accessibility of the telephone exchanges :
Today (in 2009), that is in the midst of the financial and economic Kriese you have that feeling that companies can save anywhere, come hell. Example from practice: From 6 Anwählversuchen go 4 into space, more precisely it logs on no one, not even after 15 times dial tone! In 2 business comes with a tape message: Our switchboard is from 9:00 bis 12:00 clock and 14:00 clock to 16:30 clock reception clock! No way someone directly to the to get a phone or an alternate contact option etc. We call for a sales pitch, not so bad if we hang on the line, but what happens to those customers and prospects who want to buy a service or a product of the company? Who will find in the Internet age quickly a new provider. Who does not advertise the dies they say in the advertising! And with the accessibility? Who is down, which is forgotten very quickly. One has the impression that bolted in many companies as many overtime and attendance time, the thereat of the most important part, namely, the CLIENT will be totally forgotten. => It would be very easy with the modern technologies possible to implement even in the unoccupied telephone a customer-friendly behavior accordingly. (Redirection to the sales department or another department, transfer to a customer charge etc.)
The switchboard is the "input" to the company. Here is the first impression of the perceived performance of the company. Previously, the telephone staff were the first who spoke to a potential new customer. Today we have far too often refer to an impersonal computerized voice that just in general not our intention to buy the "select for complaints, 3" etc. has standard questions.
costs professional telephone reception saved <=> customer lost!
=> John Naisbit (book Megatrends) says this: From king to beggar
During the 1990 - years that flowed on cornucopia of technological progress, all of us. ordered by a technology-oriented management kosenbewussten heard a soft voice and he reassures us: "Your call is important to us to hold the line while we ignore you!" But of course this is only the overture. "To hear the list of our 100 product ranges, press one. To hear the current number of customers who would rather die than return to us with business to make, press the two. . To speak with someone who's a nice person, but unfortunately, unsuspecting, press the three "After eleven minutes and 33 seconds, the end sounds in the form of a crescendo:" The person you wish to speak, either spicht on another line or not in the office. Please try again later. "That is enough. There are companies like this that call the customer as king, but immediately treat him worse than a beggar. If you have such a system in your company, then you throw it out and they replace the machine again by friendly "high touch" mediator, and you will see where ware hidden cost efficiency content.
=> Turn the telephone into a customers hell - paradise!
