Not all customers will call when there is an issue. They might start by writing a complaint on social media, leaving a bad review or complaining in an online community. They are likely to have a preconceived opinion about the company by the time they turn to customer support.
It’s as vital for contact centres to know what’s being said during these chats as it is to handle incoming calls. Media monitoring allows businesses to keep track of what people are saying and VoIP technology assists teams in answering questions that follow.
Businesses can use customer suggestions along with the VoIP capabilities, like call recording, call analytics and call routing, to better prepare their agents and ensure they offer more consistent customer service.
Why Contact Centers Need Media Monitoring?
Media monitoring is the process used to monitor what is being said about a business, services and industry on online platforms. It features customer reviews, social media posts, news reports and forum discussions.
Think of a company that makes a new policy for billing. Customers begin asking questions about the change on social media and, in the next few days, the support team gets more calls about the charges that haven’t been expected.
If not monitored by media, managers may only be aware of the problem when call volumes rise. Through public discussion, they can gain insight into what concerns are, and be able to prepare the agents with the right information.
The additional layer of insight is added by a VoIP phone system. Call analytics can be used to determine if call volume is rising, calls are going “cold”, and response time is increasing. Call recordings can also provide insights into customer queries they make most often.
These insights can enable businesses to learn what is occurring beyond their phone lines and how it impacts their customer care operations.
Where Businesses Should Monitor Customer Feedback?
The platforms are for customers to voice their opinions. The point for contact centre managers is to concentrate on the sources that are relevant to their audience.
- Social media: Search for your company name, even when a post doesn’t tag your account.
- Check review sites: Check for customer support, service and billing issues.
- Online communities: Read customer experiences and product recommendations in online forums.
- News sites: Keep up to date with news on services, price changes and industry news.
Once a concern is obvious, managers can pass along the information to their VoIP support teams. If they’re experiencing a service outage, for instance, agents may get notified beforehand before taking care of calls related to that outage.
IVR (Interactive Voice Response) greetings can also be utilized in a business to give fundamental data to callers before they are put in touch with an agent. This can minimize repeat calls and assist customers with getting to the proper department.
Connect Public Complaints With VoIP Call Data
Not all online complaints are indicative of a problem that affects many people. It is important for business to take into account what they hear from the public compared to what they hear from actual customers before making a decision.
This is where VoIP reporting comes in handy.
Imagine multiple customers are posting complaints about refunds being delayed online.Suppose a number of customers are complaining about delayed refunds online. Managerial access to support calls and analytics will be used to determine if there have been increases in refund queries. Call recordings can also be used to determine if agents are giving the same explanations.
This provides managers with a more accurate picture of the situation.
Teams can also use narrative intelligence to understand how particular claims spread across different platforms. Repsense, for example, offers tools for analysing discussions across text, broadcast and video content.
The aim for contact centres is to get to know the problem, check facts and formulate a suitable response. It is vital for businesses to look into any valid complaints rather than dismissing repeated negative comments as false.
How to Use Media Monitoring in Daily VoIP Operations?
It’s far more valuable to be able to monitor customer discussions when the results are incorporated into the day-to-day management of the contact centre.
Here are some tips on how you can utilize the information:
1. Be ready with agents in advance of calls
Discuss any critical customer issues at shift meetings with agents. Provide them with accurate data, and simple answers to frequently asked questions.
2. Adjust call routing
VoIP call routing allows managers to route calls to the department or trained agents in case of a specific issue, if it requires more enquiries.
3. Update IVR messages
If confirmed issues are recurring in the same way among customers update recorded announcements with useful information before customers call an agent to ask about the issue.
4. Review call recordings
Supervisors can listen to previous conversations to comprehend customer concerns, as well as recognize communication problems and enhance agent training.
5. Monitor call performance
Analyze call volumes and missed calls and response times via VoIP. These reports can help managers determine if a problem is causing extra strain on the support staff.
If a payment issue is getting a lot of conversation online, for instance, the business could alert the agents, change the phone greeting and track incoming calls. This helps to create a more streamlined response throughout the contact centre.
Enhance customer support by using VoIP
Media monitoring is useful to business organisations to gain insight into the conversations that are happening in the public domain, however, customers still want timely, responsive answers to their queries when they reach out to the business’s support channels.
This is where a good VoIP solution comes in handy. For businesses, VoIP offers communication solutions to facilitate the incoming calls, aid agents and offer more control over customer interactions.
Call recording, call monitoring and call analytics provide managers with valuable information regarding support performance. Call queues and routing options can be used to manage incoming calls; a call queuing feature can direct the caller to the right department.
These tools can also be useful to businesses to see where their support process needs improvement. For example, if a customer has the same question over and over in call recordings, this could mean that their website information or instructions to their account are not clear enough.
Through these communication channels and media monitoring, businesses can map customer feedback to real customer service.
Make Customer Feedback Part of Your Contact Centre Strategy
Media monitoring should not be a stand-alone process. Feedback gathered from feedback, social media and online forums can be used to anticipate incoming enquiries at contact centres.
Get started by tracking some key customer issues. Provide trusted information to agents, broadcast alerts to phones as needed, and view VoIP reports to see how these factors impact calls.
VoIP solutions enable businesses to schedule calls with customers, evaluate agents’ performance, and streamline incoming calls.
The outcome is a call centre that can do more than just answer the call. Remains alert to customer issues and applies this information to enhance communication and support.
