Many companies cite the accelerating labor shortage in recent years as their biggest problem. What is required of the limited manpower is to improve work efficiency. However, daily phone calls may be preventing work efficiency from improving. This is because work needs to be interrupted every time a phone call occurs.
In order to achieve business efficiency, the issues are ” efficiently carrying out each task ” and ” creating an environment where you can concentrate on your work .” How can we improve to reduce or eliminate phone calls that can be an obstacle to these issues? This time, we will explain improvement measures to reduce or eliminate phone calls.
Disadvantages of telephone support howto call center
What are the disadvantages of having employees busy answering the phone? First, let’s understand the disadvantages of answering the phone.
・It will interfere with your core business.
If you have a dedicated person whose main job is to answer phone calls, it is unlikely that answering the phone will interfere with other tasks. However, many companies answer phone calls in parallel with their core tasks, so there is concern that the increased number of phone calls will have an impact on the core tasks.
・Loss of concentration
Many phone calls temporarily stop ongoing core work. This can lead to a decrease in the previously high level of concentration. In addition, concentration does not return immediately after the phone call, so time is needed to return concentration to the original level. 23 minutes lost! Phone calls take away your concentration australia phone number list Concentration is lost in the office! What are the factors? There is more than one factor that can hinder concentration when working in the office. Therefore, there are several possible reasons…
・Stress from sales calls
Sales calls are also one of the factors that can reduce your concentration. If it is a call from an end user or a client company, you may feel the need to respond, but responding to sales calls takes up extra time. Even turning down a sales call can be stressful.
These disadvantages can accumulate and become a major obstacle to carrying out core business operations. However, telephone responses affect a company’s image, so they cannot be neglected. Therefore, it is important to pursue efficiency in telephone responses as well.
Benefits of reducing or eliminating phone calls
So, what kind of benefits can you get if you can reduce or eliminate phone calls? The specific benefits are as follows:
– Achieve higher performance
If you can reduce or eliminate phone calls, your howto call center actual work will proceed smoothly. And your employees will be able to concentrate better. In recent years, the labor shortage has become more serious, and the ability to carry out work with a limited number of people is being questioned. Therefore, reducing or eliminating phone calls to create an environment where each employee can concentrate better can have a huge benefit in terms of improving work efficiency and productivity.
Reduces mental howto call center stress
Many people who handle phone calls feel pressured to respond immediately to calls from customers and other external parties. For some people, this pressure can be a mental burden. However, reducing or eliminating phone calls can reduce the mental burden. Reducing or eliminating phone calls also has great benefits in terms of creating a more comfortable working environment.
・No need to come to the office to answer phone calls
Recently, the number of companies introducing teleworking has increased, but there are also companies that require employees to come to the office on a rotation basis to answer phone calls. If phone calls could be eliminated, there would be no need to come to the office, creating a more flexible working environment. How to answer phone calls is an important point in creating a comfortable working environment.
Ways to reduce or eliminate phone calls
What kind of improvement methods can you use to actually reduce or eliminate phone calls? From here, we will introduce some specific improvement measures.
・Introduce an IVR (interactive voice response system)
IVR stands for “Interactive Voice Response,” and when you make an inquiry by phone, an automated voice guide will play at the beginning, and by simply pressing the appropriate number following the voice guidance, you can hear the solution from the automated voice or speak to a communicator. Only inquiries that can only be resolved through actual conversation are connected to a communicator , making it possible for companies to achieve significant operational efficiency improvements.
・Enhancing the information on your company’s website
By creating a page that introduces your services in detail and posting a Q&A section. However, can he was the first to openly improve your website and direct customers to that page , which will likely reduce the number of inquiries. By providing detailed information, you can reduce the number of points that customers have questions about, which can also lead to a reduction in phone calls.
・Use a telephone howto call center answering service
One way to significantly reduce the amount of phone calls that employees have to make is to use a telephone answering service. For example, there are services where a communicator answers the phone, declines unnecessary calls (such as sales calls), and only sends important calls by email. Finally, as line data well as services that prepare manuals in advance and even handle inquiries and take orders. The benefits of this service are that the phone will no longer ring in the office, reducing labor costs and making costs visible.
Streamline and automate your phone calls to improve productivity
This time, we introduced some improvement points to reduce or eliminate telephone correspondence. While telephone correspondence has its disadvantages, it is also an important task.
Even if you have limited human resources, you can improve the efficiency and automation of telephone support without lowering customer satisfaction by using IVR, Q&A, telephone answering services, etc. Why not take this opportunity to review your company’s environment and start taking measures to improve the efficiency and automation of telephone support?