Call Management Services Should be Part of Every Business Telephone System by Mahindra Comviva

Why Call Management Services should be part of every Business Telephone System

ÂŠ Copyright Comviva Technologies Limited. 2015

Introduction  Managing calls correctly and effectively is an extremely important aspect of any business.  The term ‘Call Management System’ wrongly creates an impression of multiple calls, call queues and unsatisfied customers.  Having an effective call management system enables a business to service customers effectively and thereby create happy customers in turn.  An effective call management system helps organizations service customers effectively and meet customer expectations well.

Components of a Call Management System  Auto Attendant  Most indispensable part of a business call management system.  Greets the caller, provides them with a list of alternatives that they can chose from and directs them to the correct person or department.  Helps make the best first impression.

 Automatic Call Forwarding  Incoming calls are redirected through a series of alternative devices till they are answered or goes into a voicemail box.  Even during non-working hours or busy hours, the call management system ensures that customer calls do not go unattended.  The chain of forwarding calls depend on the business and the organization can decide who will receive them.

Components of a Call Management System  Voicemail to Email Transcription  A system which saves the time of listening to voicemails by converting voicemails into emails.  Once converted to email, it can help someone catch up with pending work on the go.  Improves business accessibility to a great extent.  Call Management Options  A call management system comes with various call management options like monitor, barge, record, caller id, etc. Monitor helps senior management to keep a tab on conversations going on, through barge, people can interject into a conference call if need be.  All calls going through the call management system can be recorded for future reference.  Caller id identifications helps businesses identify the source of the call.

Components of a Call Management System  Conference Calling  Most telephone management system have a conference calling facility through which innumerable users can speak to each other simultaneously irrespective of their geographic location.  Operating businesses across the globe becomes easier.

Advantages of a Call Management System  Smoother and Effective Operations:  Allows a business to run smoothly.  Takes a headache off the shoulders of management thus helping the business in the long term.  If the call management system is supported by an effective software, the system can be managed by anybody and this saves the business from taking the trouble of hiring manpower for answering various lines.  Efficient Cost Management:  Considering the cost of purchasing a call management service vis-à-vis hiring manpower for handling multiple lines, call management service will always prove to be cheaper. 0  Both the one time cost and the monthly phone bills will also come down.

Advantages of a Call Management System  Support to Business  Provides professional business support to a business.  Comes with user support which helps resolve any query or issues while performing day to day business.  Recording and Reporting  Enables a business to record a call and report it efficiently.  Has long term advantages especially in times of a lawsuit or civil case where old call recordings might have to be replayed.  Helps in fraud detection as well.  Integration with Other Devices  Integrate various other devices including mobiles and tabs so that an all inclusive call management can be achieved by the business.

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