Telephony has evolved a lot since its invention. When it comes to telephony for business, many requirements need to be fulfilled at best. The importance of call handling can be estimated because more than 33% of the customers have agreed to face frustration due to the long waiting time on calling any business. Thus, there is an immediate need for a modern solution that does every bit to handle the customer in the best possible way. Call groups are one such strategy that is helpful for any business.
What are Call Groups?
Businesses are bombarded with several inbound calls daily. Thus, it is crucial to have a dedicated system that can handle all these calls without missing anyone. A ring group or a call group is one such advantageous strategy for inbound calls.
A call group prepares a dedicated group of executives that can answer the incoming inbound calls. Thus, irrespective of the single line or multiple line systems, a group is available at all times to answer the incoming calls. The businesses have the chance to select this ring or group based on experience or requirements.
Call Group Patterns
The top three call group patterns that can be employed at your business include:
- Sequential Ringing Call Group: All the agents or representatives associated with the group receive rings one at a time in a predetermined order. This is ideal for start-ups and small businesses.
- Cyclic Ringing Call Group: It follows a cyclic ringing pattern. The call is routed to the first agent and sent to the second if the first agent doesn’t answer it.
- Simultaneous Ringing Call Group: It works on a first-come, first-serve basis. Calls are sent to all members of the ring group that anyone can answer. It is ideal for big businesses.
Why Do You Need Call Groups for Handling Calls at Your Business?
Companies want to provide the best to their existing or potential customers. Thus, there are many reasons that you must switch to call center software. Some of the best benefits include:
Reduced call waiting: No customer wants to go on long hold periods. The call groups are just the right recipe for catering to your customers without delay. The ring groups decrease call waiting, speed up the customer care process, and help businesses gain positive rankings on customer experience. Thus, you can avoid the leakage of leads to your competitors by managing inbound calls.
Enhanced call distribution within the team: It is time to optimize your workforce to serve your customers better. The call center software works in the right direction by automatically distributing the calls to all ring agents. Thus, all your sales or customer care agents feel motivated and optimistic about the work distribution.
Further, this call distribution ensures that the right call gets connected to the right representative from your organization. Customers will feel happy when they are sure about the issue handling and resolving techniques of your ring team. Thus, an effective call distribution creates high levels of positivity within an organization.
Manage Higher Call Volumes Easily: E-commerce and retail companies have specific call volumes on particular days. Thus, any call management system must cater to these specialized needs of the business. Many businesses crash ahead of these call volumes due to lack of training or the absence of skilled representatives.
The call center software is automatically prepared software that can handle multiple calls for single or multiple days. Businesses get the advantage to optimize the representatives with this effective technology. Many businesses tangle up the entire call management process even with the slightest increase of inbound calls. Thus, call groups come to the rescue of the business when it comes to handling multiple call volumes.
Increase First Call Resolution Rate: It is crucial to give the best to your customers in their first interaction only. The call center software improves the first call resolution rate for your business. It eliminates the frustration and excessive time required in repeat calls. Your customers will be happier than ever when they know that their query is resolved quickly in the first call only.
This reduction in repeat calls further creates a window for your customer service team to stay free to handle new inbound calls.
Call group is a win-win strategy for your organization and customers. The best call center software helps your employees handle your customers in the most effective, beneficial, and affordable way. Say yes to the highly innovative yet straightforward call groups to say goodbye to mismanaged call handling. You don’t have to worry about the costs as it is a highly advantageous one-time investment for your business. It ensures that call handling is easy, effective, simple, and profitable for your start-up, small, and medium enterprises.