Many of online stores and other small business handle incoming calls and make outgoing calls using mobile and fixed telephones. There are many more call centers that do not have automation systems. Such companies do not have a single software or hardware environment in which information about incoming and outgoing calls could be centrally processed and stored.x
In general, their advertising phone numbers are single-channel, which in turn requires an equal ratio of the number of telephone numbers and telephone sets. For the company’s access to the client, it is necessary to acquire several city telephone numbers and apparatuses, and a lot of mobile numbers. Only in this way, the company can provide its accessibility to a client who can theoretically call one of the available telephone numbers at that time if he shows tenacity.
In theory, the number of incoming, outgoing and missed calls can be calculated, and the ratio of received to missed calls can be calculated. But how many companies, without automation, keep such records? – No, to be more precise, almost no one keeps a manual record of the number of calls made.
In large companies, where the existing business processes do not provide for the use of a single centralized communication system, the separate staffing unit is responsible for recording calls and costs for communication services. Often it is in the staff of the Call Center. This employee performs calculations based on requested details on calls from Telephony Operators. Such information can be consolidated and processed not more than once a month, and then 5-10 days after the end of the reporting period. Naturally, it is worthwhile to talk about the relevance and timeliness of such reports only for forecasting the costs of telecommunications, and that is very approximate.
In addition to the absence of actual statistics, with manual processing of calls, there is a problem with a large number of missed (unprocessed) calls and monitoring the work of personnel who handle these calls.
A large percentage of missed calls generally can happend because of the inability to receive a second incoming call on the same phone and the lack of multichannel advertising numbers. Some companies set up conditional forwarding from one mobile number to another, which allows you to see the second incoming call and receive it. But, in this case, there are new problems that do not allow: to recognize the client, to greet him by name, to answer the call to the manager who works with this client. To solve these problems it is necessary: ââto write down the customer number in the phone books of each telephone, to spend the time of one manager who saw this call in order to determine whose client this is, to evaluate the current employment of this client’s manager, to hand him the telephone receiver. Such actions affect to a large extent: low client-orientation, a long waiting time for the customer to answer the call, an increase in the cost of the company’s activities (staff salaries and advertising conversions).
The lack of control over the work of personnel leads to excessive costs for its maintenance, the so-called “tax on inefficiency”. It is impossible to determine the most and least loaded manager (operator, dispatcher). Often there is a situation when the manager is tasked to make for example 10 sales per month, for which he will need: call 100 customers, appoint 50 and hold 30 meetings.
In reality, to achieve this result, the manager must make 500-800 calls during this period, note not 100 calls, but much more, with a certain length of conversations, which directly depends on the company’s field of activity – and this is mistake, because That they have nothing to consider calls and accordingly make the correct forecast. Often in practice, some managers, referring to a bad client database, the inadequacy of the customer who answered the call, the bad product or its high cost do not fulfill their plan for sales, but in this case it is necessary to analyze the calls of this manager.
Not having an IP PBX with detailed information on the number of calls and the duration of calls, the lack of the ability to listen to recorded conversations, there is no way to verify the veracity of the report. After all, the manager could just dial the number of the client at all and, without waiting for his answer, interrupt a call, so in the statistics of mobile phone calls one can see the number of calls, but there is no possibility to see their duration and listen to the conversation. In this case, the head of the company, who received misinformation, is looking for solutions to pseudo-problems, rather than improving the manager’s work.
To solve so many problem such unreasonable problems that every company faces, which does not have tools for automating call processing, it is necessary to improve its business activities with the help of IP PBX and Outbound Call System.
Of all the solutions provided by IP telephony, virtual PBX is the most applicable solution in any business, no matter whether it is a large company with branches in different cities and countries, or a group of start-ups that do not even have their own office. Virtual PBX is a corporate telephone station, hosted and provided to the company as a virtual service. Such automatic telephone exchanges are also called Cloud PBX. You do not need to buy expensive equipment and hire a staff of specialists to serve it. Virtual ip PBX is in the cloud, on server. Any settings, changes, prevention of problems occur remotely. Virtual services are extremely flexible in the settings. You can combine numbers into a single system, the connection of the ip phone, PBX and other services occurs without your physical presence. You can be in any part of the world where there is an Internet network and be on a single room with your main office.
Imagine that you need to call 50 customers who left their orders in the online store at night. You can take turns to dial numbers and occupy the operator, but this is not very rational. If the call center is large, it’s enough to make sure that you have at least one free operator in reserve (that is, do not give him calls while) and start calling.
Suppose, according to statistics, only 7 out of 10 subscribers are responsible. The three remaining at this time go to the subway, replenish the balance or speak to someone. So, roughly speaking, we need 7 operators for 10 launched calls. Next, one operator completes 10 calls in 30 minutes. Of these, about 4 minutes he listens to the beeps. This means that if you throw out the waiting – you can put 10 calls in 26 minutes. There are companies for which the hit rate is only 20% (2 out of 10 calls), and in such cases the system of predictions becomes very useful.
Outgoing call systems take into account these calculations and launch connections as the operator releases. The result of this system is the smoothness of outgoing calls in your company.