CALL MANAGEMENT SYSTEM: How it works 

Call Management System
Image Credit: Fit Small Business

How frequently have you called a business only to be put on hold or have your call transferred several times? Yes, several times. Now consider all the times you have phoned a company and were immediately connected with the right person or department. Trust me, it’s always more amazing than having to wait for a couple of minutes. Giving callers excellent customer service is made simple by using a call management system for your business. While there are free call management systems, you’ll definitely see a free call management system for your small business. The information below covers all you need to know about call management solutions.

What is a Call Management System?

A call management system is a procedure and method used by organizations and enterprises to handle and regulate customers’ incoming calls. It is a system that makes sure customers get the best responses to their calls in a timely manner and tracks callers to strengthen connections with those prospects and customers.

The majority of the time, call management is very simple. It’s more like your team employs a call management system, which consists of the tools, processes, and routing directives to effectively control call volumes. The call center or contact center for your business receives inbound calls, which are then repeated. The call center automation approach you employ to manage incoming phone calls, such as call routing, IVR (interactive voice response) menu utilization, staffing levels, etc., is known as “call management.”

To help with call management and give you better business insight, the platform you use should have analytics or dashboards with data on your calls (and even SMS text messages and other channels) integrated. The more calls you receive or the greater your call volume, the more important it is to have a strong automatic call distribution and call management plan.

How Can I Determine If a Call Management System Is Necessary?

Is a call management system really necessary? Of course, it is. Every business needs to integrate one. There are generally three inquiries to make, which serve as the key indicators that it might be time to get one.

#1. Does my company operate on an appointment-based schedule?

This includes establishments like medical or dental offices, auto repair facilities, law firms, and so on. In these circumstances, you have to probably think about utilizing a call management program.

#2. Do callers have a choice of departments to reach me at?

Utilizing call management software with easily adjustable routing options makes sense if your company has numerous departments and staff inside those departments.

As a result, callers can transfer themselves by pressing a key on their keypad rather than requiring a member of your staff to do it manually, saving you the hassle of having to deal with call transfer issues.

#3. Do I have a specialized team to handle incoming calls?

Do you employ front desk personnel? a center for inbound calls? (Or do you have any plans to open a call center?)

Your dedicated inbound call handling team may manage their workload significantly better with the aid of call management technology. It can also provide you with vital information about your incoming calls and assist you in identifying any issue areas or areas where improvement is possible.

Business Call Management System

Management is great, but managing a business call system is one of the most crucial duties in any type of business. Any business that wants to provide a top-notch client experience must include a call management system. Call management is making sure that clients and consumers receive prompt, 24-hour, and satisfactory responses to their calls.

Every business can handle incoming and outgoing calls more effectively with the use of a call management system, improving the caller experience for clients. So, depending on the overall value they provide, we evaluated several solutions to identify the top 5 business phone systems. Whether it’s a free or premium call management system, there’s no doubt they are necessary to a customer care scheme.

#1. Nextiva

Users may handle calls, voicemails, faxes, short messaging service (SMS) texts, video conferences, and team messages using Nextiva’s simple corporate phone system. It stands out for its competitive pricing and huge toll-free minute allowance, which is the highest of all the service providers on this list at up to 12,500. A 250-person video conferencing capacity is also included. A multi-level auto-attendant and free professionally recorded greetings are among its many features, which are available on premium plans.

For small enterprises, Nextiva is a great VoIP alternative, but those with a global presence must look elsewhere. Additionally, its premium services cost more and feature fewer third-party software integrations when compared to rivals like RingCentral. The options mentioned above are worth looking into if these flaws are your top concerns.

#2. Grasshopper

Grasshopper is a virtual phone system that enables you to convert your personal smartphone into a business phone. A separate phone line and an easy-to-use business communications solution are excellent for small organizations. Similar to Google Voice, it asks consumers to connect their new business phone number to their current phone line.

Grasshopper offers access to all of its capabilities in every package, in contrast to the majority of VoIP companies on this list. The quantity of phone numbers and extensions is the only distinction between them. Users should be aware that its services are limited in comparison to Nextiva or RingCentral’s comprehensive UCaaS offerings.

