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How important is inbound call management?

If your business is based around sales, which most businesses are these days in one way or another, then you cannot afford to lose customers who try to contact your business.

If your business is based around sales, which most businesses are these days in one way or another, then you cannot afford to lose customers who try to contact your business.  A customer's call should be valued by a business and the customer needs to feel that their call is important. Still with increased demand on your business, you may be finding it difficult to get to every single call straight away. There are call management software programmes that will help you to manage your inbound calls and secure more successful sales.

 

As a customer, there is nothing more irritating then spending your valuable time trying to get through to the right person, being placed on hold for long periods of time with nothing but silence to listen to does not inspire customers to call back and keep trying. Call management will allow you to offer your customers more than silence to listen to when they are on hold. You can play your customers music that you feel is appropriate for your industry or why not go for something a little bit more bespoke?

 

Rather than playing music to your customers why not enable them to be able to listen to news about your business, current special offers and new products coming to the market. Call management systems can be customised with a male or female voice of your choice with background music to talk to your customers whilst on hold, keeping them entertained and making the time on hold appear much less than it is. This type of call management can also see an increase in sales as they may not have been aware of a special offer you have running.

 

As well as on hold call management, the directing of your inbound calls is equally as important. If you want to speak to someone in the sales department then it is nonsensical to have someone in the finance or customer service department answering the phone. This is not productive to other department's workloads as they should only have to be concerned with inbound calls that affect them directly. To prevent this from happening, call management systems can automatically direct inbound calls by allowing the customer to select the department they would like or by dialling a direct extension number.

 

By operating an inbound call management system you can improve efficiency within your business, increase sales and also prevent you losing calls and customers.