GoResponse Telephone Answering Service Staff

Use social media monitoring to boost call centre efficiency

Group of Business People with Social Media ConceptModern telephone answering services are increasingly using social media to boost their brand message whilst engaging with consumers and solving problems. When it is used in the right way, call centres can receive a lot of positive press with the right interactions. To boost this performance even further, it is essential to use proper monitoring tools and techniques.

Social media has become part of mainstream business, but it’s still a relatively new tool. Therefore, call centres often get things wrong and fail to use the tools on hand to get the best results. There are numerous third-party programs that can help manage social media. They can filter and identify important messages, highlight customer trends, and catch consumer problems before they’ve had a chance to spiral out of control.

There are a number of important features for call centre agents, including the ability to proactively respond to inquiries through social media networks themselves before directing people to other forms of communication if required. Customer satisfaction and efficiency can also be optimised by allowing agents to differentiate between outbound and inbound enquiries.

Each day, more than 500 million tweets are written on Twitter. Meanwhile, Facebook receives more than 420 million status updates daily. By monitoring these developments along with other interactions on alternate platforms, companies can attempt to get an insightful look into their consumer base, thereby boosting call centre efficiency, performance and effectiveness.

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