Now I am the owner of the online store (Part 3, last)

Virtual PBX RingCloud continues to talk about resolving the headaches of online store owners. In the second part, we talked about voice greetings, the distribution of calls in the group, and also examined the simplest scheme for processing an incoming call.

Today we want to talk about how to track calls after hours, as well as analyze the performance of employees.

Now I am the owner of the online store (Part 1)
Now I am the owner of the online store (Part 2)

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So, we set up the logic for processing incoming calls during business hours. But what to do with calls after hours? One lost call during off hours is one lost customer.

Calls that come after hours are so important to us, but unfortunately, our sales team is no longer working. The potential client does not often care if the sales department works or not, most likely he will find our competitor from whom he will buy the goods.

There are several ways to work with clients after hours:

1. Transfer the call to your mobile. The call will come to your mobile phone and you can fully advise the client.



2. Enable voice mailbox. The client will be asked to leave a message, and the decryption of this message will come to the necessary employee.



If the client does not want to leave a message and hang up, or the company employee does not accept the call, you can always find the missed call in the statistics and call back this number.

Thus, we got just such a scheme:



All this setup took 15 minutes, but let's see what it finally gave us:

• We got a full channel for communication with the client
• All our calls reach the “destination” in a minimum of time
• We do not lose calls after hours
• Our branding does not end after a phone call

But, how do we track how efficiently telephone calls are handled:

It is vital for an online store to monitor the quality of work with incoming calls. In order to evaluate the quality of the consultation, listen to problematic dialogs or restore the dialogue with the client in memory, we use call recording. Call recording is configured individually for each employee, so we can only listen to the dialogs that interest us.



On this online shopping publications are over. Thanks for reading us.

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Now I am the owner of an online store (Part 1) | Now I am the owner of the online store (Part 2)