6 Ways financial institutions can win more business with cloud telephony
Financial institutions are spending heavily on lead generation and customer service departments.
But the major issue lies when they are not able to handle incoming calls.
Customers are getting confused by multiple numbers to call for services. Agents don’t remember what the previous conversation with a particular customer was.
And because of all these factors, leads are missing out.
With increasing competition and upcoming technologies, it is crucial to cop up with demand. In all this hype a small change in a communication system can give big results.
Adopting to cloud telephony will be essential for financial institutions to win more business and improvise customer experience.
Below are some ways for financial institutions to get most out of cloud telephony.
- Be available anytime, anywhere.
Every minute there are thousands of customers calling to financial institutions at various times. And chances are high that calls are getting missed more often because of poor call management system.
Even after office hours, customer calls are not answered. Cloud telephony comes with this amazing feature where organizations don’t need to worry about missing calls.
When a customer is calling after hours, automated greetings will be sent. The call data will be stored and recorded in the secured database. Along with that notification will be sent to concern person about the call.
This allows agents to follow up and call back to the customer.
This helps capture all the missing leads. If agents are not available in the office, they can work remotely with ease. Customer calls can be answered anytime, anywhere.
- One number for many uses
While using various numbers for services, customers get confused on what number to call.
By having one centralized number, it makes things easy and simple for both institutions and customers. You just need to publish one Toll-Free number or Virtual number. When customers are calling on that number, a call will be diverted to agents/departments according to requirements.
This number can be easy to remember and help build brand value. The best thing about this number is, it will be a virtual number. So it cuts down all the trouble which physical number gives.
With a virtual number, customers can call you from anywhere regardless of location without any cost.
- Better customer experience
For any financial institution, Customer experience is the new lead generation process, believes marketing experts around the world.
And if your customer is not getting it, you are missing it. Cloud telephony can take care of customer experience.
Call transfer becomes easy as you can add many extensions according to customer requirements.
So when a customer is calling for complaint cloud telephony makes sure that he/she redirects to the correct departments.
It makes the job easy as agents already know the customer is calling for what purpose and serve them accordingly. If customer issues are solved within the time frame, it is more likely that customer will return to the same business and less likely to switch.
- No Telecom outage.
Financial institutions can’t afford Telecom outage. Old telecom lines are mostly down because of old infrastructure and heavy maintenance.
There is a lot of costs involved with Old EPBX maintenance. Once the numbers goes down, it takes a while for them to get back on track. And due to that customers hear greetings like “lines are busy” or “the number is not reachable”.
When your business is using Cloud telephony there is no downtimes and busy lines.
Technologies like Yako Voice use redundant cloud infrastructure spread across multiple regions to ensure high availability of cloud infrastructure, In case of any sudden outage in a particular region, cloud infrastructure plays an important role in failover management for every Virtual a toll-free number.
- Record, Analyze and Improve
This one industry requires call recording the most. Every financial institution faces a lot of trouble and issues with customer queries and agent responses.
If no history of particular conversation is found then it causes further complications.
In this crucial scenario, cloud telephony can be a savior. It can record all the calls and store it in a smart dashboard. With the integration of iEngage (CRM) it makes cloud telephony more powerful, it makes customer data available on fingertips.
Agents don’t need to remember what the last conversation they had with a customer and who attended that particular call.
Agents can also divide leads into different categories like hot cold and nurturing. It helps business improve complaint management and agent productivity. Monitor and Improve areas for sales and customer service.
- Go global & expand easily.
When thinking about expanding branches to provide services globally, the first thing that comes into action is moving business communication and setting up whole new infrastructure.
It is a long process to get going with new business communication and managing same with customers.
Having cloud telephony saves you from all these hassles. Having one virtual number can save you from spreading lot of numbers for each branch. It requires almost no infrastructure and no maintenance, which is most likely to save a lot of cost. You can take your business communication along and expand with ease without damaging existing customer communication and pockets.
Organizations like Yako voice gives turnkey solutions for Cloud Telephony to businesses of all sizes including startups, government, and big enterprises. Yako voice provides the highest level of data security to customers.
Yako voice is currently providing services to more than 5000 brands in India which includes some big brands like CISCO, Quickr, Axis Securities, ICICI Bank, Ola, Cognizant, ASKLAILA, TATA-BSS, FASTPAY INDIA, Agriplast Tech India Pvt. Ltd, Press 24 News, Craft Financial Advisors Pvt Ltd, Victor Tango Entertainment Pvt Ltd, Classmate Spellbee Season 8,9,10, Epic Research Pvt.Ltd, Vraiqueue and Many more.
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Companies lose Rs. 210 Crore due to not having call management system