Implementing an incredible feature like intelligent call routing is one thing; it’s entirely another to maximize this advantage and crush your competition with it. Advanced technology provides increasingly powerful options, not just for the Fortune 100, to everyone at an affordable price. The pest management sector is projected to grow to $24.3 billion by 2031, more than a $10 billion increase from today. This is a growth market, so positioning your business as a customer experience guru would be ideal.
What is Intelligent Call Routing
Intelligent call routing system works with historical data, CSR’s skills and abilities, and the caller’s priority or issue, amongst other options. The idea is simple: use data to route the caller appropriately to the agent or queue best suited to solve the problem quickly for the best results. Intelligent call routing is a massive step forward in the capabilities and efficiency of your phone system.
Why Intelligent Call Routing is Critical to Your Success
In a service-based industry like pest management, success is determined by how your customers think you did. It is less about sales and a “job well done,” even though those are extremely important, but how the customer perceives the work and ease of the interactions. By introducing an intelligent call routing system, you are offering a more precise and effortless client experience. You are more likely to address the issues more quickly and accurately if you get the proper concerns to the suitable agents. By putting your customers first, they spread their exceptional experience to their friends and family, which is more than five times as powerful as paid advertisements.
How an Intelligent Call Routing Solution Sets You Apart from the Competition
The importance of staying ahead of the competition cannot be understated. You will be leaps and bounds ahead of the competition by introducing business enhancements, like an intelligent call routing system that prioritizes the customer experience. Remember that your customers are your priority; everything else within your business will slide neatly into place. Let’s look at some examples of how to put your customers first.
1. Embrace a Customer-First Philosophy
Ease of customer interaction should be at the top of the list. Talk to a few family members or neighbors and ask them to call in or communicate with your team to see how the process works. Then, combine that information with what you have heard from your paying customers to know where improvements need to be made. Every business is different, but the outcome should be the same: make the customer experience as easy as possible while still providing top-notch service.
2. Segment User Base
The simple fact is that not all clients are the same. The differences may be complexities, size, number of locations, revenue, or even if you don’t split your customers. Segmentation is needed for an intelligent call routing system to function at its peak capabilities. Then, based on those segments, you can create a hierarchy that can work with the other call data to prioritize the incoming interactions.
3. Streamline Company Tools for Better Data
The most efficient way to set up a smart communication system like this that is primarily based on data is to try to reduce the number of systems you need to connect to get the data you need. Having a fully integrated phone system, like the PCO Phone System from Voice for Pest, is the best way to achieve your desired outcomes. Your intelligent call routing system depends on quality data, and if that is missing, it will not function as expected.
4. Simplify Call Handling for Best Results
Your training and phone handling process should be as simple as possible. With complete access to your data, you have a great place to start when getting the system set up. If you overcomplicate the setup, the system won’t correctly prioritize the calls. A recent study from Zendesk states that 73 percent of customers say that having fast resolutions is a top component of good customer service. Your setup is less of a set-it-and-forget-it and more of a trial and error; then, the upkeep will be related to agent performance and technical abilities.
Rise Above the Competition with an ICR Solution from Voice for Pest
The technology is here to make your pest control business run smoother and your customers even happier. By evaluating your customer flow now, you will save yourself headaches for years to come. Look at the intelligent voice routing system within the PCO phone system. You will be amazed at how much your customers will love efficiency. Contact us today!
