Call Management

 

Call Management is the process where inbound calls are governed by rules in terms of agent handling and routing.

Call management rules range from simple identification of the inbound caller telephone number to trigger the opening of a contact record through to a multiple choice extension system to enable the call to be routed through to the right department.
The scope and depth of call management systems typically are defined based on organisation size and needs. These can range from telephone preference service screening through to routing the calls to another continent and example being companies who have outsourced call functions to India.
 

 
There are some compelling advantages for any organisation that wishes to implement call management facilities within their business. We have listed out some of these advantages below to help guide your decision.
  • Enhanced Customer Service
Using a call management service allows your organisation to route calls to appropriate departments and link caller numbers to contact records.
  • Hunt Groups
Hunt groups are simply a division within a business. An example being sales teams that receive inbound customer calls but want to ensure that in the event of an agent being busy everyone within this sales group receives the call until it is answered.
  • Call Forwarding
Many organisations today work around the clock. Sometimes it is not practical to retain staff during these hours. Call forwarding allows you to route your calls through to an offshore or answering service.
  • Cloud based
Using a cloud computing model to perform your call management functions allows your organisation to reap the benefits of flexible billing, instant deployment and access to cost-effective management of calls.
  • Disaster Recovery
In the event of a loss of service at one of your offices a simple configuration change will allow you to route your calls to any other office or device ensuring business continuity.
 
  • Integration with customer systems
Today call centres and companies using call management software have deployed customer relationship management (CRM) software to manage all aspects of customer interaction.  Call management software has evolved to allow for tight integration with customer systems, an example being  routing a call to customer service using the CRM options available.
 

With any technology deployment there are things to keep in mind and consider. We have listed out potential pitfalls to consider when deploying a call management service.
 
  • Suitability of Existing Hardware
Do your IP Phones and systems support all the features of your potential partners call management platform? Always check compatibility of systems before subscribing to a service.
  • Internet access
If you’re using a cloud computing based model for call management always check you have sufficient bandwidth for your concurrent users.
  • Provider Lock-In
When selecting a provider always investigate whether that decision will cause your call management technology to be locked in to the vendor’s platform. Ask your provider about their platform what standards are used and how much of their system is proprietary technology.
  • Service Level-Agreements
What is the providers stated support policy and what is the policy scope in terms of demarcation of responsibility? Always check the terms and conditions of support before subscribing to any call management service.
 

At Compare the Cloud, we’re here to help you get started and to identify suitable technology partners to help with your deployment. Take a few minutes to tell us about your company in our Cloud Comparison Tool, and we’ll present you with some informed options – and help you take full advantage of Cloud Computing and selecting a call management provider.

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