When I worked for a start-up back in the UK, one of the things that I thought was inspired was that the Marketing team sat right in the heart of the action – in the middle of the call centre. Being located here meant that we always knew what was going on with customers. And talk about understanding the impact of marketing. We knew instantly when customers starting calling in as the result of a campaign and we knew even more instantly when there was an issue. No hiding behind voicemail, this was about being faced with the realities of the good and the bad of customers everyday.
In this recent blog post from the brilliant Seth Godin there are lots more ideas for treating your inbound calls with the respect they deserve.
P.S: my personal favourite is forwarding all calls to your CEO’s spouse….I reckon that is a pretty quick way to get a result!