Blog

Wouldn’t it be nice to know where most of your prospects are located? Or, what marketing and social channels they use frequently? Call analytics is one way to gather this information based on your inbound call reports. With this information, you can streamline your marketing efforts to ensure your brand reaches your ideal customers wherever they are looking and shopping.

Here’s a quick overview of how call analytics work, what data your business can hope to collect, and how you can use that information to improve sales.

How Can Call Analytics and Reports Benefit Your Business?

Call analytics uses call reporting and tracking to help marketing and sales teams identify revenue opportunities and optimize their marketing efforts. When you track and analyze where your business calls come from, you can identify how customers and prospects find your brand and what prompts them to interact with it — whether calling to inquire about a product or make a purchase.

To get call analytics, you will need to subscribe to a cloud-based phone service provider that offers call records and call tracking software.

What is Call Analytics?

Call analytics is the measurement, analysis, and reporting of voice and phone call data. It refers to call reports containing data that you can use to analyze marketing strategies.

Marketing and sales teams within a company can use call analytics to understand customer behaviors and preferences, and optimize marketing and sales campaigns accordingly.

Most cloud-based phone service providers will offer you call analytics and reports along with their service. If you are a Global Call Forwarding customer, you can view and download call detail records (CDRs) in your control panel under Billing & Payments > Invoices. You can then use this information to streamline marketing and sales.

What Data Can You Collect with Analytics?

To understand customer preferences, prioritize campaigns, and optimize your business’ messaging, you need the right data. Call reports and analytics are only as valuable as the data you collect through them. With most call reports, you can collect the following data:

• Caller’s phone number
• Day and time of the call
• Duration of the call
• Geographic location the caller called from (caller’s location)
• Original number the caller called (call forwarding number)
• Device the caller used to engage with your marketing campaign (mobile, landline)
• If the call was answered or missed
• If the call went to voicemail
• Whether the caller is a new or repeat caller
• Marketing channel that led to the call (landing page, social media platform, billboard, etc.)

In some advanced services, you may even have access to:

• Channel, campaign, ad group, keyword, and webpage that drove the call
• How long the caller waited on hold
• If the caller abandoned the call
• The call’s lead score, on a scale of 1 to 10, based on the conversation
• If the call resulted in a sale or appointment
• If a CX issue occurred on the call

Your business may not need to collect all this data. So, before you invest in a call analytics solution, it is a good idea to determine what you need this solution to do and what goals you plan to accomplish with the data you collect.

Which Industries Use Call Analytics Solutions?

Any industry that uses inbound voice calls to gain new customers and retain existing customers can use call analytics and reports. These calls could be customers calling to inquire about a product or service or customers requiring assistance with a product or service. And so companies in the following B2B and B2C industries can benefit from a call analytics solutions:

• Automotive
• Business services
• Ecommerce and retail
• Education
• Financial services (banks, online banks, insurance, mortgage, investment)
• Home services
• Lead generation and marketing services
• Real estate
• Technology and telecom
• Travel and hospitality, and the likes.

Even if your business does not fall under these categories, you may want to look into the benefits of tracking where your calls come from and how you can use that information to improve targeting and marketing.

Call Analytics Features

There are a few different ways to gather call analytics data — reports, recordings, transcripts, and so on. Here are the top call analytics features where most of your call data and customer information resides.

Advanced Reporting and Call Detail Records

Call records are a crucial feature of call analytics and call tracking. This is where you can gather quick details about the calls coming in, such as the caller’s phone number, caller’s location, what number they dialed, duration of the call, date and time of the call, and so on.

As mentioned above, advanced reporting will give you more details about your caller and lead. You can view which channels and marketing campaigns are bringing you the most leads. For instance, you can determine if your website is attracting more business or your social media campaigns. This data can then inform your next marketing and sales strategy to improve your conversion rate.

