The holiday season is here, and businesses are servicing more customers during this time. The holiday season can prove to be overwhelming if you do not have a plan of action. If your business phones ring a lot on a normal day, you are sure to receive even more during this time. Every missed phone call equals a miss opportunity. Customers are more apt to make a phone call to your business during the holiday season because they want their questions answered before buying your products or services.
Your clients will determine the success of your business, so it is important that you cater to their needs. First impressions are everything, and you do not want to leave your customers on hold for long periods of time. They will become frustrated, hang up and go visit your competitor. Here are some ways you can handle your calls during the holiday season.
Marketing Source Calls
You will be advertising heavily during the holiday season, and you want to ensure that those marketing calls are handled efficiently. You can use technology to help you track which ads are attracting your customers, as well as forward them to the correct staff member.
This will help you understand your marketing efforts, see what is working, and ensure your customers’ needs are being met. Customers appreciate going straight to the right person, rather than having to run through a chain of people before getting to the person that can help them. This will help your office run more efficiently, and ensure superior customer service.
Calls can be routed according to keywords, as well. With Dynamic Number Insertion (DNI), your phone number will change each time a visitor comes to your site. This will allow you to view the DNI, and see keywords that the visitor used when they found your site.
The call routing will then focus on the keywords, and ensure that the client reaches the correct staff member. This is a powerful tool that can help you boost more traffic to your website. When you are aware of highly used keywords, then you are able to optimize your site accordingly. Routing your calls using keywords is just another way to ensure holiday sales are efficiently handled.
If there is more than one business location, it’s important to use a Geo-Location tool that will route calls to the business location near them. It can be so annoying when customers are forwarded through a chain of locations before getting to the right one. Customers want to spend as little time on the phone as possible.
They want to get their questions answered, problems solved, and products or services purchased. The holiday season needs to be treated with a no nonsense type of attitude. The Geo-Location tool will cut down on forwarding calls to various branches.
Screening Calls With Virtual Receptionist
A virtual receptionist works from a remote location, which means they have flexible hours. It is important that you extend your customer service during the holiday season to care about issues and sales. Having a virtual receptionist to answer phone calls will make your customers feel important. They will not have to leave messages on an automated machine, or wait on hold for long periods of time. Plus, they work from a remote location, which means you do not have to provide office space or equipment. A virtual receptionist is an affordable solution to your holiday phone calls.
Call Forwarding To Agents
The holidays are busy for your business, as well as employees. However, you do not want to let phone calls go unanswered, because you will miss out on opportunities. If your employees agree to work from a remote location during the holidays, you can have phone calls transferred to them.
This will help your business run smoothly, while employees are traveling to be with loved ones. Sales calls can go to your entire sales team, and the member who picks it up first will get the potential sale. This could be an incentive to those wanting to make some extra cash during the holidays.
There are so many possibilities when it comes to routing your business calls during the holiday season. Whatever way you choose, ensure it fits into your business, and all employees are on board.