Professional call routing & call management can help your business process calls more efficiently. We work with businesses throughout the North-West, Cheshire & North-Wales.
Call routing is a phone management system that allows you to control the distribution and queuing of your business’s telephone lines. This queue can then be routed to a specific person or department within the business, making sure the incoming call is handled by the correct department, improving external communications, and allowing for more efficient management.
Having a correctly set-up and managed call routing system can massively reduce the amount of time wasted re-directing callers to the correct contact or department, improving productivity, the quality of customer service, and potentially reducing staffing costs.
Many different variables can determine the type of call routing system you require. Many business phone systems now run using VOIP, making it easier to manage call routing, call monitoring , and system management.
This could be something so simple as the volume of calls activating your call routing system, the time of day, the department the caller requires or whether an agent is available to speak over the phone.
Whatever the size of your business you can select how you want to route your calling. Whether you have an automated welcome that allows the user to select a department or it routes the caller based on the phone number they have called, the PA Connex Cloud System offers fantastic flexibility.
Monitoring and managing calls allows you to provide a higher level of customer service. Whether it’s listening back to a conversation with a customer to be able to resolve issues or being able to escalate emergency calls to a higher department, Call routing makes this a breeze.
Your required call routing depends on your exact business requirements. If you’re a small business with a few members of staff you may choose to route based on department. This makes it easier for inbound callers to speak to the correct person.
With a larger call centre, there are many different types of call routing including least occupied routing, skill-based routing, dynamic or service-based routing, value-based routing, data-based routing and more.
PA Comms will gain an understanding of your business and our expert team can provide recommendations on the best system for your business. The one joy of using a professionally managed telephone systems is the support and scalability.
Many businesses now use call recording to help monitor calls and improve the quality of service. Being able to go back through 6 months worth of calls, search by contact number allows you to easily review and monitor conversations with customers.
Call routing is a great way to improve customer service in larger companies. Many larger companies use foreign call centres for their customer services. Having a split between the UK and international call centres is a breeze with call routing.
Typically, UK-based call centers work 9-5, Monday through Friday. A call routing system allows you to easily reroute calls outside these hours to the desired location or phone number while keeping the same business contact number.
PA Comms provide a tailor-made call routing system designed to suit your business. You can access a full range of routing, management and monitoring services with our custom-built PA Cloud Connex business phone system.
At PA Communications we help you connect your business with the world! Whether that’s by installing a VoIP system, installing high-speed internet to your business premises, helping you manage your phone systems or installing organised and easily manageable network cabling throughout your business.
If you would like to find out more information about our services & how we can help your business then contact our team on 01772 760 700 or email sales@pacomms.co.uk
At PA Communications, we specialise in VoIP Business Phone Systems, Business Intranet Systems, High-Speed Gigabite Internet., Business Mobiles and Telephony.
PA Communications is a trading name of Domino Networks LTD – Company number 08117432
