receive all the information from the CRM cards, so that communication with the client will be fruitful, without unnecessary questions and clarifications.
Obstacles in the way the customer
And another problem in the processing of incoming calls - the inability to connect with the right customer a man who can solve his issue: to give the right information, to tell about the services, to negotiate a deal.
First, the client waits for answer call center operator, then - until his switch to the responsible manager. If the specialist on-site, the customer will finally get the information you need - if not, he will be asked to call back at another time. But if he wants to do that?
This problem can alienate customers from turning to your company. Fortunately, it is easily solved by connecting the IVR, or system-recorded voice messages, which will forward the call to the right person or department.
More and more companies abandon the secretaries in favor of IVR, and this is not surprising. The client does not need to communicate with different people and wait on the line. He just listens to the voice message and using touchtone selects a category that corresponds to his question, after which the customer is switched to the right specialist.
By connecting the IVR, you kill two birds with one stone:
- provide easy navigation for customers who do not have to communicate with different people and to call back to the other room to get to the right person;
- unload managers: they will not spend time on issues for which no answer.
conclusion
With onlinePBX you can significantly improve work with incoming calls:
- Minimize the loss of customers during a heavy load. The "Queue" and the record numbers of missed not let you lose a single customer.
- Improve the quality of conversations, listening to the recording and evaluating the work of their managers.
- Eliminate the loss of information about the transactions and customer calls by integrating with CRM. The fewer lost customers, the more transactions and sales.
- To provide customers with a feeling of comfort due to the intelligent translation. Talking with a friend Manager, customers are more inclined to talk and deal.
- Save time with clients and managers, setting up the routing of calls. Less wasted time - more productive conversations and good bargains.
If you are unsure whether your company's cloud-based PBX needs to be useful and indeed all of the above benefits, benefit from free onlinePBX version for two weeks and check it out on their own experience.
Try free onlinePBX