Employees who balance both working from home and in offices (hybrid) have changed how businesses communicate. Employees may work from different offices, from home, or while traveling, but they still need uniform communication with customers and each other.
For businesses with a hybrid structure, having a phone system that can do more than simply make and receive calls is essential, but what are these ‘advanced call management’ features exactly? And how do you know what your team needs?
First: What Are Advanced Call Management Features?
Advanced call management features are any services that enhance basic call and answer functionality. Features include the ability to transfer, hold, park, and queue calls with the press of a button. Businesses can also record calls, listen in, create conferences, and use other features to manage their phone calls.
These advanced call management features provide seamless team organization, improve customer satisfaction, and reduce phone interruptions.
Features include:
- Direct Inward Dialing
- Find Me
- Incoming Caller Identification
- One Button Redial
- Tally Codes
- Voicemail to Email
- Listen In
- Custom Caller ID
- Call Routing Time Frames
- Call Recording
- Call Hold
- Attend Transfer
- 3-Way Conference Calls
- Conference Bridges
- Agents
- Internal Chat / Instant Messaging
- Video Meeting Platform
Benefit #1: Smoother Team Communication
When employees are not always working in the same office, it can be harder to quickly connect with the right person.
Call transfers and call parking allow employees to send calls to the right person without requiring the customer to call back or get lost in the phone system. Call queues can also help businesses manage incoming calls when multiple customers are trying to reach a team at the same time.
Sometimes team members can feel overwhelmed by phone systems, and most people don’t want to hand over their personal number to anyone who asks for it. A VoIP system with advanced features can help the team navigate calls more intuitively.
“Listen-in” and recording also provide extra help with evaluating and improving teamwork.
Benefit #2: Connecting the Right People to the Right Customer
Often customers have a specific team or person that they need to connect with. Call management features help businesses direct those calls to the right employee or department every time.
This can be especially important for hybrid teams. Employees do not have to be sitting in the same office for calls to be transferred, routed, or managed correctly. These tools allow businesses with a hybrid model to provide their customers with consistent, professional, and clean experience. You can even have conference calls without a headache.
Benefit #3: Replace Repetitive Call Tasks
Employees shouldn’t have to spend their time managing every step of a phone call. With features such as call routing, call queues, and call recording, the right system can take repetitive call tasks off of employees’ plates.
Advanced call features using automation can direct people with agents to reach the right person. This allows employees to focus on their customers and the other work they need to get done, while their phone system helps manage the communication behind the scenes.
Every business deserves a phone system that takes repetitive tasks off their employees’ plates.
Built for the Way Hybrid Teams Communicate
Hybrid teams need communication systems that can keep up with the way their employees work.
A business phone system should make it easier to connect with employees, manage customer calls and information, and maintain excellent customer and employee relations from any location.
If you’re looking to implement some advanced calling features, Reolla provides businesses with cloud-based phone and communication tools that give employees more flexibility in how they manage calls. From transferring and queuing calls to recording, listening in, and creating conferences, Reolla helps businesses build the call management tools they need.
And to those in the Lancaster County area, in-person help is provided. But near or far, you’re always supported by our team.
As businesses continue to support hybrid and remote employees, the ability to manage calls from anywhere is becoming an important part of business communication.
Ready to see how advanced call management features can support your team?