3 Tips for Better Incoming Call Management (ICM)

Posted on Wed, Jan 16, 2013 @ 11:57 AM by Carlos Lahrssen

ICMDepending on the size and type of your business, the number of daily incoming calls you receive will vary. However, the way that each call is handled should be a top-of-mind, consistently high-quality process for every sized business.

Effective incoming call management leaves a lasting impression on existing and future customers. It brings your business’ prospects through the sales cycle with a positive experience.

Following are 3 tips that ensure your business does incoming call management right.

1. Segment Your Audiences, Speak To Individual Needs

Disorderly inboxes result in clogged inboxes and wasted employee time. Share messages with the most appropriate callers through select routing options. Find the most appropriate personnel with auto attendant options that help match customers to those who can best meet needs.

If able to integrate ICM software with your existing CRM system, your incoming call management will immediately locate the right person for the client calling (given that he/she is on the company's database)—keeping your business efficient and customers happy.

2. Prioritize Calls

Discover which calls are the most important for your business and prioritize.

Maintain a distinct process for differentiating and handling urgent versus non-urgent calls within your database. Set up calls within a queue that allows for each call to be prioritized based on need.

3. Train Your Team

Ensure all employees handling incoming calls know what to say, how to say it, and the appropriate parties to direct calls to if necessary by providing them with the appropriate training.

Practice makes perfect. Hold training sessions on the incoming call management software upon first installation and after any updates to ensure everyone knows how to properly utilize the program. Consider annual workshops to update processes and keep your team consistent.

Also ensure all employees know how to handle calls during peak calling hours –real-time stats and queuing can eliminate confusion during busy times.

Final Thoughts

You know your audience better than anyone else. Work with a hosted communications provider to set up, evolve and maintain your incoming call management software so that it correctly prioritizes callers based on needs and employee knowledge. 

With incoming call management as a business asset your customer experience will be more direct, simplified and efficient.

What problems have you encountered in handling incoming calls for your business? Share your experiences in the comments section below, or connect with a representative to discuss your specific challenges, and a Nexogy solution, in detail.

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About the Author

Carlos Lahrssen
Carlos Lahrssen
Carlos Lahrssen is president and CEO of nexogy, as well as founder, president and CEO of LD Telecommunications, Inc., nexogy’s parent company. Lahrssen is an industry fan, follower and advocate — stay...read more