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.