At AVOXI, we pay close attention to how our customers interact with the AVOXI Core Portal. While we see a lot of traffic on well-known features like Call Forwarding, we’re always surprised by how few customers take advantage of an essential feature: Time of Day Routing.
To us, Time of Day Routing is a must-have. In fact, you probably won’t find a provider who doesn’t offer it “out of the box” with their cloud PBX service. But, many businesses don’t fully understand how to use Time of Day Routing within their existing communications setup.
In this post, we take a closer look at how Time of Day Routing works in general, and how it addresses a business’ unique communications needs.
What is Time of Day Routing?
Time of Day Routing is a feature that routes incoming calls to different phone numbers or devices based on … you guessed it: what time it is! With AVOXI’s business phone system solution, you create rules that send incoming calls to different destinations from the AVOXI Core Online Portal.
This feature is useful for businesses of all sizes and across all industries. Small startups can use Time of Day Routing to send customer calls to mobile devices after hours—ensuring that they never miss an important call. Large call centers with multiple locations can configure their phone numbers to ring to different locations at different times of day. With these rules in place, your incoming calls always deliver to a location or department that is ready and waiting to pick up the phone.
How Does Time of Day Routing Work for My Business?
Every business is unique. However, most businesses of similar sizes and industries share similar telecommunications requirements. While we can’t cover every type of company, let’s examine several common business models and describe how Time of Day Routing works for each one:
How Time of Day Routing Works for Entrepreneurs and Startups
Entrepreneurship (and even solopreneurship) is a huge commitment. It demands long hours, sleepless nights, and the ability to extract the most from your limited resources. Most startups lack the budget for additional staff to answer incoming calls at all times; yet, they can’t afford to miss even one opportunity.
With Time of Day Routing, entrepreneurs and startup businesses can easily route calls to whoever is available to answer the phone. There’s no need to hire additional staff. Simply configure your Time of Day Routing rules to forward calls to your mobile phone after office hours, and you never need to worry about missing a call.
Time of Day Routing can also make small businesses look larger, since your prospects and customers won’t know that their phone call forwarded to an alternate number.
How Time of Day Routing Works for Small to Medium-Sized Businesses
So, your company graduated from the startup level, and now you’re officially a small business. In just a few years, you’ll make the leap to the SMB (small to medium-sized business) category—if you haven’t already. Now, you can afford to have multiple employees on call in case a customer calls after hours.
Combine Time of Day Routing with the Call Group feature and ring multiple employees at once after hours. You still determine when calls go to an alternate phone number, device, or location. But, you can also choose to forward phone calls to another number that routes to multiple employees at once.
How Time of Day Routing Works for Call Centers
We’ve talked a lot about how Time of Day Routing is helpful for startups and small businesses; but, it’s just as important for larger businesses and call centers. Let’s walk through an example:
Your business has grown at lightning speed, and you now have two customer support locations: one is in the United States, and the other is in India. Your customers call you day and night, but your main office is in the United States, and it’s only open from 7 AM to 7 PM.
With Time of Day Routing, you create rules that automatically forward incoming calls to your United States location from 7 AM to 7 PM. Calls that come in outside of those hours forward automatically to your customer support location in India.
Learn What Time of Day Routing Can Do for Your Business
While most businesses fall into one of the three categories we described above, there are many in between. Contact an AVOXI VoIP specialist to learn how Time of Day Routing can change how your company does business—for the better.
To learn more about Time of Day Routing, see the following content:
- How to Solve Problems with Time of Day Routing
- How to Use Time of Day Routing in a Call Center
- How Much Does Time of Day Routing Cost?