Common Problems And Easy Solution Of Geographic Call Routing

Is it difficult for you to manage incoming calls from customers around the world? Or You are not able to transfer the call to the fittest agent? Then you are reading the right thing. Geographic call routing is one such feature available on your toll-free number which allows you to automatically route the call to the location that is more pertinent to the caller.

No matter which business you are from, which country you are from, you need someone who is close to you and can understand you better. Right? The same happens when your customer calls you, he wants to talk to an executive who can understand him better and is familiar with his language. This can happen easily with geographic call routing. Your call is routed to the agent you wish to transfer or who is available at that point of time.

But despite its usefulness, there might occur some problems which can be solved easily:

Problem 1 # Incoming calls are not being routed properly

Solution: Incoming calls are routed correctly only based on the rules you have set. It is often presumed that the calls may not route properly to right agents. If you feel that the call is not getting transferred to the right person then you have to check the details by yourself as if one digit goes wrong it may transfer to the wrong person or the problem might occur when there is a new area code that has not been programmed on your database.

Geographic routing checks your database of phone numbers and area codes to ensure that incoming call is routed correctly. It is quite helpful if done correctly.

Problem 2 # Calls come from unserviced areas

Solution: Yes, it is a common problem that there might be some calls which you don’t want to receive or you want to block, then this feature enables you to block unwanted and unserviced areas which you don’t want to receive. Unserviced areas are those which organization has elected not to provide service.

The best example of this might be that areas which government has not authorized it as a legal for such activities, so with the help of geographic call routing that area can be blocked from receiving the call. Suppose, you are a gambling company who uses toll-free number then you can block calls from that area where gambling is illegal.

Problem 3 # Handling Floods Of Calls Becomes Difficult

Solution: When you are receiving calls on your toll-free number, a time will come when it becomes difficult for you to manage those calls. It is important for you to keep a number of agents who can receive calls and attend your clients.

Geographic call routing is an easy way to manage your incoming calls and therefore helps in managing your employees. But if you find it difficult, you need to investigate.

Problem 4 # Handling Wireless Call is difficult

Solution: Your many of the callers calls you from their mobile phone or cell phone and thus there is no area code which helps in tracking the location of the caller. But with geographic call routing, you can easily handle these calls.

If you have a business in different cities then the geographic call routing helps you in locating the caller’s location to the nearest agent present location wise.

Thus, It can be said wisely that Geographic call routing gives you the flexibility to:

  • Customize the call routing for each of your location.
  • Reduces the interactions demanded by the caller.
  • Improve conversion rates by routing calls accurately and as quickly as possible.
  • Maximize the value of your advertising with a single phone number.
  • Helps reach your caller to the right person.

Also Read : “Your Call Is Getting Recorded” – 5 Benefits Of Call Recording.

 

5 Benefits of Toll Free Numbers in Banking Industry

Competition can be seen in each business industry and banking sector is not any exception of it. In the phase of fast growing services, creating a new and effective product is not enough to lure new customers or retain the existing ones. And it is a fact, that creating new customers is way more tough than retaining the old consumers.

Now the next question arises, how to retain the existing customers???

Let’s take a very basic example of our day-to-day life. List those people who you find best for endless conversations. I am sure the list would contain a certain number. Now my simple question is, why not others? I know your obvious response will be that they understand you better, your way of living and your problems as well. The banking industry too has the exact scenario while dealing with customers problems redressal management.

To retain your existing customers specially the advocate customers, it is important to throw a timely survey so their concern can be understood deeply and they can be provided with accurate, error-free and convenient solution. The 1800 or toll free number services is a best way to monitor the customer insight.

Here I am going to discuss the top benefits offered by toll free numbers to the banking sector.

Know the customer insight

Since the toll free number is a free service, therefore, people take very less time to make a call for any query. All queries or complaints raised by the customers must be maintained as a database because problem of one person might be the problem of others too. Based on this record, all necessary changes must be incorporated into the banking model for optimizing it. Thus, it is a telephonic system which helps extracting the essential informations from human brain.

Providing customers with authentic and important information

People are not dreaming about the best and pocket friendly plans your organization is offering. It is entirely your responsibility to let them know about the services or products that are beneficial to them in some manner. Once you send the intimation mail or message to your consumers, they can enquire back through toll free services.

Optimizing customer problems redressal management

Your job doesn’t get end only on understanding the problems or challenges users are facing but to avail them with the most satisfactory solutions for those complications. Users will connect you through phone calls, mails or messages to share their problems or feedbacks on solutions provided by you. You can draw a statistics for most competent solution and optimize it with further implementations.

