On a daily basis, call centers and large organizations experience churns of customers calling with in with a diverse set of inquiries. While the receptionists may have a script on hand and be ready to field all incoming calls, is it truly enough?
Depending on the size of the call center, the phone operators may be failing to make a quality impression to callers. Similar to a mass production line in a factory, each call is fielded the same way, day in and day out.
An individual calling into a large healthcare facility without a reliable auto attendant service is likely to become frustrated as he or she waits on the line to be tended to. Therefore, it’s imperative that organizations implement a call queuing strategy that considers the key elements of the business, as in the amount of incoming calls and the level of customer service required to field those calls.
There are hundreds of products and solutions out there designed to energize and streamline contact centers, and a call queuing or auto attendant system will enable an organization to answer 100 percent of the calls without having to hire any new staff. The system can guide callers through a network and allow employees to focus on other complex aspects of a business.
Parlance Corporation, in particular, offers speech-enabled auto attendant services that have helped universities, hospitals and Fortune 500 companies to realize new operational efficiencies and cost savings through the streamlining of communications. Through Parlance’s auto attendant solution, nameConnector, callers are routed quickly, easily and without operator intervention to every important destination – simply by stating the name of the person they wish to reach.
With Parlance’s nameConnector, companies are promised reduced costs, decreasing up to 90 percent of calls requiring operator intervention; recaptured lost opportunity, by providing direct access to critical resources 24/7; satisfied customers, since their connection time is decreased by up to 75 percent; an enhanced image, since every call is answered on the second ring, at any time of day or night, with a professional voice; and standardized communications, with a dynamic single source directory that includes brand locations, on- and off-site employees, contractors and “shared contacts.”
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.
Tammy Wolf is a TMCnet web editor. She covers a wide range of topics, including IP communications and information technology. To read more of her articles, please visit her columnist page.
Edited by Jennifer Russell