Decision-makers make telephone calls, and those that assist decision makers also use the telephone system. When you let down decision-makers that attempt to use your call management system, you do not know how much business or funding you may be losing because your systems are outdated, antiquated and do not work for the benefit of your callers.
Calls Instead of Social Media
Despite the amount of social media contact opportunities with organizations, many individuals still prefer to make a phone call to get in touch with an organization.
For many businesses and non-profit organizations, this may be the one and only opportunity where the caller attempts to contact you. Where your call management system fails, they will quickly turn to a competitor. Where it is successful, you may have hooked and retained a customer for life.
By making a phone call, the potential customer forms an emotional connection with the individual receiving the call. Where they can speak and behave naturally as soon as the call is answered, they are more likely to be successful at being redirected to a human that can deal completely with their call and inquiry.
This compares favorably with making contact by social media or email where complete conversations are shortened and often misunderstood leading to a continuous back-and-forth which may not complete constructively.
An effective call management system will achieve a higher rate of success than the traditional alternative. You will not miss any calls because the caller is able to say exactly what they want and the very latest in technology will understand what is being said and place their call with an available individual.
This use of call management rapidly improves the return on investment and makes a contented customer arrive at their destination, rather than upsetting and annoying the caller with putting them through a menu-driven operation that may have wasted one or two minutes of their life before finally speaking with an individual.
