When starting a business, an entrepreneur has many tasks. To promote your business, you need to create selling company accounts on social networks, set up paid advertising and launch a website. In this bustle, you shouldn’t forget about the call center – it can become a significant sales channel. You just need to consider a few important points when creating it.
1. Distribute calls among employees
Communication with customers and sales are big tasks that should be divided into several stages. Otherwise, there is a risk that an employee who does nothing but take calls from morning to evening will quickly burn out and start talking in phrases like “I am alone, but there are many of you.” This behavior can turn off customers. Distributing incoming calls, for example, depending on the topic of the question, will help prevent employee burnout. One specialist can talk about promotions and offers, another can talk about the execution of the contract, and a third will take on handling complaints.
Modern corporate PBXs allow you to configure automatic forwarding of incoming messages to managers and departments. It will also be useful to give calls different priorities depending on business needs. If the company’s current goal is to promote new products, requests for them should be answered with minimal wait. And when you need to work on the quality of services, you should pay attention to calls from clients who want to give feedback.
2. Integrate the call center into the CRM system
A phone call is the customer’s first point of contact with your business. In this case, it is important to have time to describe to the potential buyer the benefits of cooperation and work out possible objections. If the office manager answers the calls, he is unlikely to cope with such a conversation – he will need to quickly connect a sales specialist.
In order not to waste time and customers, it is worth linking the corporate PBX to the CRM – this way the sales team will immediately pick up the client. Information about the request will remain in the system, so you don’t have to worry about the broken phone effect when transferring data from the employee answering calls to the sales department. And the data will be stored in one place, and not on separate computers with passwords. If the main manager goes on vacation or sick leave, then his colleagues will be able to take on his tasks.
At the same time, in modern corporate mobile services, you can assign a separate specialist to the client. This way he will know that in your company he has “his own person” who remembers his history and is ready to help on various issues.
Call distribution and call center integration into the CRM system are available to Tele2 customers with the “Corporate PBX” The company offers business owners to set up a convenient call center without spending on complex equipment—the only equipment needed is mobile phones. On the basic tariff you can connect five employees for 700 rubles per month, on the average – 10 for 1,300 rubles, on the extended – 20 for 2,000 rubles.
Any tariff can be easily improved: add additional participants, connect SMS information, short numbering between employee phones and recording conversations. You will have 5 GB to store audio tracks – you can increase the space if necessary. The speech analytics function is also available. She will quickly turn the audio recording into text and analyze problematic aspects of the dialogue. Tele2 subscribers and other operators can be connected to the PBX.
3. Set up voice menu
This is an audio greeting that provides primary information about the company. You can include the name of the organization and the profile of its work in the message – this will reduce the number of erroneous calls. In addition, voice menus have an unobvious emotional benefit – it is a way to take care of customers. If the buyer has a specific request, using the menu, he chooses which specialist to redirect the call to, rather than ending up with a random person who may not know how to help him.
It is convenient to configure voice mail in the corporate mobile system. Inboxes will be recorded automatically even late at night or on weekends and holidays when no one is in the office. You just need to warn the client about how long the response will take, and, of course, call him back within the stated time frame.
4. Make the number multi-channel
If a customer repeatedly gets a busy signal or waits for a long time until the manager can pick up the phone, this is unlikely to push him to make a purchase. Setting up a multi-channel number will allow you to receive several calls simultaneously so as not to lose potential sales.
You can also make sure that incoming messages are sent to employees’ mobile phones. Managers will answer them regardless of whether they are in the office or not. In this case, the forwarding will occur automatically – clients will see only the main company number. And the manager will not have to leave dozens of contacts for communication on the website or pages on social networks.
5. Collect call statistics
Such data will be useful for analyzing conversion and the quality of work of managers. If out of 50 new applications not one reaches the deal, it is possible that sales specialists are making mistakes somewhere.
Mobile services for business allow you to collect information automatically in one place and record conversations. This is not necessary to spy on subordinates. This approach will help you understand your employees’ strengths and weaknesses to help them become more confident and effective at work. For example, you can improve conversation scripts or organize corporate training.
Modern corporate PBXs can automatically analyze conversations, evaluate dialogue based on keywords or even intonation. But such services are only capable of primary analysis and do not replace the work of the manager – the decision on how to debug sales algorithms remains with him.
6. Choose a beautiful room
It is important to pay attention to this option when searching for a suitable corporate PBX. Beauty in this case is not only a matter of aesthetics and prestige, but also recognition. Word of mouth can work here: if the digital combination is remembered at one glance at the advertising banner, then buyers will be able to easily transfer the company number to each other. It is not necessary that your contact consist of six identical digits; repeating the first or last few of them is enough.
Tele2 clients when connecting to any tariff “Corporate PBX» get a beautiful city number for free. It is convenient to track the account status and system operation in the mobile application – it is also available for iOSand for Android.
The referral program will allow you to receive discounts – they are given for each new user who connects. And you can test the “Corporate PBX” in action right now: Tele2 offers to test the system for 7 days – and you don’t need to pay for it.