10 Ways to Improve Call Management for Your Company

Maybe you already have an IP PBX in your company or you are thinking of taking the step towards IP telephony. The IP PBX has a massive amount of features and functions, but you are not entirely sure how to maximize your benefit from the new technology? We have collected 10 tips for how you can improve your call management, so you will never miss a call again.
 

1. Think about a Strategy Beforehand

It might sound benign, but companies often grow over time and so do certain aspects of their workflow and office organization. If everything is working, that is completely fine, but you should avoid doing the same thing with your IP PBX. Take the time to think about what you want from your phone system; which features you need and how your dial plan could look like. If you have a solid and specific strategy from the start, especially on how you do your extension numbering and call handling, you can save yourself some cumbersome work later on.

 

2. Use Groups and Call Queues

If you cannot take a call and the caller simply hears the ringing tone or the busy signal and hangs up, it will shed a negative light on your customer service. Calling queues don’t just transfer calls to where they can be answered, they convey a feeling of the query being processed. Additionally, you can improve your chances that an employee is free to answer the phone through grouping. There are various options for this: Call Groups let all phones ring at the same time, while in a Hunt Group, devices ring in customized succession. In a Cascade Group, however, more and more phones begin to ring, as long as the call remains unanswered.

 

3. Parallel Calls Allow You to be Available Anywhere

With the function of parallel calling, you can register multiple phones under one number. Naturally, it doesn’t matter if this a physical phone or a softphone client. Is a call received, all registered devices ring and you can decide on the spot which one you would like to answer. Imagine working in an office (this is presumably not hard to imagine) and have a snom as a desk phone, a Gigaset DECT for when you walk around in the office and a softclient on your smartphone. All these phones will ring at the same time, and you can decide which one to answer. Of course, if you are speaking on one, you won’t receive more phone calls on the other devices.

 

4. Create Automatic Voice Messages

An easy way to improve your customer service, is to implement voice announcements depending on date or time of the day. Night- and Holiday Switches can be found in Askozia under the dial plan and allow you to specify what announcement a caller will hear depending on time or date. It is also possible to use the Call Flow Editor to route calls based on dates with the Timeswitch and the Calendar Module.

 

5. Use Live Statistics

The goal of call stats is to see and control live what is happening at this moment. Our Wallboard and Stateboard can help you to keep track of phone calls as they are happening. Especially when the call influx is high, these practical tools offer a more efficient way to manage them.
Wallboard

 

6. Use Professional Voice Prompts

It may be tempting to record the voice prompts yourself. However, these should not be a service to save money on. Even if your colleague has a pleasant voice, callers will hear immediately, if the announcement is recorded professionally or not. Especially, if you use IVR (Interactive Voice Response) and the calling party listens to multiple announcements in a row, it’s best for appearance, if they are all spoken in the same voice, tone, mood etc. Dialects, no matter how friendly they sound in regular interaction, appear unprofessional in a waiting loop. Askozia offers a wide range of professionally recorded voice announcements for your convenience.

 

7. Keep IVRs simple

IVRs or speech menus allow for a caller to be forwarded both individually and automatically, so they speak with the employee that can help best. This has many advantages, but when the scenarios become too complicated, it can lead to confusion on both sides. Use IVRs in a specific and thought-out way and they are a great contribution to your call management.

 

8. Use Prefab Templates in the Call Flow Editor

Our Call Flow Editor enables you to model all kinds of scenarios clearly. If the opportunities of VoIP-telephony are still new to you (or you would like to safe yourself some work), get inspired by our pre-arranged templates for all kinds of scenarios. With just one click, you have multiple solutions at your disposal and are free to adapt them to your needs. Should you be interested in building all the scenarios yourself, we provide an extensive how-to guide in our wiki.
CallFlow

 

9. Establish a Call Back Service

There are a range of options for establishing a call back service in your company. If a client or customer has tried to reach you, but failed (for whatever reason), it speaks for your service to call him back at your earliest convenience. One possibility is to have voice mails sent to you via e-mail – this way, no calls slip through the cracks.

 

10. Fallback Scenarios in Case of Unavailability

It is recommendable to pay attention to the settings of single accounts, where you already find a wide range of options. For example, if your colleague Bob is not available, his account can control who the call should be forwarded to. Here, you can also set the how many seconds the phone rings until a call is forwarded. Make sure, the settings don’t let the phone ring for 20 seconds until something is executed.
 
 

More Information on Call Management