Use Computer Telephony Integration to Boost Business

As quickly as technology is moving, it’s important that your company stays on top of every available program to ensure you’re offering the same level of service to your clients as your competition.  This may mean spending more money in the beginning, but the bottom line will always be healthier in the long run.  One way that many companies fail to offer excellent service is in the inbound and outbound calling system.

If you’ve ever been on the customer end of a phone call where the company had no idea how to help, then you know how frustrating it can be.  In most cases, the client will simply pull their business and look elsewhere for better sales and service. As a business owner, that’s the last thing you want for your business.  This is why you must consider computer telephony integration if you haven’t already.

Imagine for a moment that a customer calls in to your company for assistance with your product or service.  The first person that customer reaches is often the receptionist.  Now, imagine that the receptionist places the customer on hold for several minutes, or worse, accidentally drops the call while trying to transfer.  In an even worse scenario, the client may be directed to the wrong department and will have to suffer through several more transfers to get the right employee.  This is a scenario that could hurt you in two different ways.

The first way is by annoying the client so that they begin seeking someone else to handle their business.  The second way is a lack of productivity among your employees.  Several minutes will be wasted on one simple phone call.  With computer telephony integration, that call could be directed to the right employee the first time.

Once that client reaches the right department, computer telephony integration will allow your employee to pull up all records regarding that customer immediately so that no time is wasted with the same questions over and over.  Instead of asking about past service calls, your employee can see every concern that has ever been addressed right there in the call records.  The phone call can be dealt with quickly and efficiently, creating more time in the day for your employees to speak with other clients.  Your customers will be so thrilled with the service they receive because of computer telephony integration that they will be likely to send more potential clients your way.