Why Does Inbound Call Management Matter?
We recently wrote about key requirements for inbound call management platforms, but it’s also worth exploring the value of such solutions from a business perspective. Why do inbound call services matter and what benefits do they offer?
Well, let’s start with the obvious. The purpose of an inbound call management system is to define destinations for enterprise numbers. There are essentially two kinds of numbers – the company main number and individual direct lines. That is, callers can dial a number and reach the company or they can dial a specific individual or group within the organisation.
This means that the solution needs to determine how incoming calls are routed in both cases. If someone calls the company main number, should the call be delivered to a receptionist, an attendant, an IVR or queuing system, or a combination of these? That’s down to the company, but it’s clear that the flexibility to be able to choose how calls are delivered and terminated offers valuable advantages.
The same applies to attempts to reach a specific extension. Should the call be delivered across devices, should it be routed to an alternative if it remains unanswered, and so on? What these choices add up to is the means by which an organisation avoids missing calls.
The inbound call management system maximises the opportunities for the caller to reach someone who can help or answer his or her requirements. In small organisations, this is particularly important. As there are fewer employees, there is more possibility that the designated recipient will be otherwise occupied: implementing an effective inbound call management service helps ensure that organisations don’t miss calls.
Another important benefit is the ability to customise routing to suit calendars, schedules and business hours. The desired destination for a call might be different during the weekend. Similarly, the receptionist or attendant might not be available after office hours. The ability to programme routing to fit into such patterns is simply an extension of the ability to make sure calls reach the right person, but no less important for all that. This flexibility helps companies present the right face to the outside world and is an essential part of the service.
Similarly, many organisations experience fluctuations in inbound calls – perhaps due to marketing programmes and activities, for example. Being able to flexibly manage call routing or change patterns to cope with busy periods is essential.
There are many benefits that inbound call management can offer to organisations of any size. But they all depend on the ability of the service provider to deliver flexibility. Organisations need to be able to configure calling options to suit their business and the lifestyles of their employees. Without such flexibility and options, inbound call management cannot deliver benefits – but with them, it can dramatically increase efficiency, productivity and customer satisfaction.
That’s why service providers trust Gintel. The flexibility of our solutions enables them to offer a wide range of services that can be configured by their users to give them exactly what they want. Organisations enjoy the benefits while the service provider builds a loyal customer base and develops competitive advantage in its market.
Why not talk to us and find out what we can offer and how we can help you do the same?