As the COVID-19 pandemic continues to make its impact, businesses and employers continue to adjust to a remote work environment. This has created challenges for multi-location businesses and contact centers that route incoming calls to a specific location. How do you decide where to route those calls now? And how do you respond to customer concerns during a time of such fear and uncertainty?
800response has helped our customers meet these challenges using the call routing services that we have offered for years. From rerouting calls to remote agents to anticipating customer concerns, we’re helping businesses like yours adjust to the shifting landscape of COVID-19.
Here are three ways call routing can work for you while you and your employees work from home.
1. Re-Route Calls to Employees Working from Home
While there are various advanced routing tools to direct your incoming calls to different store locations, you can also route them to other locations in any manner you choose. You can have the call ring to the agents in a round-robin fashion, route all calls to ring to a single agent, or prompt callers with a message that allows them to select the right person for the call. So rather than changing your tracking numbers, you just have to decide how you want to reroute those calls.
No matter how you choose to route calls, it is imperative to make sure your customers reach a live person, or use a tool like missed call monitor to ensure that you don’t miss a single call. This could make all the difference now that customers are calling businesses in unprecedented numbers. When you use 800response for call tracking and routing, we’ll help you determine the best WFH call routing setup.
2. Route Calls Specific to COVID-19 to Your Best Agents
In addition to call routing, we offer extensive call tracking services that are designed for times like these. You can easily activate a local or toll-free 800 tracking number specific to COVID-19 questions. During the activation process, you can designate which one of your employees or agents you want the number to ring to.
We’ll help you re-route these high priority calls to the agents or employees that are more experienced. You might be asking how do I know if customers are reaching someone who can answer their concerns? We can even help you identify those calls using call recordings and interaction analytics, which brings us to our final tip.
3. Use Interaction Analytics to Determine the Best Call Routing Option
We’ve also helped many of our clients gain 100% visibility into every call with interaction analytics. In order to determine where to route calls, you must first identify caller reasons. For instance, using speech analytics, you can identify calls pertaining to hardships, lay-offs, requests for help, or anything that needs immediate assistance.
You can also use flagged, escalated calls to help train agents to show more empathy, diffuse angry callers, assure assistance, as well as reduce customer churn and agent attrition. We created CallFinder specifically for our customers who lacked the resources for analyzing incoming calls for training agents, and to provide a better customer experience.
Need Help with Call Routing? Call Us!
The key to providing excellent customer service is to know who is calling your business, when they’re calling, why they are calling, and to turn those calls in to valuable insights to help you provide the best service to your customers. Schedule a demo or call us at 800-NEW-SALE if you’re interested in call tracking or call routing services.