Risk management

You will invite degradation in relationship with your customers if their difficulties are not resolved perfectly. With the help of recorded complications, the bank can do a predictive analysis for all the risks that can arise in near future. This information is very useful to save company from getting into the financial crisis or any kind of loss.

Achieving customer gratification

A dedicated telephone system enables bank to gain more responsive customers. Collecting the information about what makes consumers happy help banks to create a better plan accordingly so the organizations can become a trusted advisor. Read More……

 

How to Improve Lead Conversion Ratio for Automobile Dealership? How Cloud Telephony Helps?

In an era where almost every sort of industry is reaping benefits from cloud telephony, automobile sector is not untouched. Indian automobile is one of the most lucrative industries and the significance of this industry is gauged by the fact that it contributes nearly 7% of the country’s GDP. No wonder that the burgeoning Indian Market has fascinated global players like Ferrari and Bentley to set up their outlets in India. Let us see why cloud telephony has become indispensable for this “Industry of Industries.” (as termed by the founder of Modern Management Peter Drucker.)

The ever increasing competition has prompted the industries to introspect the service aspects whether it is pre sales or after sales. As per a study conducted, after sales service is important for more than 60% of the Indian customers and therefore this quarter needs a special attention. Streamlining the communication process can help solving many loopholes.

What is the Present Scenario?

Outbound Supply chain of the automobile industry is very complicated because of the reasons apparent as the distributors have to handle multiple dealers and the dealers in turn need to look after a huge network of sub dealers and chain of retailers apart from a huge customer base which swells up at occasions.

What are the Challenges that Automobile Industry is Facing Today?

  • Tracking quality of service and monitoring customer calls are all hard nut to crack because all the dealers are working independently.
  • Completing the sales process is in the state of mess as dealers need to track the whole process right from the generation of leads, how they are handling this, which dealer is performing better and have better lead conversion ratio cannot be tracked.
  • There is no process in place to track  a number of things like alerts to the customers for their vehicle service, renewal of their insurance and a lot of other similar issues.
  • There is a lack of mutual communication between the dealers because of which the existing inventory cannot be used optimally.

What is the Right Solution Then?  

Cloud telephony solution has made the automobile distributors heave a huge sigh of relief. A centralized call recording system, a hosted IVR for all the inbound calls and progressive dialers for the Centralized Outbound Call Center. Once they are subscribed to the Cloud telephony, automobile distributors can track all the professional calls (from the dealers, customers, insurance agencies, banks etc.) This streamlined communication process helps in enhancing lead conversion ratio.

A Cloud Telephony solution is recommended for a distributor or network of dealers, it includes centralised call recording system, hosted IVR for inbound calls and progressive dialer for centralised outbound call center. The solution helps the automobile company or distributor to track all the calls,   streamline the communication process, improve leads conversion ratio  ultimately standardized customer service and increases customer satisfaction.

Inbound Calls: What Are They How Would They Help?

Inbound calls are the incoming calls that are greeted with an IVR (Interactive Voice Response) which is pre-recorded voice that makes you look professional. This IVR is forwarded to the respective dealer for sales or for support. This helps in tracking calls efficiently. Centralized call recording that is made available along helps in monitoring the quality of calls.

This helps in making your service go 24X7. If customers call you in off hours, they would be greeted with a message and the customer messages would then be recorded. If they call for sales the calls first go to the centralized system and then they are diverted to the dealers as per the preference of the customers.

Outbound Calls: What are they? How Would They Help?

Centralized outbound call center along with a progressive dialer is used to run promotional campaigns via e-mails, SMSes etc. Customer service reminders can also be set for renewal of insurance, for the service of vehicles, payment of installments and much more.

Centralized database can be used for recording the customer specific outbound calls from the dealers. This helps in standardizing the service quality and taking the promotion campaign to the next level.

All the customer specific  outbound call from dealer would also be recorded in centralized database.It will help in standardizing   the quality  of service and will make  promotional campaigns much more effective. What’s more! Cloud telephony is a flexible solution and can be customized as per your needs.

3 Tips To Make Decision Making Easy In Your Business

A proper Business Decision Making is the foundation of any rising business revenue graph. As compared to large organizations, in small businesses, each individual contributes their level of perspective. Since a single decision can make or spoil the financial structure of your company in no time, hence, it must be taken perfectly using different mind reasonings.

The low-level or high-level supervisors might apply wrong algorithms as making mistakes is human tendency. This can impact your business adversely. To avoid this, technology has given birth a number of various facilities that assist how to take perfect business decisions.

Why Cloud Technology has important role in Business Decision Making?

The rapidly growing cloud technology has not only reduced the IT infrastructure cost of organizations but also helps largely in taking correct business decisions. The Decision Support System (DSS) is helpful to develop the Business Intelligence Architecture. This DSS uses cloud computing technology. Based on the historical data or previous records the system fetches the best results so prominent decision could be taken to benefit business.

