Varying inbound call volume is one of the most important factors that most businesses deal with from time to time. In this context, opting for the right technology and strategy becomes important to address this issue.
Cloud-based communication is one such technology that has made it possible to forward the calls to the preset extensions or numbers and efficiently deal with the call volume.
In this way, cloud-based calling has enhanced the possibility of tapping opportunities for connection with the customers. An inbound call from a business prospect when missed leads to a communication gap between customers and businesses. The quality of communication helps decide the perception of customers towards the product or service.
Additionally, call forwarding is an essential way to make customer connections in a strategic way. Here, it is necessary to understand that the logic here is for every customer call if there is no attendant, then the call should be immediately forwarded to a pre-assigned number.
In the call center business, the call connection ratio is one of the most important metrics that most businesses work on to improve overall productivity. The greater the call connections ratio, the better the productivity.
We will discuss here the top benefits of call forwarding features.
#1 Better Customer-Agent Interactions
Customer and agent interactions happen on various touchpoints such as voice call, chat, email, etc. Voice call is one of the most preferred channels that is used by a lot of customers, and it takes care of various needs of the callers, the most important one is their experience over the agent interaction.
Now, it is essential to understand that after the call forwarding, there are two main factors that impact the overall customer experience. The first one is, the call should be connected to the agent who has all the relevant information that can help the customer without any delay.
The second factor is voice quality. Having a business number that completes the call over cloud fulfills both the criteria. These two factors together make the customer experience good and sometimes exceptional when the agent helps the customers with a speedy resolution of the issue.
#2 Multiple Extensions on a Single Number
The traditional telephony has several limitations. A limited number of extensions on a number is one of them. Cloud-based communication easily overcomes this problem. So, if you have a business number or a toll free number, you can keep multiple extensions linked on the same number.
Call forwarding feature helps in connecting the agent to the source with the needed information. Sometimes the customer interaction needs expert involvement, and there the role of call forwarding feature becomes notable.
Another benefit that impacts the customer experience is, all the incoming calls from a particular country or region can be forwarded to an agent with particular language skills of the customers.
For example, all the Spanish customers are connected to an agent who is adept in the Spanish language. Call forwarding feature makes it simpler for businesses to make purposeful customer-agent connections.
#3 Always Availability and Better Business Presence
You can easily set a series of alternative numbers to forward the calls to make sure all the inbound calls are attended. Unattended calls may lead to a loss of business, but call forwarding feature helps avoid it.
Call forwarding feature helps maintain a steady business presence by suggesting you are always there for your customers and other business prospects.
So, if you are already using a toll free number for your office desk phone and in case if a customer wants to connect with you while you are traveling, then the call forwarding feature helps to connect.
In a way, your office desk phone becomes a mobile phone with the call forwarding feature. You can receive business calls anywhere on the move. You also become independent of voicemail and the need to check it from time to time to respond to the callers.
Why Does Your Business Need Call Forwarding Feature?
Call forwarding is the feature that ensures business continuity that eventually leads to a higher customer satisfaction level. Call forwarding helps you tap every opportunity to connect with the customers.
If you are always on the move and you need to continuously deal with the customers, then call forwarding feature is a must. There are certain domains that need to respond to the callers with an immediate response, such as healthcare, emergency call service. For a busy line, the incoming call can be forwarded to the available number.
Another benefit of call forwarding is it ensures call connections when the call volume goes high. You can deploy as many agents as per the existing call volume. In this way, you can avoid downtime, and customers get the best value to their time.
So, a strategic call forwarding also leads to sales-acceleration and a higher level of productivity.
Have any questions on how call forwarding can help your business? Connect with a solution consultant at 1-800-346-4974, 44-80-0680-0974 or 61-180-031-6834.
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