Whitelisting is a vital feature for key clients, other branches of your business and irate customers as it allows them to skip menus and get through straight away, streamlining call handling.

Calling utilities or key services can often be an experiment in patience, particularly when you have a small issue that can be easily resolved without hearing your entire account details. Banks, for example, will often have long menu reads to boost call handling times – a famous one is the slow balance details – your… account… has… zero… euro… and… zero… cents…

Whitelisting Key Clients and Partners

Key clients may not have their account manager DDi (direct dial-in / phone number) to hand and will need their calls routed by a person from time to time. Be sure to put your regular callers, particularly partners and their broader business into the Whitelist priority queue.

Customers on the Edge

Even in slow periods, wait times for customer care can be quite long. This is due to slow menu reads or confusing options and lack of whitelisting. This is particularly true when a ticket is being handled by multiple departments – let’s say Sales and Support. 

Repeated menu reads and inefficient call handling can be deeply frustrating. In the event that the person is cut off in the middle of explaining their issue, the situation can spiral quickly.

If you have a particularly valuable business customer or multiple stakeholders in your product, not everyone will have the account manager’s number. Temporary whitelisting can vastly improve customer experience. This way, if no one can take a call, you can fall back on Music on Hold. 

Other Branches

Typically, you would manage this through on-net calling (Blueface offers global on-net calling from IP phones and Softphones). However, not everyone who joins a new business will understand the ins and outs of a business phone system and four-digit dialling. 

Be sure to whitelist any number from your broader employee directory. This will benefit other branches with urgent request that can be better handled by a staff member.

Campaign Number Lines using Whitelisting

This isn’t so much a whitelist as it is advice. If you’re doing campaign numbers, we would recommend avoiding menu reads, treat it like a website landing page. However, using Music on Hold can help the customer understand the next steps if the line is busy.

Whitelist Summary

Blueface, A Comcast Business Company business communications allows you to set whitelists in real-time. So, as soon as the heat is on, you can turn down the pressure. Blueface’s Callflow Designer helps you click and drag whitelist clients into your call strategies and give them a clear line through in minutes.