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29 May 2024

Call pickup: another step forward for SoHo customers and their service providers

In the second part of our ongoing blog series about business microservices we’ll look at how another simple but sophisticated service from Gintel- call pickup – can help you to convert business consumers into B2B customers.

As we know from previous blogs on the subject, telcos today frequently overlook opportunities to optimize revenues in the sizeable and potentially lucrative small business market made up of companies ranging from sole traders up to around nine employees. Given how simple it can be to upsell attractive value-added services to that niche, there’s no good reason this should be the case.

In our blog series, we’re looking at one answer to the changing this undesirable status quo; microservices. Last time out we looked at twinning. This time, we’ll investigate another of what we call ‘business microservices’: call pick up.  Call pick up addresses perhaps the most constantly present of all the communications challenges faced by the small businessperson or enterprise - availability.

The small business leader, as we know, is more often than not running his enterprise on his own or with only minimal help and he’s generally doing so using only a consumer account  and consumer-oriented communications services while juggling multiple devices (for instance, a “work” mobile, a “home” mobile, a tablet, a laptop) and sometimes a handful of people to remain accessible by calling parties. If the phone rings, he’s usually limited to responding on the device which was called. Even in a consumer setting, that’s arguably less than ideal; in an enterprise setting (no matter how small), it might be seen as a serious issue that compromises and at times even threatens the business. Read on to find out how.

Picking up (somewhere else)

Why is this the case? Because as we’ll soon see, users that have multiple devices may have good reason not want to answer an incoming call on the handset it arrived on but might instead wish to transfer the call to another – for example, if the battery is running low or if they had originally taken the call on a fixed phone but need to leave the office. Call Pickup will allow them to do this; transfer an active call to a different device, according to their needs and preferences. It is made possible by using a simple command, for instance *11.

Essentially, it's as simple as that. A "call pick-up" service is just a feature that allows users to answer incoming calls directed to one number or device on another within a predefined group. It’s relevant in any situation where multiple devices are present.

Call Pickup for the small business

The advantages of call pickup extend beyond just the scenario outlined above for the sole trader with multiple devices of his own. For the small business with 5-10 employees, they go further.

For example, Group Call Pickup extends the function so that employee’s individual mobiles (often used in SoHo settings) can be grouped together meaning that if a call comes in to any one phone, any individual can pick it up on another. It can also be extended with other options.

For the sole trader or small business that often struggles to juggle the demands of enterprise communications without tailored enterprise services, call pick up can dramatically improve efficiency. It gives those in this market niche an easy way to ensure that calls are answered promptly, even if they’re away from their primary device.

This enhances customer service by reducing wait times, preventing missed calls, and ensuring constant availability. For the small team, call pick up encourages a collaborative environment where team members can assist each other in handling calls where a fully-fledged enterprise telecoms service isn’t available.

Summarising the benefits

Let’s look more closely to summarize the benefits.

  • Improved Call Response Time

With call pickup, calls can be answered faster and more consistently because availability is increased, also meaning fewer calls are missed or dropped (for instance, if the battery is about to run out on one device, simply pick up the call on another).

  • Enhanced customer service/business image

Faster and more consistent responses mean increased customer satisfaction. Continuous support is perceived because you can almost always be reached.

  • Increased efficiency

In the scenario of a roughly 2-5 employee business, team members can cover for each other seamlessly, meaning calls are handled more efficiently. The small business can make better use of its limited human resources.

  • Better business culture

The above leads to a sense of shared responsibility in small company teams, which improves the culture of the business as well as the way it’s managed.

  • A flexible business approach

Call pickup is easy to use, so it’s convenient for users and can readily tailored to support the small business’ specific needs depending on the nature of its regular communications.

  • Cost effective

Call pickup improves communications without needing additional staff or any investment in expensive hardware. At the same time, it reduces the potential for lost business opportunities due to missed calls.

  • Readily scalable

If the small business does grow, call pick up is readily scalable and easily tailored to accommodate its evolving new demands.

In summary, the "call pickup" microservice should be a simple way for operators to deliver an enhanced service to their business consumer customers, for whom it’s an attractive value-add, enhancing call handling efficiency, improving customer service, fostering team collaboration, and providing a flexible, cost-effective way to manage incoming calls.

Talk to Gintel

Gintel helps operators succeed in highly competitive markets, achieving differentiation for their business service portfolio. Our telecommunications heritage, know-how and experience are backed by a track record of delivering successful solutions to Tier 1 operators, MVNOs, ISPs and Systems Integrators.

We enable our customers to stay at the forefront of service innovation in a rapidly moving market, offering agility and flexibility and delivering profit for their business.

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