With the launch of advanced technologies, there has been a significant rise in the standards of customer service. As people demand more from a call center, cloud telephony solutions have brought about a huge change with a high degree of accuracy.
Research has shown that a majority of customers would not associate with your business after bad customer experience and you could find it very difficult to retain such customers.
The current day and age of business does not tolerate bad customer service. To ensure a customer experience that is satisfactory and steady is the need for call continuity. What does call continuity imply? Call continuity addresses to the continuation of call irrespective of any loss of connection initially.
Cloud telephony is such a system that it is designed to determine the network loss upon call disconnection and thereby divert the call to a backup number that will connect to an agent. A smooth customer experience is guaranteed by cloud telephony.
Several situations such as bad weather, outages, power failures and minor network issues can disconnect your customers call. In all these situations, the solution that you need is a cloud telephony that allows call continuity. Cloud telephony allows you to handle complains effectively by simply forwarding the call to the next available agent. This will lead to better customer experience and thereby in customer retention.
How Can Cloud Telephony Improve Your Call Continuity?
You do not want your customers to become victims of a disconnected call. This is well taken care by the cloud telephony providers. Easy transformation and consistent communication can be achieved by the many robust features of cloud telephony.
Need for a Sizeable Amount of Agents
At the foremost, any disconnected call should have a backup data and for this your business requires a sizeable amount of agents who can attend to this. So in case of disruption of call, it would be taken up by the most suitable agent possible.
For example, using an IVR system, the task of determining agent schedules and suitability to automation can be easily delegated. Whenever needed, the call is greeted by a virtual assistant and later routed to the most suitable agent.
Up-To-Date Customer Information
Cloud telephony enables agents to be updated on customers’ information, product information and history, the data of which is stored in the system. As soon as the call is disconnected and redirected to another new agent, this stored data comes of use to many agents who can access it. Thus it can be said that agents can gather data instantly and understand requirements of customers than repeating the entire process. This not only makes the customers happy but also shortens the call interaction and thereby agents can focus on resolving other queries.
Remote Working and Portability
Remote working and portability is the biggest benefit offered by cloud telephony. Cloud telephony doesn’t need any infrastructure or hardware being a cloud based system. Due to this, you can set up kiosks at various locations after decentralization. This is crucial in call continuity maintenance. In case of disruption of network, agents may suffer if they all are located in the same place but with when located at different areas, such network issue is least likely to occur. In situations where a certain agent is facing low connectivity, you can route the call to another agent with best connectivity.
Any issues that you or your team faces with cloud telephony solution can be dealt by the cloud telephony service providers successfully. For example, a single call to your cloud telephony provider is enough to resolve any call continuity issue. Not only do you have team support but also technology support
Switch between Networks and Devices
Cloud telephony provides a means for remote workers and mobile users to work more efficiently. Thus, agents can also use any device they like. This allows them to switch between networks and devices without restriction.
In In the case of call continuity, your agent will be able to set up the call on another device quickly if one device has network issues.
Monitoring of databases and calls
Maintaining all the systems and keeping track of the calls can be quite a challenge in a traditional telephony setup. The admin database that comes with cloud telephony allows you to track and monitor call flows.
Additionally, you can record calls for training and analysis purposes, as well as gain information on call statistics – duration, frequency, initiation. Through this database, you can determine where each call is being diverted and to whom it is being diverted. An administration database allows you to keep track of the inner workings of your contact center, which contributes to providing a good customer experience.
Easy payments and scalability
By adding more extensions and phone lines, you can ensure greater call continuity. Adding systems or moving them anytime is easy with cloud solutions, since they can be scaled up and down easily.
The more requirements you have, the more features you can use, and vice versa. You can budget your expenditures based on your requirements since most cloud telephony providers provide a pay-as-you-go option. You don’t have to worry about overspending if you fulfill your most urgent needs.
When consumer expectations rise, a dropped call can be extremely frustrating. Continuity ensures that consumer calls aren’t cut off by a bad connection. Providing a smooth customer experience can be achieved by rerouting calls to a backup agent.
Call continuity can be achieved with minimal effort using cloud telephony providers. Since customer information is stored in the cloud, agents have easy access to it. At In times when simple errors can cost you several customers, it’s better to put into place technology that will benefit you in the long and short term.