Enhanced Call Routing - Elevate Your Business Communication
Streamline Your Inbound Calls for Increased Efficiency
Take your business communication to the next level with Enhanced Call Routing. This advanced solution offers a range of features that can help you handle incoming calls more efficiently and provide a superior customer experience. From time-dependent routing to customised overflow sequences, you can ensure that every call is directed to the right person at the right time.
Maximize Customer Satisfaction with Advanced Routing Features
Improve the way your business handles inbound calls with Enhanced Call Routing. With advanced routing features, you can provide better customer experiences, reduce call wait times, and streamline your communication process.
Local Area Manager - Fixed Originated Calls
Local Area Manager (LAM) - Fixed Originated Calls routing is a feature that allows you to manage your inbound calls based on the location of the caller. This feature is particularly useful for businesses with multiple locations, as it enables them to route calls from different areas to the most appropriate local branch.
- Increased Customer Satisfaction: With Local Area Manager - Fixed Originated Calls routing, customers are connected to the nearest branch, reducing wait times and providing a more efficient and personalized experience.
- Improved Call Handling: By routing calls to the nearest branch, businesses can ensure that calls are handled quickly and efficiently by staff who are most familiar with the local area and customer needs.
- Increased Productivity: By streamlining the call handling process, Local Area Manager - Fixed Originated Calls routing can help increase overall productivity and efficiency in the business.
Postcode Manager - Fixed Originated Calls
Postcode Manager - Fixed Originated Calls is a routing feature that allows businesses to manage inbound calls based on the caller’s location, specifically the postcode they are calling from. The feature is useful for businesses with multiple locations, as it allows them to route calls to the nearest or most appropriate branch or agent.
Some benefits of this feature include:
- Improved customer experience: By routing calls to the closest branch or agent, customers receive a more personalized and efficient service, improving their overall experience.
- Increased efficiency: With Postcode Manager - Fixed Originated Calls, calls are automatically directed to the appropriate person, reducing the need for manual call handling and minimizing wait times for customers.
- Increased sales opportunities: By routing calls to the correct branch or agent, businesses can maximize sales opportunities and improve the conversion rate of incoming calls.
Example: Postcode Manager - Fixed Originated Calls A nationwide home improvement company can set up Postcode Manager - Fixed Originated Calls to route calls from a specific postcode to the branch closest to the caller. This ensures that customers receive the fastest and most efficient service possible, improving the customer experience and increasing the chances of a sale.
Silver Service
Silver Service routing refers to a type of call routing that provides a premium level of customer service to a specific group of customers. The primary benefits of this type of routing are as follows:
Improved Customer Experience: Silver Service routing ensures that customers receive a high level of service, which can improve customer satisfaction and lead to increased customer loyalty.
Increased Sales: By providing a premium level of service to high-value customers, businesses can increase sales and generate more revenue.
Better Resource Utilisation: Silver Service routing can help businesses make the most of their resources by routing calls to the most qualified and experienced representatives, which can lead to increased productivity and reduced costs.
Network IVR
Network IVR, or Interactive Voice Response, is a telephone system that allows callers to interact with a company’s pre-recorded voice menu using their telephone keypad. The benefits of using Network IVR include:
- Improved call efficiency: Network IVR allows callers to reach the right department or individual quickly, reducing wait times and improving overall call efficiency.
- Enhanced call handling: Network IVR provides callers with a self-service option, reducing the workload for live operators and improving call handling.
- Increased customer satisfaction: Network IVR allows callers to access information or make selections at any time, improving the overall customer experience and increasing satisfaction.
Example: A large retail chain uses Network IVR to allow customers to place orders, track deliveries, and access product information through an automated system. This improves call efficiency, enhances call handling, and increases customer satisfaction by providing quick and easy access to information.
Disaster Recovery
Disaster Recovery routing refers to a call routing plan that is implemented in the event of an unforeseen disaster, such as a natural disaster, power outage, or any other situation that could disrupt normal business operations. The purpose of Disaster Recovery routing is to ensure that critical calls can still be received and redirected to alternative locations or systems, even in the case of a major disaster.
Some benefits of Disaster Recovery routing are:
Business Continuity: The routing plan ensures that business operations can continue, even in the face of a disaster, by redirecting calls to alternative locations.
Minimize Downtime: Disaster Recovery routing helps to minimize downtime and maintain business continuity, which is critical for many organizations.
Reduced Costs: Disaster Recovery routing can help to reduce costs associated with downtime and lost business, as well as the cost of restoring normal business operations.
Example: A law firm is located in a city that is prone to hurricanes and tropical storms. The firm implements a Disaster Recovery routing plan to redirect calls to an alternative location in the event of a storm. In the event of a disaster, calls are redirected to a call center in a different city where they can be answered by trained personnel, ensuring that the firm can continue to provide critical services to its clients, even in the face of a disaster.
Cencus Collection Districts (CCD) Manager - Fixed Originated Calls
Census Collection Districts (CCD) Manager for Fixed Originated Calls is a feature in telecommunication services that allows businesses to route incoming calls based on the location of the call originator. The routing is determined by the census collection district (CCD) of the caller’s area.
- Improved Customer Service: By routing calls based on the caller’s location, businesses can ensure that calls are directed to the most appropriate agent or department. This can improve customer satisfaction and reduce wait times.
- Increased Efficiency: CCD Manager can help businesses streamline their call handling processes by directing calls to the right place the first time. This can reduce the need for call transfers and increase overall efficiency.
- Better Data Insights: With CCD Manager, businesses can track and analyze call data based on the location of the caller. This can provide valuable insights into customer behavior and help businesses make informed decisions about their operations.
Example: A retail chain with multiple stores in different locations can use CCD Manager to route calls from customers in each store’s local area to the store’s customer service team. This ensures that customers are able to speak to someone who is familiar with their local store and can provide the most relevant information and assistance.
Think Pickle Contact Options
Think Pickle Contact Options is a type of call routing service that provides businesses with a flexible and customizable solution for managing incoming calls. The benefits of Pickle Contact Options include:
Increased Efficiency: By routing calls to the most appropriate department, employees can handle customer inquiries and support requests more quickly, leading to increased productivity and reduced wait times for callers.
Improved Customer Satisfaction: With Pickle Contact Options, businesses can ensure that customers always reach the right person for their needs, leading to improved satisfaction and reduced frustration.
Better Call Management: With the ability to route calls based on time of day, day of week, and other factors, businesses can better manage incoming call volume and ensure that employees are never overwhelmed with too many calls at once.
Example: A small law firm can use Pickle Contact Options to route calls to different departments based on the caller’s needs. During business hours, calls can be directed to the receptionist, while after-hours calls can be automatically routed to a voicemail box. On weekends, calls can be forwarded to a designated on-call attorney for emergency situations.