Inbound Call Handling Solutions

With the eConsole system, it is easy to get to grips with all inbound calls and the

system is powerful enough to allow for some advanced call routing techniques that can reduce the number of customers whose calls are missed or who hang up before they can be dealt with. To help explain the ways in which inbound calls can be managed, it is worth briefly examining a few techniques that are made possible via the eConsole.

If you have several different teams set up to deal with callers from different regions or indeed different nations, you can set up a Caller Routes system that will automatically send through calls from specific locations to the correct team to make sure that the most appropriate staff member is reached in the shortest time. It is also possible to specify inbound calls based on the local area code and then pass that call directly to a staff member or team that deals with the home region of the caller. You can even set up the system so that calls made from mobile numbers or international dialling codes are handled by someone with the means to deal optimally with the requirements of the caller.

If your business is facing technical issues and reduced staff availability, or if there is some important information that you would like to provide to customers before their call is answered, you can set up Custom Announcements to accompany each individual number that you own. This is often used to confirm to the inbound caller that they have made a call to the correct business, introduce new offers and services in which they might be interested, or simply to advise them as to a current situation which may address directly the purpose of their call and thus free up staff who would otherwise have had to deal with another call on a common subject. Custom Announcements can be altered almost instantly and it is just as easy to add a new announcement as it is to delete a superfluous one.

Another important service that can help significantly with the handling of inbound calls is an intelligent system for routing calls through a variety of different numbers, which are collected into Hunt Groups. For example, when a customer makes a call to a business number, the system will automatically attempt to route it through to a variety of numbers loaded into the hunt groups in a customisable, pre-determined sequence. You might put a landline desk number in at level one and then a mobile number in level two, followed by a home number at level three and so on. Inbound callers will be directed in a linear fashion through all the numbers in the group and can then be routed back to the beginning or transferred to a messaging service or alternate queue depending on your preferences.

If you require that your inbound calls are all handled by a voicemail service, you can take advantage of a simple but effective mailbox system which can automatically record messages and then attach them to an email which is received in a nominated inbox. This voice message will take the form of an audio file which can be downloaded and dealt with from a PC with an internet connection, giving still further flexibility as to the ways in which inbound calls are handled.

All of these call management features are available on all number ranges including 0845 numbers and 0844 numbers.

by: Kieron James

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