It is important that your business makes a good impression, and quite often that is when a client contacts you via phone. How they are dealt with can go a long way to ensuring they remain a client. Businesses that deal with a high volume of calls need to look strategically at how all of those calls are managed. That is where call management system comes into play.
It is an integral part of business phone systems and ensures the people calling are directed to the appropriate person or information. Think of call centres or corporations where you can ring up to make a credit card payment – without Call Management system they couldn’t function.
What is Call Management System?
In a nutshell, Call Management is a system that routs calls through telephone systems using a system of parameters and rules. It helps to present your business in a professional manner and also increases efficiency through the use of technology. It can involve “real” people, such as a receptionist, or automated functions that can be operated via voice commands or by using the numbers on a phone keypad.
Call Management can have many different aspects to it – businesses will differ on their individual requirements so may use all, some or a combination of many.
This is a common telephony tool that provides a first point of contact to help guide callers to their appropriate area. Essentially, it is a voice menu system that allows the caller to choose who they speak to without going through a receptionist. At its heart is a directory of users and extensions – if the caller cannot be directed to the person they are seeking, then auto attendant can provide a voice mailbox so a message can be left. It is an efficient tool that automates and simplifies the way incoming calls are dealt without the need of a “human” receptionist.
As the name suggests, queue manager is an application that manages inbound callers who need to wait. While being left on hold for a period of time can be frustrating, good queue management systems will go a long way to improving caller retention.
Quality queue managers should keep callers informed and entertained without being interruptive and monotonous. Queue management systems can contain several features, such as on hold music; information on how the caller is progressing in the queue; messages that thank the caller for holding and ensuring them they will be dealt with as soon as possible (known as “pacifiers”); and on hold promotions.
Other Call Management Features
While queue management and auto attendant are the two main features of call management systems, there are others that can benefit specific businesses. Many quality providers offer reception solutions which give one receptionist the ability to monitor and transfer calls around an entire network, regardless of whether they are in one building or in branches spread around the world.
There are also Hunt Groups, which is a directory of extensions which are rung in order when an incoming call is received. There is also location-based routing, which will direct a call to a specific number depending on the caller’s location. As you can see, there are many options and benefits for all types of business that can make it run more efficiently and provide customers with a good first impression.