Time of Day Call Routing
Available with AVOXI Core and Smart Queue, time of day routing allows businesses to route calls based on operating hours. For example, say a company has a customer care center in the United States that is staffed from 8 AM to 6 PM. They also have a call center in the Philippines that is staffed for the remainder of the day. AVOXI can seamlessly redirect calls to the appropriate destination based on time of day.
- Route calls to different locations or devices based on time of day
- Never miss an important customer phone call
- Adjust time of day routing settings instantly in the User Portal
How Time of Day Routing Works
All businesses have regular business hours – but what happens with those after-hours calls? Time of day routing of toll free calls can be a very effective tool for managing these types of free phone calls. An office or a call center could route toll free calls to a specific number or perhaps an overnight call center. This enhances customer service by ensuring that a customer has 'live' interaction with your business instead of leaving a voicemail or simply listening to a message directing them to call back the next day during regular business hours.
Another scenario that is common is the routing of toll free calls to maximize customer service and ensure calls are fielded live 24-hours a day. This service is known as 'Follow the Sun'. Here's how it works - if a company has offices in Los Angeles, London and Melbourne, the calls could be routed in 8-hour shifts so there would always be an office fielding calls. No matter what time zone or location a customer is calling from, he would always get in touch with a live representative.
The end goal of time of day routing is to make sure the maximum amount of calls are handled by live operators. You want to interact with your customers whenever possible. Time of day call routing is the perfect tool to accomplish this.
Learn More about Time of Day Routing
Ready to learn how time of day routing can benefit your business? Talk with an AVOXI VoIP specialist today.
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