What Is Automated Call Handling?

Nowadays, businesses rely even more heavily on telecommunications to manage their inbound call solutions and the calls they receive from all partners.

Automated System

Call handling techniques are used by an array of organisations of differing sizes and sectors, and one in particular which is extremely popular is automated call handling. This technique is an intelligent call solution which allows incoming calls to be directed and distributed to the correct place.

This method of call handling has many benefits and advantages attached to it for both business and customers alike. For organisations with more than one department or multiple offices and locations, this feature is ideal; it allows the business to have one business number but still direct the customer through to the correct place.

Pre Recorded Menu

Through a pre-recorded menu customers can choose the option which best suits their enquiry; ensuring callers are directed to the right place to handle their call and are satisfied with the process. As a business, this feature allows you to tailor the menu and choose the available targets callers can choose from, making the entire process bespoke for your service.

Call Queuing

The automated system helps to improve the level of customer service you provide your callers; through a call queuing system customers will not be irritated by hearing an engaged tone when the line is busy. Instead they will be inserted into the call queue where they will be seamlessly transferred through to someone once they are free. The whole process can be tailored to your business by creating unique introduction, marketing and waiting messages which will be played during the queue. Hold music, length of queue time and maximum number of calls can all be decided upon too.

Integrated Feature

This technique can be integrated quickly to work alongside your existing business number. For small businesses and start-up firms it can help them to appear more professional as well as establish them within the existing market and allow them to compete against larger organisations.

Flexibility, productivity and cost saving are the other main benefits of installing automated call handling features. By diverting and rerouting calls, you can ensure a call is never missed and set up business times and rules on how to handle these calls. Calls can then be transferred to a voicemail, another number or a notification of the missed call can be sent through to your email. These call manipulating features allows greater choice for a business along with improving the customer’s journey.

Automated call handling will ultimately enhance your call solutions and, depending on your needs, you can choose the services you would like to enable to gain the maximum benefit.

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