Posts Tagged ‘multilingual’

Case History – Prequalifying Your Callers

April 29, 2009

All businesses are very happy to receive phone calls from prospects and clients. That is typically the lifeblood of the business sales cycle. Are some of those calls more desirable than others? Do some calls lead to higher profit or a greater chance of landing that deal? Shouldn’t they take priority over calls that lead to tougher sales and lower profits?

The trick is to prequalify the callers before the staff even picks up the phone. If the staff, whether it is one person or fifty, can see at a glance on the VOIP phone LCD screen that the purpose of the call is type A or type B, that presents an opportunity to skew the time spent towards the better calls. How can a VOIP phone system help create that winning approach towards higher profitability?

Let’s take the example of a bail bonds company. They get calls for service from basically two types of callers. The first group are people in jail or family members who want to get them out ASAP. These are high profit jobs with a high rate of turning the caller into a client but only if you can speak to the caller quickly. If you place that caller on hold, they are gone looking for the next bail bonds company in the phone book. Time is of the essence and they can’t wait for you to get around to take care of their need.

The second type of caller is someone who has a warrant out for their arrest for not responding to a court order. They also need help but it is not on an emergency basis. This type of call is not as profitable and is much less likely to turn into real business for the bail bonds company. The number of calls for warrant help though is much higher than the emergency calls and can drown them out. It would be bad business to allow working on the warrant calls to cause the company to lose their emergency clients because the lines or staff were busy.

The answer is to market an emergency phone number and a warrant-only phone number. The VOIP system will recognize which call-in number has been used and forward the call to the right person along with the notice on the IP phone LCD screen that the caller is emergency or warrant. The employee can tell at a glance whether or not to take the next call or stay on the line with the current caller. By the way, all menus heard by the caller are available in multilingual choices of English, Spanish, Mandarin and Vietnamese.

But wait, could you do the same thing with a ten year old phone system? The answer is that you could know which caller was incoming but you still can’t get their information if you are overloaded with concurrent calls. VOIP phone systems have the ability to ask questions of callers and get recorded responses as Voicemail to Email .wav file attachments. Every warrant call that is not answered live by an employee will be sent to a menu system to answer five pertinent questions about their warrant. From the recorded responses the staff can decide in which order and when to return those calls.

Prequalifying your callers via VOIP features will boost your company profits. You will service many more clients with VOIP rather than continuing to use a ten year old phone system because it is already in place. Don’t look at the cost of a system, look at the resulting ROI.

Ask for your free phone system audit from Select Phone Solutions by calling 281-501-6464.

“Productivity Through Technology”