If we talk about call operations, agents’ biggest struggle is managing back-to-back calls effectively. A consistent inflow of calls increases agents’ workload, affecting their ability to handle calls in the best way possible. This is something you can’t afford because calls are one of the primary sources of business interactions.
According to Brevet, 92% of all client communication happens takes place over calls.
Further, a large volume of calls also leads to missed opportunities as agents cannot handle every call in a single day. So, there is a fair chance that they may not be able to take calls that are carrying a new business opportunity. When the number of calls is less, agents can dedicate proper time to a call and take the necessary actions needed to handle calls effectively. Otherwise, rushed interactions lead to poor-quality conversations, resulting in a lower customer satisfaction level.
Over and above, the relentless pace of incoming calls can lead to agent burnout and turnover, which is not at all good from a business growth perspective.
In this blog, we will talk about different ways phone integration with Salesforce can help to reduce a large volume of incoming calls, which prevents agents from handling back-to-back calls and also helps them to enhance callers’ experiences handling calls better.
Phone Integration with Salesforce for Improving First-Call Resolution
Call Transfer and Conferencing
The right person and the right technology are always needed to accelerate the process of call handling. When calls are handled properly, and caller issues are dissolved over a single call, this eliminates the need for multiple calls from a single person, reducing the call volume.
Salesforce telephony integration is a crucial move for businesses dealing with call operations. This integration offers a wide range of capabilities for call handling to improve First Call Resolution.
With telephony integration, agents can seamlessly transfer calls to the right department or colleague, ensuring that customers are quickly connected to the right person to address their queries. Moreover, call conferencing allows agents to collaborate with other experts in real time, resolving complex issues in a single call.
Intelligent Call Routing
Everything that helps save agents time paves the way for more productivity.
Advanced call routing is a crucial capability that makes call management easier for agents. This is what you should aim for with your Salesforce phone system integration. With advanced call routing, agents do not have to route calls manually to the relevant agent. The calls are routed automatically based on predefined criteria and logic. This saves them time and effort.
Telephony integration allows agents to route calls automatically based on factors like customer history, issue complexity, and agent expertise. This ensures that calls are directed to the most suitable agent, reducing the need for call transfers and increasing the chances of first-call resolution.
Advanced call routing gives you more control over call redirection. You can also define whom to redirect calls on specific days ( Monday, Tuesday, Wednesday, etc.). You can define the entire call journey to resolve callers’ issues faster.
Interactive Voice Response (IVR) Setup
When callers are entirely dependent on agents to resolve their queries, this causes a delay in establishing a connection with the agent when they are busy. As a result, too many calls are inflated in the pipeline. This makes it essential to make callers self-sufficient to resolve their common inqueries themselves. That’s where Salesforce IVR integration comes into play.
According to Aberdeen’s research, 85% of customer support centers already use self-service features like IVR.
Salesforce phone system integration helps companies with easy IVR setup in male and female voices. This is the easiest way for Salesforce IVR integration.
IVR systems can be integrated with Salesforce, allowing customers to choose from options that guide them to the right department or service. This minimizes customers’ time waiting for an agent and streamlines call handling. Callers become self-dependent to handle their queries without depending on agents, which reduces the call volume.
Unified Text and Call Management
When customers are satisfied and their queries are handled properly, the possibility of multiple calls from a customer is eliminated. Therefore, effective handling of every incoming call should be the top priority for every business.
Unified text and call management capabilities help agents resolve customer queries in the best possible manner. To get advanced capabilities for both calls and texts, it’s good to have a texting solution that offers capabilities for managing texts and calls together. This eliminates the need to integrate separate solutions for texting and calling.
With such a kind of integration, you can share valuable resources, information, and other relevant documents through text while handling calls. This kind of approach helps you manage calls better.
Also, this integration enables agents to seamlessly switch between calls and text messages within the Salesforce platform. This capability allows agents to assist customers using their preferred communication channel, enhancing flexibility and customer satisfaction.
Enhanced Customer Data Access
With no information about the caller, it is impossible for agents to get into quality interactions. This adversely affects customer satisfaction levels. In addition, if agents do not have any idea about the previous conversations, they cannot continue from where the customer left off. As a result, callers must repeat themselves, which stretches the call duration and may lead to multiple calls from a single customer.
With the right Salesforce telephony integration, support and service representatives get enhanced customer data access through a pop-up in case of incoming calls.
When a call is received, the integration automatically displays relevant customer information from Salesforce on the agent’s screen. This quick access to customer details empowers agents to personalize conversations, resolve issues faster, and provide a more efficient service.
Phone integration with Salesforce for Enhanced Productivity
A large volume of incoming calls keeps customer support and service representatives busy. This leaves them with very little or no time for other tasks. Also, they are less efficient at their work due to handling low counts of calls daily. Salesforce phone integration offers numerous advanced call-handling capabilities, making it easy for agents to handle more calls in a day, reducing the call volume. This reduces the need for rushed interactions and keeps agents away from increased stress and fatigue.
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