Call Recording

A call recording software lets you record incoming and outgoing calls and store the records for up to 6 years. This way, you can listen to conversations and gain insights into customer behaviors. For example:

• What are most customers looking for when they come to your business?
• What are some common customer complaints?
• How did customers find out about your product or service?
• What are customers expecting from your teams?

Your agents can also qualify leads by going back in and replaying the conversation and preparing customized follow-up questions and tactics that will help nurture the customer.

Another benefit of recording calls is the ability to analyze them later for quality assurance. How are your agents and reps representing your company on these calls? What can they do to increase conversions? What patterns and tactics work and which ones fail?

Call Transcripts

An alternative to call recording — and at times, a complementary solution — is using automated call transcripts. Most providers will offer you both call recordings and transcripts so you can choose to listen in or simply read and scan through the transcripts.

With call transcripts, you can get a visual idea of what is happening within your business calls. Additionally, you might even be able to search for specific keywords or keyphrases through these transcripts to focus on specific issues.

Call transcripts paired with recordings, that capture tone and inflection, can help managers get comprehensive visibility of what happens within customer calls.

Related: Call Monitoring: What Is It and How Does It Work?

Lead Scoring and Qualification

Some advanced call reporting tools will also let you track the quality of your leads and where your best leads are coming from with automatic lead scoring. This is a relatively new technology that would allow you to quickly view priority leads.

What Can You Do With Call Analytics?

Your business can use call analytics and detail records for a variety of reasons. But the main benefits include:

• Understanding customer behavior and preferences
• Gaining insights into customer pain points and complaints
• Optimizing brand messaging and creating targeted marketing campaigns
• Improving overall marketing and sales effectiveness
• Training new employees and enhancing quality assurance
• Increasing profitability and saving time

Let’s look at these benefits in more detail.

Using Call Analytics for Call Tracking

You can track incoming calls by using different phone numbers for various campaigns and channels. With call forwarding, you can then have calls made to these numbers forwarded to your main office or customer service line.

Call detail records will list the number the caller dialed to connect to your business as the calls come in. This type of international call tracking will let you know which region, country, or campaign drove that call.

You can use local and international phone numbers to track local and international calls and key global call metrics. This will help you identify which countries and marketing campaigns are bringing you the most customers.

Improve Marketers and Sales Campaigns

Call analytics features such as call recording and call transcripts can help you understand what patterns, tactics, and messaging helped convert an interested prospect into a customer. You can also understand what customer pain points are shared within your target audience and what they expect from your business.

You can use this information to optimize marketing messaging and create effective drip campaigns that will help drive conversions.

Train Employees and Improve Quality Assurance

You can use analytics to evaluate how your employees and agents are performing on business calls. Furthermore, you can use it to train new employees by identified tactics that are successful. You can also look at reports and recordings to improve quality assurance so that your agents represent your brand in the right way.

Identify Profitability and Saving Time

With all the above tools, you can use call analytics and reports to identify good leads and lucrative marketing opportunities. This will help you drive more promising and qualified leads to your business as opposed to weaker leads. Use call analytics to save time chasing the wrong leads and improve profits by focusing on high-quality leads.

Using Call Records to Improve Caller Experience

Call analytics and reports can help your business enhance caller experience when a customer or prospect reaches out to your business. And it can also bring your business more relevant and qualified leads. If you do not have a call analytics solution in place, it is easy to get started.

Global Call Forwarding offers call detail records for each phone number and line you use with us. You can easily access this data from your control panel. Want to learn more? Speak with your account manager. Not a Global Call Forwarding customer? Sign up today or chat with our representatives to learn more!

The growth rate for call centers and contact centers continues to rise, with more businesses looking to outsource their sales and customer service. And with advancements in telecommunications and global telephony, it is easier than ever to increase profits and revenue with a contact center.

But this is harder to achieve with outdated and vulnerable technology. With the right legacy contact center modernization, you can transform your contact center into a customer experience center.

What is Legacy Contact Center Transformation?

Legacy contact center transformation or modernization is the process of replacing or modernizing legacy phone systems and contact center technologies with new, modern ones. For most businesses, this might mean switching over to a cloud-based contact center software or using contact center as a service (CCaaS).

