Prepare agents for customer conversations/call tracking

The surest way to wow your customers is to curate great customer interactions. And there’s nothing customers love more than dealing with knowledgeable and well prepared call agents. Imagine the improvements to your sales and customer service calls when the customer is greeted with a personalized message and with a call agent who can see, at a glance, all previous interactions. It’s very important to prepare your agents for customer conversation or call tracking. Here are 3 ways to prepare your call agents for calls:

Call Tracking: Try this technique, use a unique phone number for each product’s or service’s ad campaign. Then, when a call from one of these specific numbers arrives, your call agent will know which of your offerings interested the customer enough to prompt a call. Your agent can then jump right in and close the sale by focusing on the highlights of what the customer wants to hear about.

 Whisper Messages: The information from our previous bullet can be conveyed through a Whisper Message, in which the call agent is whispered to before the call is connected, alerting him to the identity of the caller or the source that piqued the customer’s interest. But Whisper Messages can also be used in scenarios in which customers enter their phone numbers on web forms. If you follow up with a phone call, your agent will be notified of the identity of the caller and the area of their interest.

 Database Integration: How impressive would it be to give your call agent access to every interaction a calling customer has had with your company? This is easily accomplished. When a customer calls, their number will automatically be looked up in your customer database. If nothing matches, you’ll know that this is a new customer. If you do find a match, your call agent will have immediate access to this customer’s history, better enabling you to close the sale or provide great service.

Give us a call to learn more about better preparing your call agents for calls/Call Tracking.


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Mike Byrne

Mike Byrne

As IVR Technology Group’s Chief Executive Officer, Mike is intimately involved in the day-to-day operations and is focused on the company’s strategic vision, initiatives, and in leading the company’s product development and overall strategy.

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