When a customer calls you, it’s an opportunity for direct contact, which can influence their buyer’s journey. Furthermore, they connect with you to help resolve their issues. Being able to address their concerns effectively and efficiently is one of the hallmarks of excellent customer service. Consequently, poor customer service experience can drive away customers and affect your profits.
Modern call centres are leveraging new technologies and strategies to improve both customer service and sales performance. One such strategy is call routing. When done correctly, call routing can reduce hold time, deliver a better customer service experience, help you avoid any missed opportunities, and increase your sales.