During the operation of any business, there will be times that the escalation of service calls is required. Call transfer allows anyone who is on a telephone call to easily escalate calls when the need arises without further annoying an already upset customer.
Call Transfer vs. Callbacks
When a customer or client requests to speak with management, or when the employee who answered the call is unable to satisfy their requests, it will become necessary to escalate the call to the proper person or department. As such, employees are often required to place the caller on hold while they retrieve the requested individual or even take their information and offer a callback. Studies have shown that it is best to resolve upset customers’ issues right away, so this process can sometimes do more harm than good. Call transfer is the perfect solution to these problems; the employee who takes the call can easily transfer the caller to the correct person in less than 30 seconds.
Customer support can be a difficult task; there are a wide range of issues that can arise from providing products and services to the general public. As a result, customer service departments are often ‘tiered’, meaning that if the first department is unable to resolve the issue, the customer can be connected with a more specialized team. Rather than providing the caller with another number to dial, customer service agents can ease client frustrations by immediately connecting them with the employee or department that specializes in handling their needs via call transfer. This process has a direct impact on the length of time it takes to completely resolve customer issues and complaints.
Repairs and Technical Support
When a client or customer has an issue with a specific product, there are often some very simple steps that can be taken in order to get the product working correctly—especially if it is electronic in nature.