In some cases, a routing solution requires customisation to ensure your incoming calls are routed to the most appropriate location. Your custom solution may use multiple routing options, such as Preset Call Menus, Exchange-Based, or Time & Date Routing as well as Services, such as Phone Answering, Call Whisper, or Call Recording, all within your custom solution. A custom call routing solution can be built to be as unique as your business. We’ll make sure your customers have the best call experience possible as well as ensuring you never miss a business lead again – our business is your business.
We can create Custom Routing solutions to suit your business’s routing requirements. Custom solutions can combine our entire Call Routing Suite, including: Preset Call Menus, Postcode Prompting, as well as Exchange-Based, State-Based, Time & Date Routing, and Call Forwarding.
The customer calls their local franchise after 5 PM on the franchise group’s 1800 Number. They would be routed to their local store in Bondi thorough Exchange-Based Routing however, their local store closes at 5 PM. Via Time & Date Routing the customer is routed to the franchise store located in Sydney’s CBD – which has extended trading hours. When the call is received at the CDB store Call Whisper informs the team member: “the caller has been routed from the Bondi store.” Your team member may now tailor their greeting appropriately, inform the caller of the operating hours of the Bondi store, and offer to assist further.
The customer may now have their enquiry resolved, and the franchise hasn’t lost a business lead.
The customer calls from a mobile in Brisbane. They enter their postcode as “4000” (Postcode Prompting) but, being a highly developed area, there are multiple stores nearby. The caller is the given the option of choosing the store they want: “for the Edward Street store, press 1, for the Mary Street store, press 2” (Preset Call Menus), and so on. The customer makes their selection and is then connected to the most convenient store for them, at which time they lodge their enquiry.
The customer calls an electrician on his 1300 Number. The call is simultaneously routed to both the electrician’s office and mobile (Call Forwarding) however, the electrician is on another business call. Thus, the customer is routed to our Phone Answering Service, where our Brisbane based operator will conduct them self as a member of the electrician’s team. A booking will be made by our operator and lodged in the electrician’s personal online booking platform further, a conformation email with all job details will be sent to electrician.
Here, the Custom Routing system has effectively captured an active business lead, which may have been lost otherwise.