How a business manages its calls can say a lot to customers and clients. Waiting on hold, speaking to the wrong department and missed calls come at a cost.
60% of consumers choose to call local businesses after finding them on Google. – Numa.com
Phone calls remain a preferred method of communication. However, nine out of ten that do call are frustrated with the service they receive.
This blog will explore how a VoIP call management system helps inbound calls. We will also explore some of the top business calling features and benefits.
What is a Call Management System?
A call management system is a product or software that helps businesses oversee and control inbound and outbound calls. The software includes features like routing, automation and predetermined calling rules.
How Does VoIP Help Manage Calls?
Various VoIP call management features can empower your business calling strategy. VoIP stands for Voice over Internet Protocol. Simply put, VoIP phone calls work over an internet connection.
So, there is no need for old copper wires.
So how does a VoIP solution help improve business call management? VoIP comes with several advantageous features.
Calls route through a set of call flows. Call flows are designed by a business to ensure callers connect to the right people. Additionally, an IVR can automate customer support. Call reporting and call recording offer invaluable business data.
Traditional analogue phones offer very little call management. With a standard telephone, a business has to route calls manually. This can often lead to high call queuing and call hold times.
4 VoIP Services and Features for Call Management
Each business is very different in the type of calls they make and receive.
Small businesses need clever call routing to drive revenue. Large companies may use a visual platform to control all phones in one handy platform. That said, four key cloud features drive success in business call management.
- Call Routing / Call Flow
Let’s start with the most beneficial communication tool of all. Call routing or call flows is the setup of phone system rules. Call routing sets calls into predetermined queues.
These calls route to a desired phone number or department. It all depends on the call routing rules.
Call routing can work with several factors or rules. Rules can include time of day, call volumes and agent availability. When done right, call routing can reduce customer hold times. It helps busy teams manage multiple phone lines (MLTS), departments, locations and more.
- IVR / Auto Attendant
IVR stands for Interactive Voice Response. It can also be called Auto Attendant. In simple terms, it is another form of automated call routing.
IVR routes calls based on a customer’s response to a prerecorded list or message. Here is an example:
Callers can use either touch-tone or voice recognition to make their selection. This selection could bring them to another set of options or their selected department or location, for example.
40% of consumers now prefer self-service over human contact. – SuperOffice AS
IVR is not just a time saver; it also saves on cost. It gets callers to the right people faster while providing a cost-effective solution compared to hiring more staff.
- Call Reporting and Recording
Knowledge is power when it comes to managing communications.
Therefore, gathering data from your calls is vital. But how can this be done with your business phone system?
Sure, we’ve all heard of call recording, but how can this help call management? Call Recording captures customer and employee information. Listening back on phone calls helps you manage team performance and customer calls.
Call reporting is another feature packed with calling data. Reports allow you to discover call trends like:
- High Call Volume Times
- Busy Departments
- Agent Call Times
- Missed Calls
- Number of Transfers
Calling insights allow businesses to make better call routing decisions while boosting their team’s performance.
- UC Console / Switchboard
A cloud PBX switchboard gives you real-time oversight on all your incoming and outgoing calls. This visual dashboard makes management a lot easier.
Real-time insights show who is on a call and who is available to take a call. Insights help speed up answer times and help busy admin transfer calls to free employees. Manage calls with a simple click to call, transfer and intercept. All this boosts your customer satisfaction rate.
Call Management System Business Benefits
Introducing a VoIP phone management system can make business communication better. Not to mention the following benefits:
Better Employee Productivity
Ensuring clever routing manages calls with helpful UCaaS features means your team can be more efficient.
At one financial institution, more than ten million customer requests are fulfilled by IVR every year. Around 50 per cent of the total call volume that the institution receives. – McKinsey
Let’s take a global telecoms company. The team works through high call volumes daily. This business has many departments that include sales, support and marketing. To help manage this call volume, they deploy IVR and call routing. Firstly, callers are sorted depending on their location choice and the department needed. Automation leads to fewer transfers, less wasted calls and more time for your staff.
Higher Customer Service
Unified Communications provides better call control. UCaaS, in turn, leads to a first-class customer experience. Call routing, analytics and recording are all vital tools for understanding the customers’ needs.
60% of customers feel that long holding and wait times are the most frustrating parts of a service experience. – Zendesk
You run a busy call centre business. With 100s of agents working in a hybrid model it can be hard to track each call and worker. Thankfully, team managers are using a call management console. Managers can see real-time updates of who is on calls, click to transfers and incept with ease. Call recording and reporting help with call management and offer better customer insights with data. It improves the overall calling experience.
Manage Your Calls with Blueface VoIP Features
The benefits are clear. Managing calls aids better workers and keeps your customers happy!
When choosing a call management system, you want to feel confident in your provider. Blueface offers an all-in-one business phone system that promotes expert call control.
Our solutions deliver reliable call recording and in-depth reporting. While our user-friendly call routing can be personalised to suit any business size or sector.
Blueface, a Comcast Business Company can support your business goals and phone service. You may be a small business looking to cut missed calls or save on hiring with IVR. Or maybe your team are missing too many cash calls. Whatever the case, a Blueface cloud phone system can offer a solution to your communication needs.