When you upgrade or transform your contact center, you set your company and your employees up for success. This is because you use modern technology to improve quality and scalability. And you pay for the contact center tech you need with flexible terms.

Need for Legacy Contact Center Transformation

The primary purpose of a contact center is to offer customer service and sales support to different businesses. As your contact center adds on new clients and companies, you will need advanced technology to support your teams.

For example, you may onboard clients from different countries or who have customers spread across globally. In this circumstance, you will need to provide customer service and sales globally. Legacy systems may support global coverage, but they are not as cost-effective as cloud-based solutions built for virtual and global scalability. The same goes for contact centers that want to offer remote or hybrid work capabilities. Cloud-based solutions are easier to manage than traditional legacy systems.

With legacy systems, you will:

• Need to purchase, install, and maintain heavy-duty hardware
• Run your contact center on outdated technology
• Enter long-term contracts and overpay for basic, essential services
• Lack flexibility and scalability to support your remote, flexible, and global teams

This is why many businesses are gradually switching to cloud communications solutions.

What Does Contact Center Modernization Look Like

With legacy contact center transformation, you open up new avenues of growth and modernization within your business.

Advanced and cloud-based technology
Cloud contact center solutions come equipped with modern features and tools to help your teams do their jobs well. Use SIP trunking to make high-quality voice calls and route calls automatically to the correct department or employee based on preset rules. Forward calls internationally without paying high international calling rates.

Local, remote, and global teams
You have the opportunity to bring in advanced technology and features to support your local, remote, and global teams. You can offer services in neighboring countries as well as remote locations without increasing your budget. This lets you offer your customers more varied solutions.

Benefits of Contact Center Modernization

So, why do you need to transform your contact center? Here are some key benefits of investing in legacy contact center transformation for your company:

1. Newer systems come with advanced features and improved functionality
Use fast and updated technology to offer high-quality service. Gain access to multiple advanced and premium features and functionality to manage your contact center as you want to.

2. Easier to install and maintain
A cloud-based contact center is quick to set up and does not require additional hardware or software to run. You can, therefore, get your teams up and running with little to no downtime, whether they work in-office or remotely. Additionally, you do not have to worry about maintaining and updating your contact center tech as the provider takes care of those factors.

3. Enterprise-grade security and reliability
Since they are not always updated with modern security measures, legacy systems have security vulnerabilities that leave them prone to cyberattacks. But with new technology and software, you can expect improved security and encryption that will keep your contact center and customer data safe.

4. Unlimited scalability to let your contact center grow efficiently
Modern contact center solutions are designed to help your business grow easily without incurring more expenses. This means that you do not need to buy additional services or equipment to add new lines, support larger call volumes, or offer services in different regions. You simply add them to your existing system and not worry about downtime. Adding them to the existing system lets you control all communications in one place through one provider instead of dealing with multiple service providers.

5. Reduce contact center costs
By bundling contact center technologies, you can save on hardware and software costs. Additionally, your business can save on the high cost of dealing with cyberattacks and retrieving lost data with increased security.

Cloud contact center providers will also help you expand your reach beyond geographic borders with low-cost local and international toll free numbers and international call forwarding. This means you can scale your business easily without crossing your budget.

6. Access to integrations
In the name of efficiency, modern phone system solutions let you integrate your business communication system with other business tools so that your users can access all important information in one place. This enables them to be more productive and efficient and leads your contact center to drive desired results.

7. Set your staff up for success
Your teams can use various features to create a custom phone system that works best for your needs. Modern contact center solutions help them do their jobs without any hiccups or issues. Through this, you can support your local, remote, and international team with the right technology and resources.

How to Transition from a Legacy Contact Center

According to a recent report, nearly all IT buyers and decision-makers plan to modernize IT infrastructure to increase operational efficiency. However, IT teams face increased pressure to strike the perfect balance between supporting key services, aligning with the budget, and setting up a foundation that is forever-scalable. And so, a lot goes into deciding how to modernize your legacy infrastructure.

