Call Routing Services & Phone Numbers

Geographic numbers are also referred to as virtual numbers or 01/02 numbers. Therefore, allow any business, regardless of location, to apply local area numbers to generate more calls. This means that you can base your business in one city, but your customers will be dialling an area code for somewhere else.

The benefits of having an 01/02 phone number are that you can have a prestigious telephone address for your business whilst being somewhere else entirely. If you reside in one part of the country but might wish to drum up business somewhere else, geographic numbers can create the impression that you are situated in the target customer’s town or city.  Also, because geographic numbers are portable, it means that no matter where you may decide to relocate your offices, your telephone number goes along with you.

All calls from UK landlines and mobiles are charged to your customers at the standard rates for 01/02 and 03 business telephone numbers which are crucial in today’s competitive market where everyone is looking to save money.

Location is a big factor in how prospective customers perceive your business. It is a known fact that customers feel safer if they shop locally. That way, if any problems arise they can simply pick up the phone. Decidedly safe in the knowledge that the business they are dealing with is not too far away. So, resolving any problems shouldn’t take too long. Your customer or prospect may not make the call if your number seems uninviting and expensive to call. The more familiar your phone number is to your clients, the more likely they are going to continue to call you.

Call routing systems are also known as Automatic Call Distributors (ACD). Meaning the ability to route calls to different people and locations depending on various factors. The most basic type of call routing is call forwarding. For example, you simply forward the call to the next available user, when the number dialled is busy.

Intelligent Call Routing, however, offers many more advanced options and capabilities. ICR forwards the call based on a specific set of instructions. These instructions define how the call should be handled so that the call is routed to the right person in the right department using criteria such as:

• Geographic origin of the call
• Phone number the customer is calling from
• Phone number the customer dials
• Time of day or day of the week the call is received

This improves customer service by directing the calls to the agents who can best answer the client’s questions at the right time.

Better call management means better customer service. Is truly a good call routing strategy that benefits everyone. Resolving enquiries quickly and efficiently is going to yield a far better customer experience than waiting on hold. Thus improving the customer service experience starts by helping your customers reach the right departments faster. With call routing, you can have online access to a full range of monitoring and managing tools. To empower your business with the perfect customer service.

• Intelligent call distribution. Ensures each of your customers gets through to the right person every time
• Quality caller experience. Allowing you to easily monitor your call activity with an option to escalate any calls when needed
• Flexible working. So your agents can work from anywhere and take inbound calls for multiple departments from one device
• Gain access. Both historical and real-time data. Thus you can address any required training. Similarly, identify where you need extra resources during peak times
• Quickly escalate. Target complex customer queries. If your agents need support from more senior members of your team
• On-demand, scalable service. It particularly gives you the option to only pay for what you need. This allows you to scale up or scale down with the growth of your business
• Disaster Recovery. Pre-configure a backup plan for telephone call routing in the event of a disaster recovery situation. So that if there was an emergency in your business, or you cannot get into the office, you can set up a call routing option. Then your calls will route to another number. This could be in your second office or if you are a small business, you could have them routed to your home. Even so, your customers need never know that you are dealing with a disaster. Most importantly, the business can continue as normal.
• Call queueing. Provide queue callers with announcements if all your employees are busy. This is an ideal solution for peak call periods such as ticket sales. Definitely when you don’t want callers to get an engaged tone and hang up.
• Call recording. Option to record incoming phone calls in the cloud through the platform.
• Routing plans. You can set your calls to route differently at different times of day, on different days of the week. Also, spread calls evenly over other teams at different sites.

• Routing by a number called. For example, route calls to a number on different teams/sites, depending on where they are calling from.