At call centers, the issue of overflow and waiting calls is a challenge. Waiting calls occur when customers are kept waiting because they cannot answer calls using automated voice guidance. Overflow calls result in lost opportunities, and waiting calls are stressful for customers, so it is an issue that needs to be resolved.
However, increasing the number of operators to deal with overflow and waiting calls will increase labor costs. When inquiries list to data increase due to a campaign or other reason, it is often difficult to temporarily increase the number of operators.
Why SMS can be used in call center operations
Introducing SMS is an effective way to solve the problems of call center operations. By using SMS, you can directly approach customers by methods other than telephone. SMS has many advantages over telephone, so it is worth introducing.
Here we will explain the specific reasons why SMS can be useful in solving call center problems.
The delivery rate and open rate are high, so you can get noticed right away.
SMS is characterized by its high delivery and open rates. The delivery rate of SMS is over 98%, and the open rate is over 80%. Even we’ve all seen pop-ups on websites if someone doesn’t answer the phone, there is a high chance that they will see your SMS, so you increase the chances of connecting with your customers. In addition, since many people have notifications set on their smartphones, another advantage is that when you send an SMS, the recipient will notice it right away.
SMS is a service that allows communication via mobile phone numbers. If you know a customer’s mobile phone number, you b2b phone list can send them SMS. With the spread of MNP (number portability), we are now in the era of one number per person.