#3. Ring Central

In comparison to all other providers, RingCentral’s unified communications as a service (UCaaS) and VoIP software solution delivers the most complete set of call management tools. Its robust platform enables you to further tailor it for your desired communications experience using open APIs, and it has a long list of approximately 300 third-party app integrations. Despite not being the most affordable on the market, RingCentral’s cost is still fair considering how comprehensive it is. Although RingCentral is a fantastic VoIP company, it still has certain flaws. It does not provide Nextiva’s complimentary expert voice greetings. Its complex platform can also be daunting and pricey for newcomers and small business owners, especially if they only use a basic business phone system like Grasshopper or Google Voice.

#4. Google Voice

Google Voice is a great VoIP option for individuals who use Google apps in their workflow. Along with basic call management options like call screening, blocking, and forwarding, it provides a free virtual phone number. Even the free version of Google Voice call management system comes with visual voicemail.

Despite its amazing simplicity and price, individuals who require advanced call management must search elsewhere. Google Voice is designed exclusively for people with low to medium call volumes and offers few features across all tiers. Instead, have a look at RingCentral or Nextiva if you’re searching for a strong VoIP or UCaaS platform.

#5. Vonage

Small-to-medium-sized teams wishing to manage client interactions on a single platform can benefit from Vonage’s VoIP and UCaaS platforms. There are no limits on the number of calls, texts, team communications, or call management tools like busy lamp field (BLF), call blocking, and caller ID.

Vonage also offers a robust set of tools for team collaboration. Call announcements, call groups, call monitoring, conference bridges, paging groups, team messaging, and video meetings are some of these features.

Why is Business Call Management So Important?

Solutions for managing business calls could cost you money. Is that expenditure justified? Here are some ways that good call management will help your company grow:

#1. Create a positive business image

You establish a deeper connection with your customers when you provide them with excellent customer care over the phone. When people observe that their calls are competently handled, they perceive your company to be more organized.

#2. Monitoring marketing return on investment

An effective call management system will assist you in monitoring the effectiveness of your advertisements if your company relies on pay-per-call marketing. The volume of new leads generated and the number of agreements closed as a result of the campaign will be quantifiable.

#3. Increase in sales

The ultimate goal of the call management solution is to boost client loyalty and happiness. When your services are valued by your present clientele, your business will receive more referrals.

#4. Positively influence customer service excellence

Good call handling enhances your customer service offerings. Customers are more inclined to call you once they are aware that you are only a phone call away from solving their concerns.

#5. Engage your customers.

You can learn more about your client’s demands when you engage them properly. Some customers will provide your company with helpful advice on how to better serve them. Your company becomes more client-focused, and the number of devoted clients you have increased significantly.

Free Call Management System

One of the most effective methods to empower organizations and change their operations is through the use of free and open-source call center systems. The free call management system can be converted and effortlessly integrated with current systems, in addition to being simple to configure. The software guarantees an overall higher level of service quality at little to no additional expense. There are several free call management systems available. Each of these claims to have distinct features. However, some of them have hidden costs associated with them, so, as much as possible, check to see if the free call management system you are choosing has any additional (or ongoing) costs.

#1. Qubicles

At the top of our list of free call management systems is Qubicles. Quibicles is a decentralized free call management system and a blockchain-based call center platform. With Qubicles, the payment system is pay-as-you-go, and there is no licensing charge, which differentiates it from other call management systems. All Qubicles features are accessible to an infinite number of users under the free plan, with the two paid plans offering a higher level of support and training.

The Flow feature makes it simple for call center operators to follow a predetermined script path depending on in-the-moment client reactions. It supports simple drag-and-drop call scripting for numerous interaction types. Additionally, it provides ACD call control tools that greatly simplify managing infinite incoming calls. Call notifications, real-time call tracking, more than 30 historical call report templates, outbound SMS messages, agent status, call recording, click-to-call, and other features are included as extras.

