Regardless of the size of your business or the type of product or service you offer, you want your customers to be able to reach you whenever they need to. But as much as you’d like to take every call, you and your employees will not always be in the office 24/7. This is exactly when advanced call forwarding comes into play.
One of the most useful features available in hosted Private Branch Exchange (PBX) systems, advanced call forwarding lets you forward incoming calls to an alternate phone or mobile number when you’re out of the office. This enables you and your employees to stay connected and ensure that you never miss out on business opportunities.
Let’s take a look at some of the techniques to use call forwarding to boost your business:
- Route calls based on time or day
One of the most commonly used call forwarding techniques is routing calls to a specific number or location depending on the time of the day or day of the week. And the best part is that the call is routed without the caller knowing he or she is reaching a different number. For example, your business can create a rule that forwards all after-hours incoming calls to a mobile phone. Or you can also route these calls to an outsourced support service in a different location (especially for technical support or customer services issues). This ensures that no call goes unanswered, which spares customers the frustration of having to call back again the next day.
- Set up find me/follow me calling for remote workers
Employing remote workers brings several perks and a few downsides to companies. And perhaps one of the biggest downsides is that it is not often easy to track remote workers as they may not always be at their desk available to take calls or may be in transit. An excellent solution to this is activating the find me/follow me calling feature.
Find me/follow me is a staggered call forwarding option that lets employees receive calls at multiple numbers, ringing simultaneously or in sequence. For instance, if an employee activates this feature the incoming calls that go unanswered at the default number (desk phone) will be forwarded to other numbers on the list (such as a home phone and mobile phone), in an attempt to “find” the employee. The final step of the call is that the caller is sent to a voicemail in case there is still no answer.
- Prioritize top customers
Most hosted PBX solutions also give businesses the option to prioritize top customers and clients. Based on the caller ID you can choose to take an important call wherever you are or choose another associate to take these VIP calls. VoIP provider RingCentral, for instance, allows users to configure answering rules so that specific inbound phone numbers are automatically directed to a specific number or extension. Users also have the option to only allow specific contacts to reach their number during off-hours, holidays, and certain times of the day. This lets you provide premium service to your most valuable clients regardless of the time or your location.
Advanced call forwarding gives businesses a huge competitive edge by helping them manage calls with ease. No more missed calls, frustrated customers, or lost opportunities.