GoResponse Telephone Answering Service Staff

Customer services can be boosted by intelligent call routing

Call centres are continually looking for ways in which they can increase their customer services, and it seems that using an intelligent call routing program could help.  As the number of calls to telephone answering services increase, it can be hard to keep on top of all the traffic.  However, by utilising modern technology, such problems can quickly be resolved.

There are a great variety of options on the market, with customer relationship management (CRM) tools and cloud-based technology providing a way for call centres to offer their customers fast and personalised services.  One of the huge advantages of an intelligent call routing system is that callers are connected with the right division quicker than ever before, reducing call time and meaning that consumers can have their queries answered right away.  Easy pop-up boxes provide agents with details on the caller.  In addition, CRM data and call history are also given, allowing call handlers to immediately be well informed about those people they are talking to.

Robert Twiselton, managing director of the green house, a company that has recently utilised intelligent call routing options, said: “The technology fairly distributes calls between staff, so clients don’t have to worry about being on hold or any calls going unanswered.  Together with the more personalised service we are able to offer, our customer satisfaction has improved considerably.”  With customer services becoming more important than loyalty, doing everything possible to provide a positive experience is crucial.

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