May 22, 2022

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Business Management: How it Pays to Put Customers in Control

A missed call is a missed opportunity. 

Whether it’s a potential sale, a chance to serve, or just an enquiry to add to the pipeline: every interaction is vital. 

It’s why having clear, real-time visibility of all communicative activity matters so much. 

Turn that visibility into impactful, value-added analysis, and an organisation can start using data to drive better performance.

And when that happens, those missed opportunities start to deliver.  

“In today’s work-from-anywhere environment, it’s crucial for an enterprise to have the tools needed to understand and manage the business, its workforce and its communications,” says Robin Hayman, Director of Marketing and Product Management at UK-based, channel-focused voice solutions provider Splicecom, who are the smart thinkers in this space. 

“Visibility is everything, particularly when those tasked with answering calls are no longer routinely in the office. 

“For a car dealership, for example, a missed call can mean a lost £300 service or miss out on a £30,000 car sale. 

“Untimely call answering abandoned calls, sub-optimal call-back processes – they all represent ways in which poorly-managed communications can significantly undermine any business’s profitability.” 

In truth, most end-user enterprises – no matter the size – know the risks inherent in the hybrid working model but there are often technological barriers to establishing and maintaining full control. 

For those leveraging the many benefits of hosted telephony, call management capability is often missing from providers’ platforms and must be sourced (at extra cost) from a third-party. 

That means a more complex tech stack, increased inter-dependencies within it, and additional suppliers – all with different SLAs and all on separate bills. 

However, in Splicecom’s case, ‘Vision’ – its cloud-based or on-premise feature-rich, enterprise-grade business management suite – is embedded in its SelectVoice communications offering. 

It features report scheduling, permission-based browser access, call alarms and audit logs showing who and how users viewed or listened to call data and can be enhanced to support multi-channel communications such as WhatsApp Business, Facebook, email, and SMS. 

Seamless and slick, it mines a single database to capture all call, messaging, social media interaction and Microsoft Teams voice activity and presents it via a clear and engaging user interface. 

Administrators and supervisors get an at-a-glance read-out of the resulting data and are able to extract customised and easily-sharable reports. 

Optional add-ons include encrypted call recording and the ability to display data on office-located wallboards bespoke to individual end-user requirements. 

It can be a particularly potent force when deployed in multi-customer contact centre settings – leveraging the cost-effectiveness of a single instance’s ability to simultaneously service multiple organisations.      

And – in the event of inaccurate fraud allegations, unfair social media exposure, or claims of abusive language – data can be used to quickly investigate and settle any potentially-damaging disputes. 

“Call management and reporting is a core element of our product set and it means we equip users with not just the modern telephony and unified communication platforms they need but also with that crucial extra capability to ensure employee best practice and reputational protection,” says Splicecom Director of Sales Stuart Bell. 

“It’s about providing organisations with confidence in their communication processes and trust in those who execute them – all as standard and all from a single provider. 

“The end user organisation benefits are obvious, which makes them easy for our reseller partners to articulate. Call efficiency and effectiveness is improved instantly and that means return on investment is swift and significant” 

To add to the allure, Splicecom’s ‘sell with’ culture means their experts are always on hand to support reseller pre-sale engagements: explaining the solution and sharing impactful use-case experiences. 

So, it seems opportunity is calling. 

Just make sure you don’t miss out.     

To learn more about how Splicecom can help you and your customers thrive, visit www.splicecom.com