Does your company handle a lot of inbound calls coming in daily? If so, you need an effective and organized inbound calling strategy. Receptionists can only do so much when it comes to handling a large volume of calls. Your business needs a way to handle and distribute a large call volume with ease. When it comes to CallHarbor, we have a ton of helpful tips and features that allow you to make the change. Being able to handle a lot of inbound calls will give your customers a better experience. It boosts employee experience, and gives a professional image.
What is inbound calling?
Inbound calling is when a customer, client, partner, vendor, etc. reaches out to your company via phone call. They’re calls that come in to your team, and are then handled from there. Companies utilize many different “start points” for inbound calling. Some companies have a receptionist team live answer all of their calls, and then transfer them out from there. Others may utilize an auto-attendant, or call queue, to avoid having to direct all calls to front desk staff. Some companies even have their calls go directly to park or voicemail, and handle them accordingly once ready. However you handle your inbound calling, the purpose of this blog post is to educate you on what your company can do better. We’ll go into what features and functionality CallHarbor can offer you to make it easy.
What features can I use to boost call handling?
Reporting & Analytics
Reporting and analytics are very important when it comes to the success and productivity of a company. It can help you handle inbound calling because you can look at things such as when your peak periods are so you can staff correctly. CallHarbor offers detailed reporting and analytics with your platform. Your boss will be able to see where the company is at in terms of call volume and service level. They can view online agents/employees, missed calls, outbound marketing calls, and more. Having the ability to easily and readily get these analytics will help the company to stay on top of things. Your boss will become aware of how the company’s communications are running.
One of the reasons why VoIP is the best phone system today is because it can provide these analytics and data. Nowadays, it’s very important for business leaders to keep tabs on call data. This allows them to continue to set and meet goals, as well as improve their customer experience overall. Using VoIP’s call analytics and data regularly can help your company boost call quality, customer satisfaction, customer retention, and determine ways for your business to improve over time.
Auto-Attendants & Call Queues
By using an auto attendant, the caller can help route their call to a specific extension, queue, voicemail, and more. Auto attendants are extremely valuable for companies because they serve as call management. They make sure the company’s callers get to the right department quickly and easily. They streamline simple transfers and calling, so the receptionist can be freed up for more specific duties and calls.
Auto attendants are very easy to learn to navigate and use. They fill a very important role by ensuring that your callers aren’t kept on hold for long periods of time. This can up your customer service cred and keep your customers happy. This feature also helps to reduce the cost of customer contact. When used to handle inbound calls, there’s a reduced need for having a dedicated receptionist, and the system works around the clock without a need for time off.
Call queues operate similarly to an advanced hunt group. They can take an inbound call, and keep the caller on-hold until one of the available agents listed is ready to take the call. A call queue can handle those inbound calls for the receptionist, and send them to a chosen employee when they are ready. Call queues gather data on inbound calls, wait time, abandonment rate, and much more. Managers can then use this information to look at hiring and scheduling decisions, as well as researching missed opportunities.
Using Multiple Channels
One awesome way to handle a large call volume is to diversify the way that your customers, clients, etc. can reach you. By giving people other options rather than just calling in, your team will be able to handle the calls that do come in a little easier. Some good options to diversify your communication with customers are email, SMS, live chat, and social media. You can even check out this blog article that we posted about how chat & SMS can improve your customer service.
Did you know that CallHarbor includes business SMS for FREE? That’s right, you don’t even have to pay an extra penny to utilize this growing & popular feature. Many customers like having the option to text a business, whether it’s to ask a question or confirm an appointment. A great part about utilizing SMS and MMS with CallHarbor is that you can get started immediately. You don’t need any additional downloads or heavy integrations. Simply log in to our online portal or mobile app and start communicating with your customers. Many businesses are finding that SMS is a good way to do things such as send appointment reminders, organize food pickup and delivery notices, and send event invitations and confirmations. It’s great way to provide your customers with a quick and easy customer service experience, while keeping the conversation on track and organized.
Features & Hardware for Receptionist
A web softphone is a phone or feature for making telephone calls over the Internet using a computer rather than dedicated phone hardware. The softphone can be utilized through our internet web portal on a desktop, mobile device, or other computer. It functions in the same way as our web softphone on the mobile app. It allows the user to place and receive calls, see their coworkers’ online status, and engage in chat and SMS.
By using a web softphone, employees don’t have to be tied to their desk or cubicle to handle inbound calling. This means, your receptionists can even work remotely and take inbound calls from home! Web softphones are a great feature to utilize for flexible or remote workers. The features within the web softphone in the CallHarbor portal are helpful to office workers and remote workers alike. You can start new phone calls right from the web softphone, begin new chat or SMS conversations with your coworkers, see your coworkers’ availability statuses, view your settings and toggle answering rules and greetings, and even more.
Read our full blog article on how to utilize our web softphone here: Using a Web Softphone
For a receptionist that answers a high volume of calls, or a receptionist that has a lot of extensions to keep track of, our attendant console is a great feature to alleviate some stress. The list of users can be quickly dialed down by site and department, as well as organized into call queues and auto attendants. This feature can be pulled up on any web browser, and would work great on a tablet that can move with the receptionist.
When you have an active call, you can easily drag and drop it to another extension to transfer the call. You can also drag and drop the call into a parking lot, where the call will sit until someone picks it up by dialing the parking lot extension. The color of the circle next to a user’s name indicates their availability status. A red circle indicates that user is currently on a phone call. A green circle indicates they are available for a call. If the circle is blank, the user is offline.