To transform your contact center into one that supports your employees and customers effectively, you first need to develop a plan of action. This entails how you will modernize your system, what provider you choose, and when you will begin the process.

1. Consider Important Factors

Before you set out to transform your legacy contact center, you first need to consider a few key factors:

1. Workload and IT architecture — What is your current communication infrastructure? What areas can benefit from modernization? Audit existing technologies, software, hardware, location of teams, and so on. This will help you determine each department’s value and functionality and how you can use modernization to improve ROI.

2. Operational changes — Next, look at your existing workflow. Where can you optimize processes and productivity? What new technology do you need to achieve these changes? Get feedback from your teams and employees to determine how you can use modernization to help them become more efficient.

3. Finances — Then, evaluate your budget. How much can you spend on this upgrade? You will notice that upgrading your contact center will prove cost-effective in the long run, when compared to using legacy systems. But it is a good idea to keep track of what needs to be updated and what takes priority within the budget.

4. Security and reliability — Next, what security measures do you want your communication infrastructure to have? How does your new provider protect from data loss and cyberattacks? Discuss with your internal IT team to understand what to expect from your new contact center technology.

5. Prepare for possible downtime — Finally, you will need to plan for possible costly downtime and impacts on business continuity. You can discuss a timeline of the upgrade with your IT team and contact center provider to get an idea of how long the process will take and how you can prepare for any disasters and upgrade smoothly.

2. Choose a Cloud Contact Center Provider

The next step is to research and find a cloud contact center provider to help you achieve your modernization goals. Use your audit to identify the changes, features, and technology you need from your new contact center.

Then shop around to see what most providers offer. Compare different providers based on:

• Features and services they offer,
• Extent of global reach,
• Pricing options and flexibility,
• Contact center migration process,
• Responsive customer service and technical support,
• Customer reviews and testimonials.

Then, analyze each provider and decide on one that fits your needs and budget.

3. Weigh Your Options

Next, consider how you will conduct the digital transformation. Will you switch over entirely or in parts? This again warrants a conversation with your provider and internal IT team; together, you will have to determine the best solution for your setup.

1. Complete Replacement
Migrate in a single move. All solutions, telephony, and agents are moved over to the new system at the same time.

Pro tip: Use this solution if your current systems need an urgent upgrade or you want to consolidate multiple vendors into one platform.

2. Phased Migration
Migrate one solution at a time. You may first migrate telephony (inbound and outbound voice), then digital services (email and live chat), and then self-service (knowledge base and automation), or in an order that works for you.

3. Phased Telephony
Switch in parts. Some agents continue to use the legacy system and solutions while others switch over to the new setup. Then, once the others have successfully switched over, the rest of the agents can switch over too.

Pro tip: Use phased migration if you are not ready to switch over completely and don’t want to risk costly downtime or losing data.

4. Begin Your Contact Center Migration

Once you’ve settled on a provider and a migration plan, you can start the process of transforming your contact center. Prepare your employees by informing them of upcoming changes and training that may be required. Create guides and tutorials that will help them onboard quickly. Let them know what the disaster and backup plan entails and who to reach out to if something fails.

Transforming Legacy Systems with Global Call Forwarding

Global Call Forwarding is a cloud-based global telephony provider that provides businesses with phone system solutions. We can help you get cloud contact center solutions and create a phone system that is flexible, scalable, and efficient. Want to learn more? Speak with our telecom experts today, or chat with us online!

Looking to transition to cloud communications? Cloud contact center solutions are designed to help businesses with effective call management, call monitoring and analytics, global expansion, and more.

Understand what a cloud contact center solution is, how it works, and how it can benefit your business.

How Do Cloud Contact Centers Work?

First, what is a cloud contact center?

