Inbound Call Management - Real-time intelligent call monitoring and routing
The key to any business growth are customers. Whether they are customers you are trying to acquire or ones you already have and want to retain, being able to effectively manage their interaction is critical to the success of every organisation. Each failure to resolve a customer contact means a discontented customer which may imply lost revenue. More importantly, all of this can happen before the call is answered leaving no trace of lost opportunity.
Incoming calls can be challenging to manage, requiring a rapid response to changing business conditions - you can't afford to have calls unanswered, cut off or directed to the wrong person. However, many organisations are offered solutions by their network carrier that are costly and/or inflexible.
The latest Call Management solutions provided via web portals, allow an organisation to securely manage their incoming calls instantly over the web without the need to install or manage any expensive hardware or software. They can help you efficiently and cost-effectively manage all your incoming calls with features including call divert, adding a welcome message, virtual receptionist and call queuing - to ensure that the calls are routed to the right person or department every single time.
What are Inbound Call Management Services?
Inbound Call Management is all about delivering control and knowledge to your business in respect of how inbound calls are handled, and periodically, assessing the effectiveness of call answering around the business. Inbound (Incoming) Call Management Service is a telephony service for both geographic and non-geographic numbers that allows an organisation to route their incoming calls to any end-number; landline, mobile or international, so you're never out of contact with your customers. An organisation is given online access to a full range of call routing, monitoring and managing tools to empower your business with the perfect customer service.
What are geographic and non-geographic numbers?
A phone number that starts with an area code related to it’s location in the UK is called a geographic number (e.g. ‘01603’ for Norwich). As the name suggests non-geographic numbers (NGN) is the term used to describe ‘virtual’ numbers that cannot be attributed to a geographic area of the UK e.g. London or Glasgow. NGNs are tied to a network rather than a local exchange and are deployable anywhere, anytime and are the simple way of projecting a national identity.
There are various types of non-geographic numbers, based on the method of billing. The caller can pay all charges, the called party can pay all charges or the charges can be shared. Typical rates are 4 to 10 pence per minute, depending on the carrier and type of number. You can choose whether you make the numbers free for the caller or a chargeable ‘extra’ for optional services, mixing and matching to suit your priorities at the time.
Inbound Call Management Service Features
Features include:
- Use with any number, anywhere, from any device – available on any geographic or non-geographic numbers, on any technology (IP, TDM, from any device).
- Secure intuitive web-based interface – accessed through a secure user friendly interactive web portal, the entire service is designed to be jargon free, intuitive, and lets you make changes in your own time.
- Take control – respond to changing call volumes and agent availability, support your marketing campaigns or promotions and re-route calls to different locations.
- Immediate to set up and control – the web interface directly feeds into our partners network giving the ability to instantly create or make changes to, call plans, announcements and other features.
- Route calls depending on Time, Date or Region of the caller – take into account time of day, day of week, dates and holidays. Advertise a single national number but customers can get to talk with someone in their local area.
- Deliver calls proportionally with Call Distribution – helps you to make sure that no destination is overloaded. So your customers get looked after quickly and seamlessly.
- Network-based Call Queuing – cope with your busy periods using scalable Call Queuing. Calls are held in the network and only passed on when your team is ready to answer.
- Record calls – for compliance or training purposes.
- Switch calls to a network-based Auto Attendant/IVR menu – you can give your callers menu options on how to progress their call.
Why use Inbound Call Management Services?
Your organisation should be using inbound services if you're looking to fulfil any or all of the following:
- Excel in customer service – gives you control over advanced routing and reporting features, enabling you to tailor the customer experience you deliver – in your timescales and not a network carrier’s.
- Cater for the unexpected – in the event of a disaster (i.e. downed phone lines, power outage etc) instantly redirect calls to another site or to agents regardless of location, enabling remote or flexible working. Disaster Recovery plans can work alongside day-to-day plans, pre-defined and ready to initiate immediately as and when required.
- Create a Distinctive Point of Presence – locally (01/02 number) or nationally (08/03 number), and even on your existing numbers too!
- Online reporting – a range of historical and real time reports, allowing you to monitor the performance of your contact centres and inbound numbers and monitor campaigns, reporting on the return on investment.
- Total operational control at your fingertips – immediate and continuous control over your advertised numbers, allowing you to make rapid adjustments to respond to changing call volumes and agent availability.
- No capital outlay – no set up costs and an affordable monthly rental charge, means you won’t need to tie up capital for equipment purchase or maintenance or require specialist staff to manage it, plus there is no need for significant investment in changes to your existing setup.
In summary
Damovo’s Inbound Call Management Services provides a vast range of intelligent, inbound call features accessed by web browser, saving costs and requiring no capital expenditure. From basic ‘number re-direction’ through to our more progressive Inbound Call Management services, Damovo can deliver a solution for every business and budget.
In addition to our Inbound Call Management Service, Damovo offers a complementary range of geographic and non-geographic numbers including: 0800, 03, 0845, 0844 and 0871. Whatever your business requirements, we'll work with you to help you choose the right number type, call routing options, Call Management tools and call reports for your business. Thus allowing your business to streamline all inbound calls, as well as to efficiently manage call centres, help desks and call distribution across all your organisational sites.
By working with a wide range of public and private sector organisations, Damovo has built a strong track record in dramatically improving the effectiveness and efficiency of inbound Call Management in customer help desks, contact and call centres. Damovo’s experienced team focus on getting the best out of your existing telecom infrastructure and blend the services used at each step to meet your individual needs.
To find out more on Inbound Call Management contact your account manager or email talktous@damovo.com.
Thank you to all of you who have forwarded suggestions for subsequent instalments of Interpreter, these have been duly noted. Please keep up the suggestions and feedback to talktous@damovo.com.
