Much is discussed about omnichannel customer contact as we do here on our site, so what is the future of the humble telephone call? Gartner predict that by 2020, 70% of customer interactions with businesses will be dealt with through web chat and social media.
- Call handling
We’re still though a few years away from Gartner‘s prediction and whether true or not the telephone will and should still play a fundamental part in any company’s customer communication strategy. The fact is when a customer makes a sales enquiry, has a complaint or a serious issue to deal with, then more often than not they will wish to speak to somebody.
If however Gartner’s prediction is correct then even in 2020 it will still leave circa 30% of customers wanting to make contact by calls and email, and the general feeling is that email will largely be replaced by web chat for non-complex interactions.
- Leading infrastructure
Ventrica has invested in globally leading telephony infrastructure such as Avaya for advanced call handling, routing and prioritisation. We overlay Avaya with our Altitude IVR which provides intelligent customisation of voice messages and options that can guide your customers with information prior to being put through to a live Advisor.
All calls are recorded and archived ensuring there is a voice log of every single conversation we have on your behalf.
- Professional staff
Coupled with great technology are our people. We believe they’re great too! Our staff are skilled in the art of conversation and are trained in both sales and customer service skills.
We never forget that when handling calls on your behalf we often act as the first point of contact a customer may have with your organisation and we take that responsibility seriously.
See our welcome to Ventrica video on the home page for a whistle-stop high level overview of our staff and working environment.