Indeed, every second on a call matters when you are involved in customer-facing teams. While long call durations lead to overloaded agents, unhappy customers, and fewer resolved issues, shorter and well-managed calls can result in increased efficiency, quicker resolutions, and happier customers.
However, not all businesses know the secret of practicing such efficient calls. Well, the key lies in adopting telephony for Salesforce that streamlines call workflow, empowers agents with real-time insights, and reduces manual tasks. Here is more within the guide that you must learn about the solution.
What is Salesforce Telephony Integration?
Salesforce telephony integration enables your phone system to work within Salesforce. It equips agents with advanced tools and technologies, using which they can handle calls swiftly without even worrying about the weight of redundant tasks.
Moreover, it eliminates callers from switching to multiple screens, searching for records, and entering call notes manually, as everything, from customer info to all updated records, is found in one place—Salesforce.
Having the power of CTI, users can easily automate and streamline all call-related tasks, thus reducing their call handling time like never before. Consider reading this guide entirely to learn more.
How Salesforce CTI Helps Reduce Call Handling Time
Now, let’s just move in and learn in detail about how Salesforce CTI can help eliminate call handling time within the guide.
- Instant Screen Pop-Ups: Know Who’s Calling Before You Answer
Doesn’t it feel like a dream to know the caller before you answer their calls? Well, that’s what telephony for Salesforce brings to us—not just a caller’s name but a complete detail about him/her. Like:
- Their name
- Address
- Preferences
- Demographics
- Past Interaction
Having those details in front helps agents identify the reasons for calls, thus letting them provide personalized services to their callers, while reducing the call handling time in a smarter way.
- Click-to-Dial for Faster Outbound Calls
Click to call allows you and your customers to start a call while hitting a button or a link. While eliminating the need to manually dial a phone number, it routes calls through your system or phone app.
For a customer-facing context, click-to-call is very useful as it lets you add a call button to your pay-per-click ads (PPC), web pages, map listings, and anywhere you want to get contacted by customers. The best thing about click-to-calls is that they look like a phone icon hyperlink that lets customers stay in touch with just a single click, thus increasing inbound phone calls. And guess what? Increased inbound phone calls lead to faster outbound calls.
- Automatic Call Logging
As the name suggests, automatic call logging auto-saves calls on its own without any manual efforts, thus reducing the administrative burden, saving time, and enabling the team to put their entire energy and focus on core selling tasks that ultimately lead to revenue.
Moreover, accurate and consistent logged call data not just minimizes human errors but also results in such reporting and analysis that everyone can rely on. Besides, immediate access to transcripts, call data, and notes gives the sales team the required time to respond quickly to customer queries. The best part? As Salesforce CTI data is compliant with GDPR and SOC 2 Type II, the organization can assure that call data is secure and safe.
- Faster Call Transfers and Conference Calls
Telephony for Salesforce allows agents to transfer calls directly within Salesforce with a few taps. This streamlined transfer process not just minimizes the time spent on each call forward but also allows agents to handle more calls with ease. Besides leveraging intelligent call routing, Salesforce CTI routes the calls automatically to the appropriate department and agent based on predefined roles.
What else? With CTI, it becomes easier to add participants to a conference call and thereby promotes collaboration among agents and subject matter experts to come to an immediate resolution, and happier customers. In the end, this translates into a more positive experience for customers and reduced operational costs.
- Live Dashboards and Call Queue Monitoring
In today’s fast-paced world, visibility becomes everything, as when managers don’t have a clear understanding of what’s happening on the floor, things can quickly spiral with calls piling up, service quality drops, and wait times increase. That’s why Salesforce CTI has become relevant—it offers a real-time dashboard for supervisors to view call duration, active calls, daily call volumes, agent status, etc.
When it comes to call queue monitoring, this gives a live view from the call queues to depict how many callers are waiting, how long each has been waiting, and which agents are able to take the next call. This monitoring assists the supervisors in prioritizing some calls and almost ensures that customers are kept from waiting too long. In the end, there will be constructive shift planning, greater efficiency in overall operations, and intelligent training.
- Better First Call Resolution
Do you know what the most important metric in First Call Resolution (FCR) is? Well, it’s the ability to solve a customer’s issue in a single call, eliminating the need for follow-ups and escalating. Well, that makes it the key factor in agent productivity, customer satisfaction, and overall service quality.
But how do agents ensure better first call resolution? Well, it’s all due to the Salesforce CTI. It allows agents to update case details live, access guided scripts, trigger workflows, etc., during live calls. Moreover, these agents get a screen pop-up too, providing the caller’s full history like recent purchases, notes from other agents, and open support cases. This not only eliminates delays in taking action but also reduces the need for customers to call back.
To Sum it Up!
As the post highlighted why Salesforce telephony integration is important in reducing call handling time, it’s time to connect with the right people who will help you amalgamate Salesforce and CTI together for better customer satisfaction, faster resolutions, and streamlined workflow.
However, in the world of everyone claiming to be the best, how do you find the best one? Don’t worry-our experts, armed with years of vigorous hands-on experience and proven success credentials, build high-performance Salesforce CTI solutions tailored to your needs.
Consider getting in touch with them to make communication simple, enhance customer experience, and increase agent productivity like never before.