February 13th, 2019

How To Manage Your On-Call Employees With Call Tracking

freelancer call routing

The so-called gig economy has never been so popular. People can choose to work the hours that suit them — often from the comfort of their own homes. They don’t need to commit to set shifts so they can put the needs of their family or primary job ahead of their paying gig.

One area of business that can benefit from this approach is customer call handling. Rather than pay large teams of call handlers on a permanent basis, firms can now pay people to answer phone calls when — and only when — the need arises.

On-call employees are saving businesses of all sizes a huge amount of money every year. Again, these flexible workers mostly operate from home. They are often paid according to the number of calls they handle or how long they’re on the phone. Call tracking software makes all of this possible. You can slash payroll expenses overnight with the help of an advanced telephony platform. It directs incoming calls to the workers best equipped to deal with them. The latest call tracking systems manage calls in four unique ways.

Hunt Group Call Handling

An advanced call tracking system does everything from recording calls to updating CRM software. But before anything can happen, an appropriate employee must be forwarded the customer call. One of the easiest ways to do this is through the use of a hunt group protocol.

While holding in a queue, the call tracking system directs the customer call to a list of numbers in order. If the first number doesn’t take the call within a set time limit, the software calls the next employee’s number. All the while, the customer is on hold (often listening to music or recorded messages).

This method of call handling is ideal if you want calls answered by live agents as quickly as possible. An advanced version of the hunt group call handling system can be used to distribute work evenly across all your remote call handlers. This keeps everyone happy — and happy workers usually lead to happy customers.

Multi-Ring Call Handling

Whether your live call agents are working from home or in the field, you need to know that calls are being dealt with as quickly as possible. If customers are forced to wait for a real person to answer, they may take their business elsewhere.

A call tracking system with a multi-ring function minimizes waiting times for customers. It achieves this by calling all the agents in a queue on every call. The agent who answers first deals with the customer. Other agents who answer hear that someone else is dealing with the call, so they can hang up and keep their line free.

Follow Me Call Handling

Modern business is agile, mobile and unpredictable. Your call handlers may split their working time between several locations. They might start the day in the office, spend the afternoon in the field, and then head home during early evening hours. By using “Follow Me” call routing, you can ensure customers get the very best person to deal with their call — wherever they happen to be at the time.

If the agent doesn’t answer their office phone, for example, the call is routed to their mobile device. If there’s still no answer, the system directs the call to a home number. But this dynamic call tracking function is capable of so much more.

For example, you can decide which of your field-based agents handle calls first. You can also ensure your busiest or most important agents remain largely uninterrupted — unless call volumes are high.

Let’s say you have a veteran field agent whose time is best spent selling to customers in person. You obviously don’t want this person’s time to be taken up with endless customer calls. Instead, you can give one of your more inexperienced field agents the bulk of the calls.

A powerful call tracking platform allows you to set your queue of remote call handlers in an order that suits your business operations.

Directing a Call is Only the Beginning

Call routing and handling features are only a small part of what a powerful call tracking platform can deliver. It doesn’t matter how large or remote your on-call team is, the system continually harvests data in order to generate leads. You can even ensure your chosen CRM system automatically receives pertinent call data.

Despite your best intentions, missed calls are almost inevitable when call volumes are high. When this happens, it’s best to give the caller an opportunity to leave a message or request a callback. Call tracking software such as Caller Insight allows people to leave a voicemail. That voicemail can then be sent to your chosen agents in the form of an email.