So to begin with what is call management?
Systems that you set in place to sort calls that arrive into your business and deals with them in a way set out by you is the meaning of call management. The variety of ways your phone calls can be dealt with are huge but here is a selection of market standard systems.
Web management – what this lets you do is log into a computer anywhere on the planet and read, change, listen to and redirect the phone calls that are coming into your business. Brilliant if you move around a great deal and have to be kept up to date with the most recent happenings within your business.
A Time/Date plan – allows you to organise how your telephone handles calls at certain points of the day. For example routing calls to the workplace from 9am to 5 pm, your mobile phone from 5pm to 7pm and then voicemail from 7pm till 9am the next morning. You can arrange this for whatever time you need and can be a client saver if used in the right way.
Call divert – Most memorable numbers 0800, 03, 0845 etc will allow you to direct incoming phone calls to that number or any other number which makes sure you never have to not get a phone call whatever the circumstances. Can be very helpful particularly as part of a business continuity plan all of your equipment may have gone into temporary storage but you can still receive your calls and direct it to new site accommodation until you have the disaster sorted out.
Voicemail to email – makes sure that if it is of utmost necessity you get calls that arrive into the business that you can go into any internet café any where in the world and hear your phone calls. Don’t forget though that if you are in a different country and have just looked at your mail that ringing a client up direct may cost a lot.
Welcome message – A welcome message is just what it says on the jar letting the person ringing know they have got in touch with the right number and getting across your professionalism. First impressions are important in any organisation.
Call Queue – “We apologise the person you have called Is busy you are number 20 in the queue”, not the message you want to hear but allows you to make a decision that the person you are ringing is busy and that you can either hold the line or leave a voicemail. This kind of system can help sort urgent and less urgent calls and also gives you access to a captive audience when it comes to marketing.
Caller options – The sort of phone system that is automated but puts the caller in charge, “press 1 for services, 2 for juggling department” etc. Every option can be broken down into varying options enabling the customer to get through to exactly who they need.
Hunt group – A hunt group is really helpful as it lets you direct calls to different people that could answer the types of enquiries that would be arriving in on that line. Very helpful if you have a large team and require specific people to answer calls, will direct to number 1, then number 2, then mobile 3, then voicemail. Helps make sure that clients don’t get sent to the wrong people and get pushed around from pillar to post.
Geographic call routing – This is a handy little system for people that do their job within a network of branches or franchises across the country as It will direct to the branch nearest to the person that is dialing.
As with any systems ensure you have a specific idea what you need to receive from your call management, in that way you don’t spend more than you need to. Most companies are pleased to talk about your requirements and get to what you want. Sit down and write out what your business will require before you pay out, call management is brilliant if used in the right way get as much advise as you can, hopefully this has been of benefit.
Call Management lets you look after your clients phone calls in a way that they desire.