Here I am going to discuss some tips that give you a better understanding of how to take business decisions correctly:

Tip #1: Cloud Telephony – “Find What Your Customer Wants”

Customers are the soul of any business. You will be a lucky businessman if people get attracted towards your goods and services. But what if they don’t? In such case, an entrepreneur needs to implement such logical business ideas that can push the crowd to take interest in his products and services. A complete branding solution cloud telephony plays a vital role here.

This software solution enables employer to collect info about all the customer calls- answered, not answered or missed. Also, it helps to garner feedbacks from customers, which, in turn, are helpful to introduce changes required into the business. This cloud telephony system also gives an idea about if professionals are behaving well with customers or not.

Tip #2: User Engagement Tool – “Find What Users Are Looking For”

Before what new business strategies should be implemented, a detailed analysis over what users are actually searching for means finding User Intent should be done perfectly. Though off-line businesses may trouble you as scratching someone’s mind reasoning about selecting products or services is absolutely a tough task.

But, in case of on-line businesses, there are so many user engagement tools available in the market, through which who are interested in your services can be found out easily. Also, it gives an idea about which portions of the website are searched most frequently. With the help of this authentic data, better ideas can be introduced into the business to change its profit structure.

Tip #3: Route Tracking Software – “Get Authentic Data In Real Time”

‘Prediction’ and ‘Reality’ are two different terms. It is not necessary that all time each prediction will turn into the reality. To avoid this, you must work on authentic data. The Salesforce Automation Solution is a route tracking software through which the employer gets real time information of field workforce. This software solution has a web dashboard and android based app.

The employer monitors entire sales activities in real time on the dashboard while sales reps use mobile application to enter all details. This real time data helps manager take perfect decisions related to which sales rep will deal to which customer or how long a meeting will take to get deal done etc. The employer tracks his team through Geo Tags and schedule whole work accordingly.

What role Cloud Telephony plays in your business

cloud-telephonyLet me tell you the bitter truth…!!

If you are still using clumsy on-premise communication products, you’re missing out (and you’re apparently paying way too much!).

When you talk about a business, there is a lot of things you have to handle, in which communication takes a substantial part and it is complicated now because you have to handle many phone calls, faxes, emails, text messages and this all should be answered or managed successfully. Plus, you have to sit on the desk between 9 to 5 to manage but in the 20th century, telephony services have been transformed. Now the work happens at home, on the road, and at the client side means anywhere, anytime via your friendly phone.

Now the first question begins, What is this technology or…..

What is cloud telephony?

Cloud Telephony is an internet based phone call that does not require any hardware to route your calls, you need a particular number from cloud telephony or telecom provider along with a certain number of ports to route the incoming or outgoing calls to and from this number.

When a call is landed on your particular phone number the vendor API communicates with user web application interface. This web application interface has an appropriate set of commands to execute predefined actions such as playing text file, send SMS. Record etc.

The telecommunications applications, switching, and storage are hosted by a third-party, also known as hosted telephony.

Cloud Telephony – an innovation  

In today’s revolutionize world, business communication has also been advanced. Communication happens between people in different regions, on different scales and through different channels not just within the 4 walls of the office.

It breaks the barriers that the traditional phone systems have. Let’s get rolling to know about the ways:

  • Supports outside communication: Call centre is no novation, even not for a small business. Running a call centre can be a huge investment that is what cloud telephony can do with ease. It enables the communication in a more sleek, controlled and orderly manner.
  • Supports modernization: Cloud telephony helps you to save on costs, increase your company’s flexibility and productivity through technical modernization, set up your company’s infrastructure easily and quickly, and improve continuity of operations.

Benefits of using cloud telephony

Here are some enormous benefits of modern cloud telephony:

  • Flexible, Scalable and Secure: You can do any change such as IVR message as well as add or delete a number of agents according to the number of calls and all the data from call records to recording are stored on high-security cloud servers.
  • User-Friendly and Zero Maintenance: You can use your own mobile phone and no physical servers are necessary at your office location. So, you have to do zero server cost.
  • More Value for Less Money: Cloud telephony have a completely different cost structure, unlike traditional phone system have. Traditional phone system loads additional cost for maintenance on top of your telephone bill but now your dream came true “pay only for you use”. No maintenance charges at all.
  • Time to set-up: If you remember……previously your office landline takes a lot of time to set-up; from feasibility test to final installation but now you can set-up and go live in less than a day.

This technology is only as powerful as what it is used for. Cloud telephony, with its creative and fascinating adoptions, has emerged far beyond its anticipations.