If your business communications is powered by VoIP, there are certain key VoIP calling features you absolutely don’t want to ignore.

These include:

Inbound Rules/Call Routing: Inbound rules allow you to route inbound/incoming calls to specific locations based on a number of factors. For example, calls from certain callers can be routed to an extension while that from other callers can be routed to an interactive voice response (IVR) or a queue.

With 3CX for example, you can route calls based on the caller ID, the DID number, or the main trunk number.

Using this feature, enterprise clients could be routed to a system where they always get priority support from a live agent while other users could be routed to a system where they have to deal with an IVR. This means only urgent issues can be routed to a real life agent meaning support can be provided to those that need it most.

Call Reporting/Analytics: One of the major advantages of using VoIP is that you have direct access to analytics and reporting on calls made via your system. This helps you monitor both individual and collective agent performance and ensure customer satisfaction.

You can review a wealth of data that includes information on unanswered or abandoned calls, the average talking time, queue callbacks, average queue wait times, and call distribution data. This gives you access to granular information about the performance of your agents and allows you to make necessary changes to enhance customer experience and satisfaction.

Interactive Voice Response: Just as the name implies, an interactive voice response (IVR) lets callers interact with your company’s system using voice menus. Using pre-recorded customized greetings, an IVR gives callers an opportunity to have their issues resolved without necessarily speaking with a live agent. In the event that the IVR is unable to resolve their issues, you can give them the option to be transferred to an agent.

Using an IVR significantly reduces the calls your agents have to deal with while giving callers alternative means to have their issues automatically resolved. Should a user need to speak directly with an agent, an IVR allows you to filter each call so that users are directed to the right department.

Call Recording: Sometimes, you want to go beyond simply looking at the data and “joining in” on a few calls to see exactly how your agents interact with customers. The call recording feature allows you to record and analyze individual calls in order to rate and better direct your agents on how to interact with callers.

Call Queues: The ability to queue calls is very essential for a big business, or a growing business that receives a lot of simultaneous calls.

If your organization receives a lot of calls, you can use the call queue feature to put callers in a queue until their call is transferred to the next available agent instead of then bounce or go unanswered.

Posted on October 16th, 2020 by Bamidele Onibalusi, Freelance Writer