CALL MANAGEMENT SYSTEMS

Every company that fields a large number of business calls each day can enhance customer perceptions by upgrading to call management systems that intelligently manage incoming calls. Calling features make it significantly easier for a busy contact centre to prioritise, avoid lost calls, and direct calls to the right colleagues or departments.

Many businesses find that as demand grows, their individual agents cannot expand capacity quickly enough to deliver first-class customer services to every inbound call, causing frustration, long call queues and potentially missed calls from important clients.

Introducing a Mitel MiContact Centre with assistance from the expert call management team at Maximum Networks provides all the tools and features you need, with specialist knowledge about the right telephone systems, time-based routing and CRM integration strategies to deliver fantastic responsiveness.

The specific features, hardware, phone lines, and round-robin routing you require will depend on an analysis of your existing call-handling infrastructure, the number of incoming and outbound calls you manage per day, and the digital channels you have in place that need to work in harmony with your call management policies.

Our clients often have complex requirements and may have predefined parameters we need to apply to their call management solutions, such as real-time reporting for call oversight, management features for leadership teams to monitor employee performance and systems that log call data collected to reflect customer feedback ratings.

Popular functions for business phone systems include:

• • Automatic caller identification to help agents trace previous interactions or route calls to the right agent who is already familiar with their file.
  • Call transfer facilities that respond to high call volumes and can introduce effective call routing when alternative teams need to handle inbound calls to cope with busy periods.
  • Interactive voice response menus and smart call queuing systems, where customer calls can be dealt with by providing alternative contact routes, directing an inbound call to the information they are looking for or answering their query.
  • Call recording, which enables managers to track calls and gain valuable insights into how each team member within a small business manages challenging communications.

We can advise on a broad array of additional cost-effective features, including skills-based routing, while allowing you to retain the same number to support any volume of inbound and outbound calls and maintain continuity for your customers.

The key to a great call management solution is that your new system works for your business, delivering the standards of customer experience you require while managing call queues, avoiding missed calls and providing potential customers with an excellent first impression.

Call features within a business phone system can handle incoming calls during out of hours periods or from any time zone, direct phone calls to the right team, and deliver management system features to ensure you understand employee performance metrics.

You can trace call satisfaction feedback and the reasons most customers initiate call centre contact to further augment the way you respond and the information you provide through automated menus to help manage call volumes during your busiest working periods.