VoIP-telephony for call-center: how to reduce the number of missed calls twice

That's what customers hear when call the company Virgin Atlantic: «Hello! This is Richard Branson, owner of the airline Virgin Atlantic. Now all the operators are busy. This disorder. Let's do this: if after 18 seconds no one answers your call, you will receive a discount of 450 pounds. I'm starting the countdown - 18, 17, 16, 15... "And the customer sincerely hopes that he longer hanging on the line.

In the world practice the organization of the call-centers adopted standard: 80% of calls, operators must have time to respond within 20 seconds. Richard Branson (Richard Branson) can boast of such a level of service. A call-center your company meets international standards?

If you are having looked confused and come up with an excuse that customers "hang" on the phone for 10 minutes, fuming with rage and throwing up, read this article. We have prepared for you layfhakerskoe solution.

Digital telephone service - a great thing. It's cheap and convenient. We will not talk about it abstractly, as we present the experience of using a virtual PBX in a large company. CEO of cloud management service trade "MoySklad" Askar Rahimberdiev described how improved communication with customers, and how strongly decreased the percentage of unanswered calls when they started to use IP-telephony.

Askar Rahimberdiev

CEO of cloud management service trade "MoySklad".

Experience of IP-telephony use in the call-center of a large company

Our company is the first day of the uses for telephone user support for incoming calls - it is inherent in the business model. The first four years we have used landline number, then there is a need to make calls to the number 8-800.

Nearly five years of phone functions performed several mobile phones to set forwarding. The process of working on such a scheme often looked comical: ringing and vibrating machines, running around the office with a pipe to convey its desired client manager. Outgoing calls that we use to attract new users, we have made from Skype. In this case, such a trivial and almost free model of organizing communication with customers we have completely confused.

In 2013, our business has grown by 150% over the year. In the hot season, we treated about 3500 calls per month. Work with users become more difficult and labor-intensive.

We decided to differentiate the incoming stream of calls: calling for help in the work to translate into support team, and from potential customers - sales department. Without such innovation average call processing time greatly increased and the effect on sales.

• a complete solution without support from our side;
• the presence of the voice menu;
• the possibility of organizing a number of calls queuing;
• Schedule function calls;
• record and store conversations;
• the ability to integrate with CRM.

After the virtual telephony implementation, we have opened a remote call-center in Nizhny Novgorod (the main office is located in Moscow). And immediately handy opportunity to exchange synchronization with CRM: if the contact is already listed as a customer card, then when he goes to the company, the call goes to the manager for whom the client is fixed. If contact can not be found in CRM, automatically creates a customer card.

Now we want to connect the phone to the customer support portal. In such an arrangement, our specialists at an incoming call will be able to see on your screen the latest posts associated with this subscriber account name and its status in our system.

To reduce the number of missed calls, we take the opportunity to redirect from one compartment to another, if all employees are busy. In this case, the customer call is still free. We use IP-telephony services from the company "Telphin"And pay $ 15 per month for Moscow number with the code 499, US $ 10 - per room in Nizhny Novgorod and a penny - for forwarding.

In September 2014 with the continued growth of the company, we have to handle up to 7,500 calls per month, instead of 3500. Employees of the first line of technical support sorting all inbound flow by transferring the call or consultants support or sales department.

Unanswered calls remain, their number is 5-7%. We will continue to reduce interest rates. We respect our customers, and it is important that they reach someone quickly and without problems.