A business phone system is the communication tool that sets the tone for your business. As a result, your communication system capabilities can be the difference between good and bad call management and customer experience. 

In other words, missing calls, wasting time on hold or transferring a customer to the wrong department can all have a highly negative impact on your business reputation and revenue. 

Small and mid-sized businesses miss about 62% of calls – 411 Locals. 
As businesses grow, they can lose sight of just how important caller engagement is. Some businesses fall short by missing more than half of their customer calls each year. Considering 50% of sales goes to the business that responds first and 92% of customers use call as their main method of business communication (Brevet) – that’s a lot of lost revenue yearly! 

So, now that managing your business calls has suddenly gone up the priority list, what can help you accomplish this?

The Blueface, A Comcast Business Company UC Console makes call management simple and seamless. In particular, offering company wide visibility, a frictionless customer experience and real-time availability. Let’s explore just how this intuitive communication tool can help your business handle calls like a pro.

Real-Time Remote Management 

Managing your business communications across a mobile workforce in several locations can seem daunting. As a first step, keeping your teams connected and reachable under one communications platform is key. Likewise, having the right phone system to operate teams effectively, no matter where they are located.  

Device Management allows remote workers to switch their dedicated line from office to softphone or vice versa in a matter of seconds. The device management tool provides a clear view of the phone line connected to each user, with a simple click to change feature. 

Equally important when overseeing remote communications, Audit Logger on the UC Console delivers a real-time activity log. This feature showcases every action on the UC platform – including incoming, rejected and missed call data, as well as user actions and updates. All this data is time-stamped and dated for reliable information. 

Clear Communication and Visibility 

They say, it’s what’s on the inside that counts and this rings true for business communications. If you want to improve the customer experience it must start from the inside out. 

Depending on the size of your business, a busy sales or support team can receive 100s of calls a day. Therefore, the ability to view and route these calls through a live portal is a game-changer. 

43% of customers named being passed from agent to agent during a SINGLE interaction as the second most frustrating aspect of customer service experience. – Userlike
Blueface UC Console’s staff Status Indicator allows you to see who is on a call, free to speak, or currently offline. This level of visibility can impact your team’s overall productivity, and most importantly ensure customers are passed on to the correct member of staff and department. 

Enable Console operators and administrators to create a personalised view of their communications through a customisable UC Console view. Add favourites, teams, numbers and information that you need instant access to. 

Customer Journey Efficiency

Step into the customer’s shoes for a moment. You are an eager sales prospect or maybe a long term client who needs an issue resolved fast. No matter what the case, you want a seamless experience and expect your request to be addressed efficiently. 

82% of customers say the number one factor that leads to a great customer service experience is having their issues resolved quickly. – PWC
The UC Console offers all the call management tools you need, in one, easy to use interface. Effortlessly route calls through a drag and drop feature, with click to call, hold, hang up or transfer calls. Additionally, you have the ability to intercept and park calls depending on your permission level on the UC Console. As a result, the customer journey is resourceful and agile. 

No matter what type of business you are operating, how you handle calls and customer queries matters. Getting calls through to the right person, in a timely fashion is easier when you have a highly visible and real-time system to do so.

If you want to learn more about Blueface’s UC Console and VoIP phone system, reach out to our team of experts today.