If you’re finding yourself busier than ever, you’re not alone. Businesses everywhere are feeling the strain of a combination of different factors: economic uncertainty, the struggle to find staff, and a looming recession — the list goes on. The need to grow is breathing down your neck, but it’s hard to just tread water.
When you feel like that, the idea of trying something new not only feels impossible, it often is impossible. You’re too busy, too strapped for time during the day to learn and implement something new to your processes.
We hear you — that’s often the case. But believe us when we say that, especially when it comes to calls with your customers and leads, the effort you put in at the beginning will play out in your favor in the long run.
If you don’t have a softphone, part of your daily stress likely revolves around missing calls, forgetting to record calls, too many calls for your workforce to handle, and so on. Ring any bells? What if there was an easier way to handle all of that? You can catch or return every call, balance out your team’s workload, automatically record inbound and outbound calls and much more. Achieving all this just requires you to try something new: a softphone through Lead Center.
Trying out Lead Center and softphones during your busy season is actually the best time to do so. Let’s talk about why.
Reason 1: Properly manage schedules for peak volume
One of the best features of Lead Center is its ability to help you understand your call volume over time. You can measure your call metrics by hour, day, and any custom time period. Sometimes, your busiest seasons won’t even feel that busy, and that’s where call metrics come in handy. Once you’ve used softphones for a while, you’ll be able to predict busy seasons and increase staffing appropriately based on historical patterns.
So if your business is really busy, you’ll be able to determine your optimal staffing strategy: How few or how many agents do you need in a given time period to take and make calls? While before you were guessing in the dark, now you’ll know for sure what you need.
Reason 2: Enable team members to work on-the-go with confidence, even during your busiest seasons
Unfortunately, busy business seasons don’t respect people’s personal lives. Life doesn’t slow down when the business needs workers more than ever.
Juggling a stressful work environment with a chaotic personal situation makes people feel caught in between the two: not necessarily present for either, with the possibility of missing some details in both. Maybe your team desperately needs to work from home or on-the-go, but without a softphone, they’re forced to choose work or family.
With the Lead Center softphone, each of your team members has access to detailed interaction timelines for every agent and every prospect or customer interaction, ensuring everyone is always looped in, all the time. If one of your team members asks for someone to fill in for them in a call and they want to make sure that actually happened, they can do that easily.
Plus, with the Lead Center mobile app, your reps are able to both manage their work-life balance and stay on top of communication interactions while working outside the office. If needed, the app allows reps to set themselves as unavailable to take care of life’s unexpected events – like doctor’s appointments, emergency room visits, and so on.
On the other hand, if reps want to get work done on-the-go, like when they’re waiting in the lobby but they didn’t bring their laptop, the Lead Center mobile app lets them take calls and manage tasks conveniently from their cell phone.
Reason 3: Get better insight into your team’s performance — and where you need to clear some dust
There’s a difference between performing a lot and performing well. Logging 100 calls in a day means nothing if they were all terrible experiences for your customers and leads, right? But with the way you’re running things now, there’s no real way to find out how your team is performing or not without monitoring them individually or getting feedback from a customer.
When you upgrade your Lead Center plan to include Conversation Intelligence, you receive automatic transcriptions with call highlights. You can skip to the important points in the conversation by clicking on the recording’s waveform, or read the entire call transcript.
With this new insight, you’ll know which agents delight customers and follow talk tracks — and which ones have subpar conversations and need a bit more training and coaching. Since Lead Center provides call recordings for both inbound and outbound calls, you’re equipped to support your team and your business at every touchpoint.
Reason 4: Improve your business’ marketing productivity in every direction
Your business is busier than ever and you’re looking for any time saver you can possibly find. With Lead Center, you can integrate with your CRM and marketing automation tools to create those efficiencies wherever you can.
Automatically create leads, generate performance reports, log activity and interactions — you can effectively get Lead Center to do all that pesky paperwork and follow up for you.
Are you really too busy?
If you still feel too busy, we get it — but we’re here to help make it easy and give you and your team time to do the work you love. We promise it’s worth it.
Put this to the test today by putting one of your reps in Lead Center and track their activity for 14 days, all for free. You might just find they outperform other agents, and you’ll have much better insight into how they’re spending their days.
