What is Remote Call Forwarding + Benefits & Best Practices

hey everyone this is Nate from get void
and today we're covering remote call
forwarding what it is and how it could
benefit your workplace let's get right
to it
remote call forwarding is a call Flow
management process that automatically
sends inbound calls to additional phone
numbers if there's no answer at the
initial number dialed call forwarding
prevents customers from having to hang
up and redial multiple phone numbers to
reach the same agent or another
available representative here's a sample
remote call forwarding path
an efficient call forwarding strategy
cuts down on a number of missed calls
increases first call resolution rates
and prevents you from needing to hire
additional agents to manage High call
volumes call forwarding benefits like
increased agent availability
Consolidated calling across multiple
locations and decreased customer
callbacks improve the agent and customer
experience
plus it lowers the operating costs
associated with Hardware staffing office
space and cost per call among others
let's take a more in-depth look at the
most critical benefits of call
forwarding first enhanced availability
remote call forwarding ensures customers
can always reach your company and get
the support they need on their own
schedules in and outside of standard
office hours
and when the agents are working remotely
have stopped out of the office or when
office hours are over for the day call
forwarding sends inbound calls to other
available offices or call centers in
appropriate time zones
second reach multiple offices
remote call forwarding also permits you
to Route calls to where they need to be
let's say the business has locations in
Westchester New York Columbus Ohio and
Saratoga California
all businesses inbound calls are routed
to these locations from one single
toll-free number simultaneously ringing
until an agent takes the call
next it's convenient for customers
virtual numbers use a form of call
forwarding it's very useful for anyone
intending to expand into long-distance
domestic or even foreign markets with
this technology locals dial the assigned
local or toll-free numbers but still
reach your remote offices without
incurring extra charges
in foreign non-english speaking markets
local calls from these remote areas are
forwarded directly to your agents with
the required language proficiency next
flexibility for any phone numbers
this is Communications have multiple end
points to consider organizations engage
with customers on desk phones soft
phones on Windows and Mac OS and in
smartphone apps on Google Android and
Apple iOS remote call forwarding is done
easily on any of these communication
Technologies even on traditional pstn
landline phones
and finally no new hardware is required
Cloud hosted PBX office phone systems
with remote call forwarding capabilities
are managed hosted and updated by the
provider not your business as the end
user since the server and other
equipment are hosted by the provider and
users can continue to use their existing
business Hardware or let team members
use their personal devices the following
remote call forwarding best practices
will help callers connect to the best
available agents make customers feel
valued and prevent agent burnout first
highlight your brand most Enterprise
level businesses set business phone
system greetings that include the name
of their business and a quick overview
of essential information like operating
hours additional phone numbers and the
business address
keep pre-recorded greetings consistent
across all phone numbers added to a call
forwarding path so customers can be sure
they've been transferred to the right
agent or Department
next create short ivr menus avoid making
ivr menus too lengthy and complicated as
the idea is to save the customer time
and to ensure you connect them to the
correct agent the first time optimize
ivr call Flow is a smart way to gather
information without putting the customer
off next keep timeout values short when
calls are forwarded remotely because no
one is available at the original number
avoid setting High transfer and
forwarding timeouts no caller wants to
sit and wait for an agent to pick up for
more than a few seconds
timeout value needs to be relatively
short so that the caller stays on the
phone line and the call is resolved and
finally keep your system up to date if
your remote call forwarding system uses
any type of ivr system voicebot or auto
attendant make sure it's updated
regularly outdated and incorrect
business information leads to
miscommunication agent and customer
frustration missed calls and damage to
your business reputation most larger
companies have a single emergency 911
number where calls are sent in case of
an outage or emergency however calls can
also be forwarded to cell phones this is
a function that is extremely useful for
businesses that need their employees to
work remotely for some time
incoming calls can also be directed to
an automated message that will give the
customer details about what is happening
and an option to leave a message
customers that feel valued and
prioritized will stick with your
business and recommend your products and
services to friends
remote call forwarding increases
customer attention improves overall
support experience and ensures customer
needs are always met leading to customer
loyalty and a stronger customer
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till next time this is Nate from getboy
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