What is a Cloud Contact Center? A cloud contact center is a comprehensive set of cloud-based tools and services for business communication. These tools can be used by contact centers and service teams in medium-large organizations that need multiple communication channels, advanced call management, remote communication management, reports and analytics.

They are also known as cloud-based contact centers, virtual call centers, and cloud call centers.

A cloud contact center offers various cloud-based solutions for phone service that offer more control over business communications. With these solutions, you can manage your calls and agents, conduct performance analysis by tracking data and metrics, and improve overall customer satisfaction.

These contact centers work over the cloud; that is, they need an internet connection. This allows businesses to access and use cloud contact center features from any location, enabling remote work and global expansion.

Choosing Between Cloud-Based Contact Centers and Traditional Contact Centers

Which is more suitable for your business call center software? To make a decision, you first need to understand what each type entails and the service and costs of each. Let’s look at the difference between a cloud-based contact center and on-premise software:

Cloud Contact Center: Top Features

Cloud-based contact centers come with various features, tools, and services designed for call management and customer support. You can customize and personalize these features to meet your business’ exact needs. Here are the top features of a cloud-based contact center:

Access to Cloud Phone Numbers

Choose from a large inventory of cloud phone numbers available from around the world. These numbers give callers (your customers) a chance to call for free or local calling rates, even if they are located in different countries. This is because of international call forwarding (more on that below).

Global Call Forwarding offers virtual phone numbers from more than 160 countries around the world. You can get:

• Toll-free numbers
• International toll-free numbers (ITFS numbers)
• Local phone numbers
• Mobile numbers (for certain countries).

Buy cloud phone numbers for your contact center and offer global customer support over the phone. Customers from other countries can call your business without worrying about paying high long-distance calling fees.

International Call Forwarding

An international call forwarding service lets businesses forward or re-route incoming international calls to any location in the world. For example, your company is headquartered in New York, but you have a large client base in Mexico. Your Mexican customers can call your Mexico toll-free number, and you can have these calls forwarded to headquarters in the US. This way, customers get to contact you for free, and you get the call where your customer support teams are located. And no one pays international calling rates!

Advanced Call Routing

An advanced call routing feature offers you multiple ways and strategies to forward inbound calls. You can set rules beforehand to manage incoming calls during specific times or heavy traffic periods. You can have calls routed to different locations, offices, and employees. Or have calls ring on multiple devices simultaneously or run through a set sequence. There is a lot to play around with—the key is to identify what routing strategy works best for your business. Here are some key call routing strategies:

• Time-based routing
• Geo routing
• Skill-based routing
• Simultaneous ring
• Sequential forwarding
• Holiday rules

Learn about the benefits of advanced call routing for your contact center.

Hosted Call Recording

Use a cloud call center recording software to record incoming and outgoing calls. No additional recording software or equipment is needed. You can save these recordings on your computer or in the cloud for future reference. There are many benefits of recording business calls; these include:

• Easy record-keeping
• Monitoring quality assurance
• Studying customer preferences and behaviors
• Protecting from liabilities and misunderstandings
• Recording important transactions
• Conducting employee or agent performance analysis
• Adhering to compliance requirements in specific industries and sectors, and so on.

Cloud IVR System

An interactive voice response system or IVR lets you introduce automation within your customer service efforts. The automated voice system answers incoming calls, identifies the purpose of the call, and proceeds to assist the caller. It may provide the caller with a menu of options, pre-recorded messages packed with helpful information, or transfer the caller to the correct department or agent.

You can get a highly customizable IVR system — like the one at Global Call Forwarding — to manage and route calls effectively. Set up rules for routing and forwarding. Add custom greetings and messages to highlight company updates, new hours, new products, service issues, etc.

Outbound Calling

Customers are less likely to answer out-of-state or international calls with caller IDs they don’t recognize. You can use an outbound calling service to increase global coverage and make your customers comfortable answering your call. This is a turnkey solution to help businesses make long-distance and international calls with custom caller IDs.

