18/08/2020
A few words about the interaction between the site and the call center.
Many website owners believe that customers simply have a responsibility to shop online. Meanwhile, as practice shows, on average, about 60% of visitors to online resources prefer live communication with call center specialists and sales managers.
For many, a specialist's answer is more valuable than advice posted on forums or social networks.
It is for this reason that they expect a kind attitude and qualified help.
Meanwhile, it is not uncommon for customers to be rude, made to wait a long time on the phone line, or simply declare that they do not have comprehensive information about the subject of interest of a potential buyer.
In this matter, it is necessary to constantly monitor the quality of the work of your employees.
A famous example was set by Richard Branson, a well-known businessman from the United States.
He connected the service, the meaning of which was that after a certain period of time his recorded voice was turned on on the line and informed the clients that after a certain time, if none of the operators answered the call, the client would receive the product or service for free. after which the voice in the receiver began to count. It's easy to imagine the reaction of the callers, none of whom hung up.
To be continue...
