How to increase the number of processed calls and do not lose money and customers?

There are several solutions. For example, thanks to the installation of a cloud PBX, a business can reduce losses and gain a growth of 30% of new customers. Statistics show that, 90% of clients will backtrack to the company for repeated maintenance or purchase, if their problem is solved in one call. Almost the same number of people will not work with the firm, if they did not get a call back on time or get their call unanswered. Of these, only 50% will try to call again, but if the second attempt is unsuccessful, they will move on to competitors.

Many new businesses face this problem. At the initial stage, one phone number is enough, calls to which are estimated in dozens per day. But when the business starts to scale, calls are growing exponentially. While one client updates the manager with the necessary information, the other one is already hanging on the line, trying to get through, while on Saturdays no one answers the calls. And the client often applies to the competitors because of an unsuccessful attempt to get through.

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When a businessman opens his store he does not yet know how big volume of customers calls he would have to cope with. Imagine a client base of more than 45,000 people. About half of them come to the store regularly. To simplify communication with customers, the business websites introduce "Call back" service and the form of the online order. This allows to speed up the process of orders processing and save time for both the buyer and the manager.

However, the order requires clarification. In addition, there are customers who used to the communication on the telephone. After losing several clients, the business owner realizes that calls processing is necessary to be automated.

This issue has a plenty of solutions on the market. The choice largely depends on which workspace is used. If the company does not require the organization of a fixed office space, the easiest way is to contact an outsourced call-center. It works 24/7 and is suitable for companies that work with a fixed base of goods or services—for example, in catalogs. The cost of this service depends on the operator. Many offer a package for business customers.

“Outsourced call-center—is an economy on the secretary and calls processing at any time of the day. But there is a risk of losing contact with customers”—says the representative of a VoIP carrier Platinum Services Ltd. In this case, the office mini-PBX will help. One need to get permission from the fixed telecom provider, install the equipment and correctly set up the calls redirection. This solution ties a company to one place: if the company moves to a new office, everything needs to start from the beginning.

A few years ago a virtual alternative appeared—a cloud PBX. The principle of its operation is simple: the company gets a full use of IP-PBX, physically placed on the operator server, and pays only for a service and a subscription fee. A company does not need to install the hardware, it is easily scalable, and it can connect additional options: "Virtual secretary", short number, calls forwarding, voice menu, record dialogs, voice mail, transfer and hold calls and also connect calls to corporate CRM.

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Many businesses have already estimated the effect of installing such cloud PBX. Firstly, it allows systematizing the work with customers, adding the counting of calls to the system of control over the work with customers. The number of orders processed increases three times, and loyalty of the customers increases by more than 80%.

When a business decides to expand its communication channels, it is first of all worth analyzing how many calls come during the peak period. Check it is simple enough—call your own company. If you did not get through from the second time—it's time to install the automatic telephone exchange. It is also worth considering how many channels you need to install. The cost of connection also depends on this. Large operators offer 100 channels, small ones—from 10 and more.

Moreover, there is always qualified sellers and inexperienced employees who are still learning at each company. They can be grouped together and the incoming calls can be prioritized. The same goes for client groups—there are permanent or VIP clients that require an immediate response or even a specific manager. In general, this solution is very useful for online shops, as it allows you to save money by installing complex physical PBX. It will be useful if the business plans to expand, opening in different cities.

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