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Would you like to know how to improve the customer service levels in your business so you can better retain and grow your current customer base? Efficient and effective call handling is the best place to start. If your company receives enquiries and conducts business over the telephone the below top tips can help you. The best way to improve efficiency is with data; from the information collected you can determine how many calls your company is taking on a daily basis, what time of day is busiest and which products and services are most popular. To do this simply create a call log sheet which must be filled out by each of your employees as they go along. It must be quick and easy to fill in, tick boxes are ideal. It is a quick, easy and inexpensive way to start improving your call handling. You may not have the budget to invest in software to help you improve the efficiency of your call handling. If this is the case your call log sheets can be modified and used on a permanent basis as long as you closely monitor that the sheets are being filled out accurately. However, if you do have a small amount of budget you can pick up call monitoring software from as little as £245. This type of software logs calls missed, made, taken and the time taken on each call. You can also receive automated reports and cut down personal calls made by employees. This is a performance indicator tool and can help you determine which employees are under performing and how many potential sales you may be missing. One of the best ways to determine if your employees are handling calls correctly is to shadow each employee individually. Listen in using another phone and give them feedback after each call. By doing this you can observe sales techniques and possible cross and up sell opportunities, as well as problems with customer service. This is a proven method of improving call handling within businesses. Again if you do have some budget there are tools you can buy which can help you automate the process and better observe employees without them necessarily knowing you have listened to specific calls. Another form of call monitoring which is just as easy to use is in-call recording. You can rent it on a monthly or annual basis or buy it. It is a great way to actually hear how your employees deal with customers and can be instrumental in call handling training and development within your organisation. The best way to use this tool is to listen to random calls from all of your employees on a monthly or quarterly basis. If you find areas that need to be improved critique the call go over the findings with your employee until they are comfortable, perhaps run through some role plays at the time.
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