How VoIP can Improve Your Retail Call Handling
When customers shop in your store, they usually aren’t thinking about your phones. That changes when your phones are ringing off the hook and your staff is either ignoring the noise or is too busy talking on the phone to pay attention to the massive line of people at the registers! What can be done to fix these situations? One of the first things to do is switch to VoIP. Here are some big ways VoIP can improve retail call handling and lower costs:
Improve Call Handling
For years, it has been standard to route calls to specific departments in stores. Unfortunately, even the best workers can’t do multiple things at once. When call volume is high and in-person customer volume is also high, someone is going to have to be ignored.
With VoIP, there is no need to send calls to overworked floor salespeople. They can instead be sent to office employees who are trained to be able to answer callers’ questions. Many of the calls that come into stores are the same or similar, so it won’t be difficult to train some people to handle them. Then, only extremely specific questions will need to be routed to the floor staff.
Eliminate Busy Signals
High call volume doesn’t just cause problems with handling. In the worst-case scenarios, calls don’t get through at all. Instead, customers trying to ask about your latest sale or the arrival of new products get busy signals. This causes many of them to call – and then shop at – a different store.
With VoIP, busy signals are easy to avoid. You can set your phone system to redirect calls to open phones or automatically put callers into a queue where they can wait for an employee to pick up. Either solution is much better than sending people away with the buzzes of busy signals.
Some VoIP providers have systems that can redirect calls to cell phones. Imagine being able to walk around the sales floor without worrying about missing calls! This feature is great for managers who like to be out there watching what’s going on. You can make your rounds with ease, and when you’re needed on the phone, you can just get it out of your pocket instead of rushing back to the office. Best of all, the system won’t do anything that lets the caller know that you’re talking from your cell.
One of the biggest benefits of VoIP is that it saves businesses money. VoIP plans typically have no per-call fees, but instead, charge by the minute. This is a big improvement over traditional plans, which typically charge both ways at once! You can also tailor your plan on a line-item basis to get the features you need. Such systems allow you to avoid traditional package deals, which always seem to include some useless features in their bundles.
If you already have high-speed internet at your workstations, installation of VoIP is also cheaper than installing landlines. That’s because you won’t have to install separate phone lines. VoIP comes over the internet cable, so you use one physical line for everything.
VoIP also saves your business money due to its lack of long distance charges. If you routinely find that you need to call customers back, this will be a great help. Typical landline companies only give you a tiny radius for “local” calling, which means that you get charged extra for every call outside of it. This problem is eliminated with VoIP. You could call someone across the country for the same price as calling the person who lives across the street from your store.