You may have asked yourself before: a great caller experience is valuable, but how do I actually achieve it?
We find advanced call routing to have all the answers. But what is it? Read on for a play-by-play of advanced call routing and how to use it to benefit your business.
Advanced call routing uses data your customers provide when they call your business, usually via an IVR system. Call routing systems used to be really hard to navigate, hardware intensive, and downright annoying. Today, they’re application-based and unbelievably easy to use.
“After setting your criteria for directed call routing, you’ll then have the option of deciding how you want calls routed. Different options suit different working environments,” writes G12 Communications about advanced call routing.
Call routing is an important part of any multichannel customer support strategy. Every business need call forwarding – and that’s even more true for businesses with multiple departments, locations, and employees.
Reducing customer frustration levels – and quickly – is one of the best methods of converting them to your business.
How does advanced call routing work?
Advanced call routing means that business calls are automatically answered and sent to particular employees based on the rules you pre-set. The rules can be based on both customer or agent behavior and can include the reason for the customer’s call or amount of time an agent has gone without speaking to a caller.
For example, if each of your brand’s agents specializes in one particular part of your business, prospective customers can be transferred to the exact person they need to speak to. A caller to an insurance company who is interested in a particular medical plan, for example, would be routed to an agent qualified to speak about that type of insurance.
Advanced call routing lets the system administrator instantly connect the caller to a specific phone line or extension – without needing toput them on hold. The right person is always reached, without the caller needing a million individual numbers.
The perks of advanced call routing
- Drastically improve customer service since the best person for the job takes the call
- Reduce hold times
- Limit calls outside business hours
- Forward calls to someone else when the first party isn’t available
- Let customers connect in their time zone/location
- Reconnect callers with people they’ve already spoken with
- Prospective clients connect directly with the appropriate department
- Increase conversion rates
- Improve the overall customer experience
- Reduce wait times, missed calls, and voicemails
- Higher employee productivity
Issues with purchases or anything else are easily resolved – without hurdles – inevitably increasing company revenues.
Reduces waits, hang-ups, and missed calls
Call abandonment is a really undesirable business outcome. Advanced call routing resolves this easily because calls can be routed or ring on multiple phones simultaneously. Therefore, wait times are reduced and the caller is connected to someone at your organization.
Shorter wait times mean lower chances of abandonment, faster response times, and higher customer satisfaction ratings.
You can also forward calls that come in outside of business hours to employees in other locations. Customers still get the support they’re looking for – and your employees can work normal business hours. This also improves employee productivity by reducing wasted time from employees answering or forwarding calls never meant for them.
Global reach
Your global customers want to feel at home, too. Whether or not they feel that way makes a huge difference to bottom lines – there’s no arguing that.
International call forwarding means that incoming calls can be forwarded across locations – with no need to worry about international calling fees. Calls can also be routed to multiple locations, if needed.
Voicemail and self-service options
In the event employees are busy, callers may be offered voicemail or self-service options. When the agent is available again, they can call the customer back.
Pre-recorded messages can also let callers know they can submit a ticket or where to check out your support guide. In some instances, they may not need to connect with a representative anymore at all – saving your business both time and money.
Custom greetings
Inform your customers about your new services and what you have been up to. You can set up individual greetings for specific customers or groups of customers by the number they call from. Many companies have found this human touch has made a huge difference in the way their customers see them.
How Fonex works
Fonex is cloud-based phone and communication system that doesn’t require hardwired installation or maintenance, and can be purchased with no up-front payments or contracts. Your system will be set up and ready to go in about five minutes. Once installed, you’ll be able to start making and receiving calls immediately.
You can make an unlimited number of domestic calls at no additional charge. Personalize with a unique automated message, on-hold music, and a list of extensions to your various departments. Calls will never be dropped while someone is still on the line.
When someone calls your number, they’ll be directed to your directory via your automated messenger. From there, you can accept the call or let it to go to voicemail. Your phone system can be integrated with your smartphone – so you can answer calls and check your voicemails on the go.
The only thing that’s required of you is that you direct where to forward every call – that’s it. Then, just sit back and let your calls come in or make a few yourself. It’s all up to you.
The steps
Step 1: Get your toll-free number: Choose between a toll-free number and local number from whatever city or cities you’re in.
Step 2: Set up your welcome message: Now that you have your phone number, it’s time to create an automated welcome message that picks up whenever someone calls.
Step 3: Call routing: Does your business contain many departments? Set up various extensions to route callers to the appropriate departments.
Step 4: On-the-go network: Stay connected to your network no matter where you are in the world. In layman’s terms: answer business calls, check voicemails, and fax documents on the go.
A few things to keep in mind once your phone system is ready:
- Your phone system must be connected to the internet
- Choose the number of extensions you want
- Create a personalized voicemail (optional)
- Create a personalized greeting (optional)
Learn more today!
Ready to start your journey to advanced call routing? Fonex, leading supplier of carrier-class telecommunications equipment, is your one-stop shop for all your communication needs. Challenged by the explosive demand for bandwidth, need to differentiate service offerings, and transitioning to a virtual network, FONEX understands the worries and uneasiness service providers are experiencing. Whether rates and packages or features and benefits, we have what you need. Contact us today.