16 Simple Tips to Reduce Missed Calls in Call Center

Introduction

• Every call that a call center misses means missing an opportunity to communicate with their clients or prospects. • It could also result in an increase in customer churn, a tarnished brand and lost revenue.• It is therefore essential that every cloud call center should try and reduce the missed calls that it gets by using the best Call Center Management Software and training their executives efficiently.

Tips to Reduce Missed Calls

Have Well-Disciplined StaffUse Intelligent IVR SystemsUse No Answering Alert SystemConfigure the Call QueuesUse Automatic Call Distribution (ACD)Dedicated Phone NumbersSchedule Business Hours ProperlyInter-Agent Chat Facility

Specialized Voicemail FacilityImplement Forward to Phone FeatureLive Monitoring & CoachingTweak Specific Agent SettingsSkill-based Call RoutingFavorable Agent to Supervisor RatioHire Remote WorkforceContinuous Training for Improvement

Have a Well-Disciplined Staff

• Have enough staff members in your call center in order to control the Call Center Software Solutions properly. • All of your agents must follow a strict attendance policy.• This will ensure that the agents are always at hand to receive calls that the customers or clients make.

Use Intelligent IVR Systems

• Interactive voice response is one of the most important features present in every Call Center Software Solutions today. • IVR is increasingly being used by call centers all over nowadays.• It reduces your overall operational costs and to help their employees attend every customer calls.

Use No Answering Alert System

• No Answering Alert system alerts the call center agents whenever they miss a client call. • This system is a handy supervision system which can integrate with a call center using Call Center Software for small business or a multinational call center enterprise.

Configure the Call Queues

• Using a proper virtual call center software helps to configure call queues optimally.• It significantly reduces the number of missed calls that call center receives. • This software handles the inbound call volume in order to ensure that the call center agents are able to take every client call that is made.

Use Automatic Call Distribution (ACD)

• Automatic call distribution is great tool to help call center employees attend all of their client calls. • By using ACD call center software can re-route specific customer calls to the various departments of the call center and in the process save a lot of time and revenue.

Dedicated Phone Numbers

• Call centers can use a dedicated phone number to help them cater to significant clients who need special attention. • Call center agents can use this facility to ensure that they can serve both regular customers and their special customers at the same time.

Schedule Business Hours Properly

• Getting the business hours suitable for the employees of the call center is very essential in order to get the maximum benefit from them. • When a call center operates in the division of business hours between the employees of the company is absolutely essential to ensure the proper working of the cloud call center.

Inter-Agent Chat Facility

• Having inter-agent chat facilities in call center software is a great way to ensure that the agents can answer every call to the best of their abilities. • This consecutively reduces missed calls received by the call center company.

Specialized Voicemail Facility

• Equipping call center software with the proper voicemail features can help the agents cater to their clients in a much faster and appropriate manner. • This feature can be used by agents and supervisors similarly to check client traffic and help them plan a way to improve the service of the call center.

Implement Forward-to-Phone Feature

• In case the call center receives a client call after their business hours a forward-to-phone option can redirect the call to another agent who can receive the call at that moment. • This reduces the possibility of getting missed calls by a huge margin and helps boost the output of the company.

Live Call Monitoring & Coaching

• Being able to monitor live calls is a great feature to have in call center software. • This allows the call centre agent as well as the managers in the call center to take client calls properly while also improving their overall performance in terms of customer service and satisfaction.

Tweak Specific Agent Settings

• In spite of having a large and well-disciplined workforce call centers can still miss client calls if individual employee settings have not been set to receive the specific client calls. • Using the proper cloud call center software specific call center agents can attend to the client calls and serve them to the best of their abilities.

Skill-Based Call Routing

• Routing client calls to agents based on their skill set is vital to get the best result of their technical know-how. • This reduces missed calls and also helps serve the customers according to their needs. • Using this facility the managers can redirect calls throughout the call center and help clients to the best of their abilities using the proper software.

Hire Remote Workforce

• In case your regular workforce is unable to meet the requirements of all of your clients, hiring a specialized remote workforce can help call centers reach out and serve their clients in the best possible way.• They can work outside of your regular business hours and attend to client calls that other agents can’t and in the process reduce missed calls and improve company performance.

Favorable Agent to Supervisor Ratio

• A supervisor for a specific batch of agents is very important in order to maintain the performance of the organization. • Supervisors can use countless call center software in order to ensure that every client call gets answered by the right agent. • This not only reduces the number of missed calls but also helps improve the overall efficiency of the business.

Continuous Training for Improvement

• Call center agents need to be trained after small intervals of time in order to keep them up-to-date on various client issues and technology advancement. • Continuous training also guarantees that the agents can use cloud call center software to their utmost potential and this is vital to maintain and improve company productivity.

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