Call divert solutions 'can improve customer services'

Date: 31/10/2011

Once entrepreneurs have set up their business, the next thing to do is drum up interest and establish a good client base of reliable customers who are likely to return with repeat custom, as well as tell friends and family about their experience.

However, even the most trusted of enterprises that strive for perfection are likely to make mistakes from time to time - and this is what customer service centres and helplines are for.

When first starting out, businessmen and women will probably deal with enquiries themselves, or perhaps have a small team of staff who work hard to keep consumers satisfied and happy with their products.

However, when things start taking off and transactions increase, they may find they need to take on more employees and establish a dedicated contact centre to deal with the sheer number of calls, be they complaints or simply enquiries.

This is a vital aspect for any enterprise - after all, if people are not pleased with the service they received, they are unlikely to make further purchases.

As an article posted on Small Business Success states: "Good customer care matters because keeping existing customers is easier than finding new ones and satisfied customers will do a lot of our advertising for us. Most people consider doing business with a certain company because of a recommendation by a friend or acquaintance. Dissatisfied customers spread the bad news and undermine your business, which ultimately threatens everyone's jobs."

Furthermore, it adds that firms should always "aim for excellence" when it comes to helping their consumers and there are ways in which phone numbers and call management solutions can assist with this.

Time of day call plans can be an essential part of running good customer service operations because they mean incoming enquiries are automatically redirected to alternative numbers at certain parts of the day. This means companies can ensure there is always someone on the other end of the phone, meaning the consumer is likely to feel looked after and as if the firm is really concerned about them.

During traditional business hours, calls that come into non-geographic numbers such as 0800 numbers can directed to the landline in an office. However, managers and business owners could have enquiries rerouted to their mobile phone out of regular work hours if they want to ensure they deal with every call.

The Smart Business Solutions article advises: "Always try to answer any questions from your customers as soon as possible, this will create a feeling of professionalism immediately with your clients, so remember first impressions do count."

As well as purchasing call divert solutions for their 0808 numbers, professionals may also wish to buy call statistics tools, such as those available from Commsready. These allow them to monitor when they receive the most enquiries - perhaps around midday when people are using their lunch hour to run errands. Companies can then assess when they may have to ask more people to answer phone calls and can once again use the rerouting service to direct calls to the correct respondents.

These services could be teamed perfectly with free 0800 numbers and a good advertising and marketing campaign to drive business. This could ensure consumers receive the best possible service and return to make further purchases in the future due to the satisfactory way their enquiries were dealt with.