Smart Switchboard Introduces Exclusive Premium Customer Services

Update Time：2019-11-21 11:50:20　Browse Times：2103　Amount Downloads：1

MetricNet, a top think tank, has helped Sony, IBM, HP, Canon and many other corporations improve their performance. According to its global study, the customer satisfaction rate for telephone systems, particularly call centers, is measured by four indicators, namely, average response time, service standard, abandon rate and first contact resolution.

First contact resolution represents the key point that affects customer satisfaction, whereby the key affecting factor is to “identify” a dealer for the customer within the shortest period.

To establish a centralized conduit of external sales and services, as well as to share telephone line resources, many enterprises utilize switchboard, which, however, has challenges to reach desired customer service agents due to these weaknesses:
-  The customer is always transferred to different agents.
-  Outbound calls always display the switchboard number, and the customer cannot dial back to the specific agent.

In this case, the low first contact resolution causes an even lower satisfaction rate over subsequent contacts.

The New Rock OM telephone system introduces the latest smart switchboard, which allows the extensions to “remember” the caller’s phone number. This closer relationship between a caller and a specific customer service agent ensures an experience in “exclusive premium services”.

Case
Business owners may experience the following hassles. Contacting a call center agent from the beginning to product introduction, price quotation and contract confirmation, the customer must make multiple phone calls.

Greetings are indiscriminately played to the same customer for each call before the switchboard connects the customer to different call center agents, in which case, the customer has to repeat the same requirements.

New Rock Smart Switchboard conveniently “links” phone numbers, allowing the call center agent’s extension to “remember” the customer’s phone number after the first contact.

When the customer dials back, greetings will be skipped, and this customer will be directly connected to the linked extension or mobile phone. This safeguards the experience of “exclusive premium services”.

In short, New Rock Smart Switchboard enjoys these three major features:

1.Convenience
Neither the costly call center system nor external equipment is required, as the smart switchboard is a built-in feature of New Rock OM telephone system.

2.Flexibility and practicability
Functional keys enable the call center agent to establish (by pressing *66) or terminate (by pressing *67) the linked customer relationship, which also support single or multiple linked/unlinked accounts by establishing or modifying the designated service relationship.

3.Excellent customer experience
Different greetings can be played for different customers for their first call. For future calls, such greetings will be skipped and the specific agent will be directly connected.