How can call tracking improve customer service? [FAQ]

ivrtechgroup IVRTechnologyGroup Moderator
edited April 2017 in IVR Technology Group

Answer: Your representative will provide better customer service when they get a head start on helping your customers. Your agent can find out who is calling ahead of time from a whisper message or a pop up on the screen. A whisper message can provide information such as:

Where the customer is calling from
Which of your campaigns they called in on
A customer’s account number

When an agent knows who is calling, and why, it can reduce your customers waiting time by as much as 43%. This could also lower the cost of your call by as much as 35%.
A great feature to use in conjunction with analytics is call recording. Call recordings can be easily added to a report and linked to a recording of the call as it happened. Hearing how your sales representatives interact with customers will provide valuable insight that allows you to identify struggling reps and coach them to improve their performance.

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