As a managed service provider, you always want to be sure that you are available for your customers. Availability and customer service is the name of the game. If one of your clients has a problem, you need to be able to answer the phone quickly and also help get them the information that they need. Most of the time — even if it is a minor issue — a customer is going to see a problem as something severe. To have a reliable phone system, making a move to a VoIP system is a necessity.
It is amazing to think of how many companies — even managed service providers that pride themselves in technology — still rely on archaic phone systems. How reliable are these phone systems? How many times do you find that your calls are getting dropped or that you are not able to successfully put customers on hold the way you want to? It is all about control and improving your phone system so that you can make the calls, the workloads, the hold times, and everything in-between with that much more precision. What this all boils down to is customer service, and that is something every managed service provider needs to place a premium on.
Statistics Drive Improvement
One of the best things about a VoIP system is the way that statistics can be pulled from it and reported on. A quality system is going to allow a company to have statistics regarding who has called and how many times have they called over a set period. Do you have a firm grasp over how many of these calls are coming in the last five or ten minutes? What about the hold times? Are there instances where customers are being forced to sit on hold for minutes upon minutes for no real reason?
Statistics are very powerful to have as a small to medium sized business. You want to learn as much as you can about the experience that customers have when they reach out to you. It could be quite insightful to see just how long individual phone calls take and whether those calls were successful. The ability to listen back to recorded calls also opens up training opportunities and improvement efforts.
Customizing the Experience
The another great thing about a virtual phone system such as this is that you can customize the experience to meet all of your needs. This includes things such as making sure that when someone is put on hold, they get the music you want them to hear. Maybe you want to use the hold time as a chance to advertise to them about a new product or service that you have out there. You can have a pre-recorded message that is going to start to play to deliver that to them in the allotted time.
Customization of your phone network can add a real personal touch and let consumers know that you are taking customer service seriously. No customer in a crisis wants to sit on hold for 20-minutes listening to Mozart with no sign of hope to come. So, you also need to make sure that you respond to them quickly.
A VoIP system can be a very powerful solution for all businesses out there. To better manage all of the calls that are coming in on a daily basis, you need to have statistics, you need to have control, and quality must always be placed at a premium. With this type of system, all of that is made much more possible!
CTG Tech, LLC
About the Author
Kevin Welch graduated from Texas Tech University in 2006 with a bachelor’s degree in marketing and has been working in the IT channel for 11 years. He is currently the Director of Marketing & Sales for CTG which is a managed IT services company that provides IT services in Dallas, Ft Worth, Arlington, and Amarillo. Kevin was instrumental into transitioning CTG’s business model from break-fix into an all-inclusive managed services offering. CTG pride themselves on hiring customer service oriented techs so they can deliver amazing IT services to their business clients. When Kevin is not working diligently for his clients he loves to spend time with his family and is an avid golfer. He also considers himself an outdoors-man who loves camping, fishing, and hunting.