What Is Call Management and How Does It Work?

If your business is growing, you may feel overwhelmed by increases in communication needs. Balancing inbound and outbound call services can strain employees, especially if processes lack organization.

Companies facing this level of growth can utilize call management systems to streamline calls and direct clients and customers. But you may be wondering, what is call management?

What Is the Meaning of Call Management?

Call management is a processing system used by companies across various industries to handle the flow of inbound calls. In-house, remote, or third-party call centers can all handle call management services.

Companies utilizing third-party call centers typically require extensive training to ensure the service providers can handle the needs of existing and prospective customers. Call management is not traditionally used to find marketing leads or other outbound services.

A company may use call management for the following inbound services:

  • Customer service: Assisting customers with basic information about products or services, or navigating a company’s website
  • Help desk: Interacting with customers to solve issues pertaining to a company or its products
  • Taking orders: Processing purchases, used instead of or alongside automated order processes
  • Technical support: Managing product-specific issues, requires technical knowledge
  • Answering services: Taking inbound calls, obtaining introductory information from customers, and performing transfers

It’s difficult for one individual or even a team to handle all of these needs on their own. Call management improves communication, resulting in increased customer satisfaction and better employee motivation.

call management

What Is a Call Management System?

The term refers to the specific technology used by a company to handle and process inbound calls. Call management systems can route calls at particular times of the day based on the availability of employees or agents. This system can also route calls to different call centers or groups during peak hours or when companies offer 24/7 service.

Some of the standard features of a call management system include:

  • Call recording: Used to record calls to review employees and business practices
  • Call tracking: Used to provide customer representatives with caller data, such as their location
  • Call presentation: Used by agents to receive or forward calls manually or automatically
  • Call reporting: Used to track agent metrics in real time and in the past
  • Automated call distribution: Used to transfer customers to different agencies and services
  • Automated interactive voice response: Used to respond to customers in a clear and hands-free way
  • Call queues: Used to signify when customers are waiting for representatives
  • Call processing service: Used to route calls to the correct locations

How Do Call Management Systems Work?

Call management systems’ functions link together for a seamless experience. A service map can visualize the different functions.

When a customer calls into a company that utilizes a call management system, the first step of their journey is often communicating with an automated voice response system. The customer can issue a command based on their needs, which routes their call to the proper department.

Call management systems can route calls in several ways:

  • Through a dialed number identification service (DNIS), which shows the original number a customer called to connect them to the right destination
  • Through an automatic number identification (ANI) service, which automatically connects specific customers
  • Through automated call distribution, which requires customers to press keys or speak commands that correlate to different departments
  • Through customer identification to expedite call distribution by tracking data

While the functions of a call management system may seem automated to a customer calling in, using such a system is often an intentional and thought-out decision made by company leaders. When employees can’t handle the volume of calls effectively, relying on additional resources can provide a better customer experience.

What Is the Importance of Proper Call Management?

Proper call management prevents dropped or lost calls caused by inefficiency or human errors. The process ensures that call queues receive proper attention and each call gets directed to the right department. Additional advantages of effective call management include:

Prioritizing Multiple Calls

Call management systems that use round-robin routing direct calls to available agents, preventing them from trying to handle multiple clients simultaneously. Each agent can focus on one client and their needs at a time, reducing strain while providing a better experience for the customer.

Employee Tracking and Evaluation

Call recording systems and post-call surveys evaluate each employee’s performance. A call management system can track employee behavior, habits, call time, and customer satisfaction. Using this information, employers can assess when to provide training to specific employees or change the routing system.

Increased Sales

Since call management systems process calls faster and more efficiently, customers are happier, boosting sales and customer loyalty. A happy customer may also refer others to your business, particularly if they have had a positive experience.

Optimize Call Management with ROI Solutions

When a customer dials your number, you want to be assured that calls reach the right place and customers receive a high level of support. You can achieve these goals while optimizing call management through a partnership with ROI Call Center Solutions. Contact us to discuss our customized call center services and how they can transform your communication strategy.

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About the Author: Han Butler

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Over the course of his tenure at ROI Solutions, Han Butler has led the charge on creating a company that is truly a leader in the Business Process Outsourcing (BPO) industry. His drive, and enthusiasm for creating a culture of inclusion, and camaraderie from the top down within ROI is only exceeded by his love for his family, and his ever-growing collection of LEGOs. Through his keen eye for creating value and opportunity, Han has been able to help usher in an unprecedented era of revenue and growth for ROI Solutions.

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