Call Hunting can give your business a simple way to improve and enhance your customer experience. Instead of spending thousands of dollars training a ton of agents, or adding a complex communication channel that you are not comfortable with, you can simply make sure your call are routed to the correct people at the correct time.
When it comes to customer service, it’s more than just the way you provide it. Customer care a lot about how quickly they can get the help they need. Recent studies have shown that over 80% of customers said they expect an immediate response when they reach out to customer service. Are your phones routed to make that happen?
Call Hunting Tips
Setting your user account up with the correct call hunting can make the world of difference when it comes to your communication strategy. Routing your calls to whatever device is most convenient for you, or “following” you wherever you are. CallHarbor makes it easy to set up your inbound call hunting route. For example, if you have an inbound call coming to your business desk phone, and you do not answer it in 10 seconds, it will reroute to another given number (such as a cellphone) or someone else’s extension. If that number does not answer, you can again reroute the call to another number or extensions. This makes sure the customer reaches someone that can help them, and you won’t miss a call. Whether you are on the road, in the office, or simply busy in a meeting, you no longer have to compromise customer service.
Who Benefits From Call Hunting?
When utilizing call hunt, the ultimate goal is to reach a specific person or department. This will differ slightly to call distribution, or an auto attendant that lays out different options for the caller. In the past year we’ve seen such an increase in remote work. For employees that may work in a hybrid environment where they are in the office sometimes and at home others, it’s easy for them to become disorganized when it comes to their answering solutions. Sometimes they will simply have all of their calls forwarded to their cellphone all of the time, so they don’t have to worry about switching around answering rules. We make it super simple for you to tell your phone system what you want to do.
Call hunting can be extremely beneficial to all industries. It can be imperative in industries such as healthcare, or real estate, where you need to connect with someone as soon as possible, wherever they are. Call centers and support lines benefits greatly from call hunting because it gives their callers a more direct and easy customer experience. Callers and customers can connect with their sales reps or administrative assistants to rearrange schedules, meetings, and consultations. Decision making calls can take place whenever, wherever. Employees can enjoy the freedom of not being tied down to their desk, while also staying on top of all of their communications.
Call Hunt Groups
Hunt groups differ a bit from individual call hunting. In a hunt group, you have multiple people that can take the call, rather than the caller trying to reach a specific person. Large call centers with high call volumes benefits from this by having the ability to assign multiple agents to answer incoming calls to a phone number. Support and Sales lines are the most common utilizations of hunt groups.
There are different options where it comes to your CallHarbor hunt group. You can build out your hunt group by going to your call queues. From here, you can tell the system how to hunt for specific people, and what way the route the incoming call. Ringing the phones round-robin will ring whichever agent has been idle the longest. This is useful if you want to spread incoming call evenly across a group of people. Ring all will ring all numbers within the queue at the same time. This is useful if you want your customers to have the quickest answering time possible. Linear hunt and linear cascade ringing will ring the available agents in a predefined order. Call park will simply place your caller on park, where they will sit until an agent picks it up.
The best way to figure out which call hunting method is best for your team is to look at incoming call analytics, and talk to your agents to see what they can handle. Working around what is most convenient for your team will ensure your customers have a great customer experience.