The old idea of answering a call and getting the customer taken care of is acceptable in a perfect world. Increasingly, though, in this world of personalization, the expectations have risen. According to Accenture, 64 percent of consumers wish companies would respond faster to meet their changing needs. Such expectations have ushered in innovations to business communications to meet and exceed where the client is. Are you doing everything you can to leave your clients speechless with the quality of your customer service?
What is Intelligent Call Routing?
In the same way that your pest control business evolves, so does the technology that runs your business communication. Intelligent call routing is a protocol based on factors you put in to get the calls to the right people as quickly as possible. You could base the call routing service on location and customer factors like revenue, tenure, or PCM agent experience level. What’s important is that it’s customizable to how you run your pest control empire.
Why is Intelligent Call Routing Important?
With the amount of data you have on customers, they want that data used for good, which means getting their issues and questions answered as quickly and correctly as possible. According to a recent Salesforce study, 74 percent of customers expect better personalization when they provide more data. If you use call routing services to your advantage, you will spend less time trudging through repeat interactions and more time assisting more customers.
Ways Intelligent Call Routing Enhances the Quality of Customer Service
As impactful call routing services are for customers, they are equally, if not more important, for the people who answer the calls. You want to put your agents in the best scenario possible for the best results. If unsure or thrown into a call with little knowledge of the issue, they could provide a bad customer experience and lose confidence in their abilities. A recent study showed that increasing customer retention rates by just 5 percent can potentially increase revenue by up to 25 to 95 percent. Reinforce the skills by developing an intelligent call routing service that gets the best results.
Efficient Call Distribution
Call routing services take the mindless call routing of the past and throw that right out the window. It’s not that automatic call distribution (ACD) is worthless; it’s enough for some businesses, but it falls short when dealing with specifics, like in the pest management realm. When customers call in, they usually need to know the next steps for their pest needs quickly and correctly. There is no time for aimless routing that drops them to the agent available but routes them to the person most able to answer their question the most efficiently.
Improve Communication Quality
Depending on your business model, you may segment your customers by revenue, location, or usual problem. However you do it, you can improve communication by segmenting the calls into your business in the same fashion to the most knowledgeable person based on the criteria you choose. You get to align your employees’ strengths with the needs of the customers calling in.
Serve Customers Locally
You could be a national brand or a local outfit. Either way, splitting out calls to specific locations or areas will help you get the best experience for your customers. For example, if your business is in San Francisco but you service the entire Bay Area, you could have calls for Oakland only going to techs who know everything there is to know about Oakland and the pests running about. Then you could have a tech only taking calls for San Jose and handling the questions for what is prevalent there. There isn’t much difference in the pests, but the tech-specific calls would narrow the current issues, and they could solve problems quicker, becoming more efficient overall.
Track and Improve Performance
By handling incoming calls with more specificity, call routing services will get better data about call performance and customer reviews. It’s not about trying to play a numbers game, and the people don’t matter. It’s about creating an environment of growth, which involves looking back to assess. If there is genuine care about improved service, you will get buy-in from your employees.
Make the Most Out of Every Interaction with Intelligent Call Routing from Voice for Pests
Every interaction matters, and by doing everything you can to put your customers’ issues in the right hands will make a world of difference. The world of pest management is competitive, so prove to your customers through their interactions that you deserve their business. Contact Voice for Pests today to see how we can give your communications needs the upgrade they deserve.