Softphone Apps

A softphone — also known as a contact center dialer — is an app you can download on your phone or desktop and use as a dialer. You can make and receive business calls with your business phone number instead of your personal number. Softphones are designed to help you make calls, update contact history, access voicemail, transfer calls to other employees, and more, all from the comfort of your devices.

Check out our GCF softphone and how it can help your employees connect from any location and maintain business continuity.

Automated Callback Options

Automated callback options make it easy for your business to connect with customers who cannot easily reach you. These may be customers in remote locations or web visitors who would benefit from your business calling them instead of waiting in long call queues.

Global Call Forwarding offers two types of automated callback services — CallMe Click and CallMe Trigger — to help you connect with your international customers. Customers either submit a short form on your website (CallMe Click) or call a trigger number (CallMe Trigger) to receive an immediate callback from your business.

With our high-availability network and global coverage, you can convert more prospects and web visitors into customers. Reduce friction and improve customer experience by making your business more accessible to interested customers.

5 Benefits of Cloud Contact Centers

There are reasons why companies (small and large) are moving their communications to the cloud — from reducing costs to getting access to better and more advanced services. So, how can your business benefit from a cloud contact center solution?

1. Improved Call Management

With various cloud communication tools, you can design and control the way incoming calls come into your business. You can route calls in a way that works best for your needs. During high traffic periods, you can set up call forwarding rules as backups if your main office is busy.

Or, you may route calls to specific locations and regions to meet your customers’ preferences (language, time zone, culture, etc). Try out different routing strategies to find one that supports your business’ call needs.

2. Increased Global Coverage

Virtual phone numbers make it easy to connect with global customers for low calling rates. By getting access to cloud phone numbers from more than 160 countries worldwide, you can take your business to new markets and increase your global coverage. And your business does not need to be in these regions to do business in them.

Additionally, when you use local and toll-free numbers, you allow customers to call your business for free or local calling rates, even if your business is located internationally. All of this makes your business more reachable to global customers and increases your international sales.

3. Workforce Flexibility

By using cloud contact center solutions, your business can open up to remote working and telecommuting options. You don’t need to stick to hiring and working within your geographical boundaries. Look for and hire talent in other countries and keep remote teams connected efficiently with virtual communication tools.

4. Scalability and Growth Support

The best part about cloud contact center solutions is that you can grow your business at your own pace. As you grow, you can add or remove additional lines and services to meet your needs. Get new numbers for new markets. Adjust call forwarding and routing rules to align with your customer support goals. Pay only for what you need and when you need it.

4. Uninterrupted Business Continuity

When you experience a power or internet outage or your office is affected by a disaster, a cloud phone system can prove useful. You can route calls to another office location, remote employees, or to your smartphone instead. This way, business can continue without interruption.

5. Low Costs for High Quality

Finally, by switching to the cloud, your company can cut down tremendously on communication-related costs. This is because you don’t need additional or special equipment to run a cloud contact center software. And since you can enter new countries and regions virtually, you do not need to open multiple office locations.

Another advantage is that you can access multiple communication tools within this one software. So, you do not need to subscribe to multiple services for your business communication needs.

Need Cloud-Based Phone Solutions?

Get cloud contact center solutions for your business today! Speak with our experts to understand how our features and services can support your communication needs. Call us at 1 (888) 908 6171 or chat with us online!

Want to offer your customers support and sales in the time and location most convenient for them? You can use geo-routing to route incoming calls to the closest location or based on the caller ID. This way, you can match the call with the nearest customer support center in the closest time zone and region.

What is Geographic Call Routing?

Geographic call routing — also known as geo-routing, caller ID routing, and location-based routing — is an advanced call routing feature. Call routing is a cloud phone service feature that answers calls and routes callers to specific phone lines, extensions, or locations based on pre-set rules. With geographic call routing, these calls are routed based on the caller’s phone number and area code. And you can route calls to:

• Business’ closest location
• Centralized call center
• Company hub
• Satellite offices
• Remote agents located in specific regions
• Locations needing more business, and so on.

How Does Geographic Call Routing Work?