#2. Bitrix24

Business telephony, CRM, instant messaging, and team collaboration functions are all included in the Bitrix24 communication and collaboration suite, which is available both online and offline. The free edition of Bitrix24 has the most comprehensive functionality of any other tool on this list, despite the fact that having so many options can be a little intimidating. It offers up to 12 users free unlimited inbound calls, 100 minutes of call recording, fundamental call statistics, and more.

Users can also choose to hire a virtual PBX system, which offers unlimited phone lines, call routing, call recording, call notifications, CRM call pops, and more, for as little as $11.00 per month. The free subscription also offers unlimited contact storage, voicemail, recorded greetings, call lists that can be imported from Excel or CSV, chat messaging, video conferencing, and other capabilities.

#3. GOautodial

GOautodial markets itself as an open-source omnichannel contact center solution, much like Bitrix24 does. Additionally to inbound, outbound, and mixed calls, it provides REST APIs for third-party app integration. Furthermore, in addition to being HIPAA compliant, has a 99.99% uptime. Additionally, it includes SIP and web app firewall security to guard against brute-force assaults. Bring your own VoIP provider or use the JustGOcloud on-demand contact system’s free 30-day trial.

Users will benefit from more native features than they would with many other platforms on this list because it is a premium plan. The top features are Robo dialing, automatic call distribution, IVR, unlimited user extensions, personal and team-wide voicemail, and manual, predictive, and preview calling modes.

#4. CallHippo

The last free call management system that we’ll consider is CallHippo. Over 5,000 businesses, including Amazon and Honeywell, use the virtual phone system CallHippo. The primary features of this virtual phone, which claims to set up your virtual phone in three minutes, are power dialing modes, CRM connection, and fast call tracking. Over 50 countries’ worth of phone numbers, including toll-free and local lines, are available to users.

CallHippo may store up to 100,000 recorded calls per account for a 90-day period and automatically captures both inbound and outgoing contact center conversations. Warm and blind call transfers are both supported, and Smart call forwarding includes extra features like personalized greetings and holds music. The Smart Switch tool, which enables reps to improve overall call connectivity by switching across telephony networks, is another intriguing feature. Call barging, IVR call menu, Caller ID, Pause call recording, ACD, SMS messaging, a free phone number, and other features are additional features.

#5. AVOXI

The cloud contact center software AVOXI specializes in virtual phone numbers. AVOXI enables two-way data synching with your choice third-party Customer Relationship Management software solutions, such as Salesforce, Zendesk, Zoho, and HubSpot, in addition to traditional call center functions like call recording, a virtual auto attendant, and call forwarding.

Additionally, they can make any AVOXI phone number capable of sending and receiving SMS text messages, opening up even another line of communication. All international calls are free to the United States and Canada. ACD and IVR, Softphone, Click-to-call, Knowledge Base, 24/7 customer service, Call blocking, CTI call screen pop, and other features are among the extras.

How Do You Manage Office Calls?

Here are 10 actions you can practice to become a professional phone answerer:

  • Answer by the third ring. 
  • Send out a greeting.
  • Smile while you speak.
  • Be precise.
  • Avoid using slang.
  • Be optimistic.
  • Prior to placing someone on hold, ask.
  • Recognize messages correctly.

What Is The Importance of Proper Call Management?

By directing customer calls to employees who are best equipped to tackle the problem, a call management system helps organizations achieve first-contact resolution.

What is Call Center Software?

It is a technology that enables companies to control a variety of communication channels, including social media, live chat, instant messaging, SMS text messages, and phone calls.

Conclusion

A functional call center is one of the strategies that businesses use to attract and retain customers. It also increases their revenue overtime. However, it isn’t just enough to have a functional call center. You must endeavor to instill a call management system that helps to ensures that customers’ demands are met at every point in time in your small business.

Call Management System FAQs

What is the purpose of call management?

It makes sure that customers get answers to their calls quickly and to their satisfaction. It also keeps track of callers to help build relationships with clients and prospects.

What are the 3 types of call center?

  • Inbound
  • Outbound
  • Mixed call centers
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