There are a few different ways you can set up geo-routing for your business. You can route calls based on location by either:

1. Automatically routing calls based on the country code and caller ID, or
2. Asking callers to select their location from a preset menu.

You will need to use a cloud IVR (an automated voice response system) or auto-attendant to manage incoming calls. You can then set rules for the system to follow and route calls accordingly.

Based on how advanced your IVR is, you can set it to recognize the country code of incoming calls and then route calls to a predetermined location where your employees or agents can answer the phone and assist customers.

Alternatively, you can set up the IVR system to ask callers to type in a number that corresponds to their location and have the IVR route the call to the nearest office location or service center.

Basically, with geographic call routing, you get to choose which areas or regions route calls to which locations, satellite offices, or call centers.

Who Can Benefit from Geo-Routing?

Geographic routing is ideal for companies with multiple locations or a large global customer base. It helps connect customers to agents or employees in their time zone, region, and language. This helps further improve caller experience as callers get assistance matching their time and preferences.

How to Set Up Geo-Routing?

Global Call Forwarding offers various advanced call routing options such as time-based routing, geo-routing, skill-based routing, simultaneous ringing, and sequential forwarding. These features come included with our cloud phone number plans, and so you do not need to purchase additional services.

You can get and set up geographic routing for your business with Global Call Forwarding in a few steps:

1. Get cloud phone numbers for target countries and regions.
2. Log in to your control panel.
3. Choose a phone service line and click on Settings.
   
4. Select Call Forwarding.
5. Then, click on the IVR and Manage IVR Applications. This will take you to our IVR Manager.
   
6. Click on Create New Application.
   
7. Then, under Advanced Actions, choose Caller ID Routing.
   
8. Set up a new rule to route calls based on caller ID.
   

5 Benefits of Geographic Call Routing

But why should your business consider routing calls geographically? Advanced call routing features such as geo-routing have many benefits, from improving caller experience to offering advanced call management solutions. Here is why your business should consider getting geographic call routing for your business communication system:

1. Simplified Call Process

Since callers are automatically routed to the right location or agent, they do not need to be manually routed or transferred. In other words, no talking to the wrong people and getting bounced around. geo-routing reduces the number of interactions by letting the caller reach the right destination on the first try. This also means reduced hold times and less waiting for your customers.

2. One Number for Multiple Locations

Geographic call routing is a good solution for businesses with customers and locations in different parts of the world. Instead of using multiple phone numbers for each region, you can simply use one number and forward incoming calls to the most appropriate locations.

3. Offer 24/7 Global Customer Support

By routing calls based on the caller’s location, you can extend customer support hours by adopting a follow the sun support model. Such an approach lets you route calls from one location to another during different times of the day and based on the caller’s location.

As such, you can route calls coming in from one region to your customer support team in that region or time zone instead of your primary support center. This way, you offer support outside regular business hours, and your reps won’t need to work overtime to manage after-hours calls.

This allows your business to offer customer support globally by letting incoming calls route to the closest customer service or sales teams instead of your headquarters.

4. Local Call Reports

You can also use geographic call routing to get localized call reports. Track international phone calls to get a better idea of where your calls are coming from and where your customers are located. This will help you determine what marketing and sales efforts are working according to plan and which regions need more nurturing.

5. Increased Customer Satisfaction

Lastly, and perhaps most importantly, geo-routing helps your business offer excellent customer support and increase customer satisfaction. It does so by reducing wait and hold times, allowing callers to connect at convenient times, and ensuring callers reach the right agent quickly. After all, no one wants to be waiting on the phone for hours.

Ready to Get Geographic Call Routing for Your Business?

At the core of any business, you want to do everything you can to improve customer experience. The easier you make experiences for callers, the more likely they will become recurring customers. And routing calls based on the caller’s location can reduce wait times and make your business more customer-friendly.

Try out geographic call routing for your business today with Global Call Forwarding. Sign up online or speak with our representatives to learn more about how this service fits your business.