How Can A Call Management Service Make Your Business Flourish?
Tuesday, 27 April 2021

Suppose you are self-employed and unable to keep up with the administrative workload, whether you oversee a large staff spread through many cities. In that case, the benefits of streamlining the organization's call handling outweigh the disadvantages in having to juggle phone reception tasks with crucial internal jobs. Call Management Service enables you to take company calls when on the move or away from the workplace, show sales and marketing calls, and successfully and seamlessly direct calls to relevant team members with minimal interruption to the way your internal teams work.

Call Management Service

Calls are funneled into the business's automated front desk and dealt with accordingly based on the company's specific needs by working with a Call Management service.

From receiving messages to handling internal calls to assisting with phone requests, call management services to serve as a valued colleague who adds significant benefit to the company by professionalizing and productivity.

What Is The Significance Of a Call Management Service?

Let's take a look at these statistics:
  • The estimated wait time for a customer is 56 seconds (Source:
  • Customers hang after 2 minutes, which does not feel like a long time (Source: Small Business Chronicle).
  • In the United States, 70% of company callers are placed on hold (Source: Inbound/Outbound).
What are we talking about in terms of lost sales and angry customers? Mainly because 40% of consumers in the United States try to make a phone purchase (Source: American Teleservices Association).
Given this case, it is a no-brainer that businesses implement efficient call management systems to optimize productivity and customer loyalty.CMS, among other benefits, provides a personalized caller experience and optimum call handling performance. Companies should therefore expect:
  • Increased consumer loyalty
  • Reduced the number of dropped calls
  • Decreased agent turnover
  • Increased earnings
It is worth noting that most contact center applications/systems now have simple call handling features such as call pause, mute, call switch, and blocking. So, if a company can get away with the simple features of current telephony applications, they do not need a call management service after all.
A call management system has various capabilities that can assist a company in developing an optimal contact system for its clients. Some of the main functions are explained in depth here.

8 Reasons Why Businesses Need a Call Management System

1. Call Monitoring:
Call recording is a must for any company to monitor and increase the accuracy of calls made by officers. Call recording can easily be used to provide input to particular agents on their calls and still to exemplify the expected way to communicate with customers. This will not only enhance the consumer service, but it will also help to motivate and develop employees. Call transcripts may also be used to re-verify information provided by customers.
2. Call Tracking & Supervising:
Call tracking means that each particular agent is correctly answering customers' requests and following up on time. It also allows you to watch the Return on investment of each marketing strategy. Customer history can also be seen with the aid of this feature. Call recording and reporting are widely used in the telecommunications and customer service industries.
3. IVR:
Among the many important aspects of a call management system, IVR is a critical component for business growth. It assists businesses in ensuring round-the-clock accessibility, which is a requirement for development, especially for call-centric companies.
It also welcomes callers with a personalized greeting. Calls are forwarded to the user's mobile number via an IVR, minimizing the possibility of missed calls after working hours.
4. Remarketing:
It is essential to attract all new and current consumers. Remarketing assists companies in informing their clients of different discounts, new product capabilities, and so on. Remarketing also enables companies to remarket their goods to missing customers through messaging, Facebook ads, and so on.
5. Call Analytics:
This functionality provides companies with a comprehensive view of both internal and external calls. Call analytics have statistics such as the cumulative number of company calls, peak hours, geographic data about the callers, and so on. This assists companies in optimizing their customer calls.
6. Real-Time Updates and Notification:
It is critical to keep track of both missed calls and follow-ups with customers. A call monitoring system notifies you of missed calls in an easy-to-understand manner. You may also set up customized alerts to ensure timely follow-ups.
7. CRM integration:
CRM software that maintains tracking of the consumer data is available. You will merge the current CRM with the call management web panel using the call management framework. This allows you to keep all of the customer records and the customer call history in one location.
8. Live Call Transfer:
Customers are more satisfied when their problems are resolved immediately. Live call transfer is essential for providing reliable customer support and quickly resolving any other customer inquiries. A live call transfer allows one agent to switch a call to the other without disabling it. This shortens the customer's wait time and improves customer service.


Hartley & Associates has a long history and track record in maintaining inbound call routing. Our Telephone Call Management Services puts you in command of your business. Contact our team today to learn more and enjoy the peace of mind that comes with getting a corporate continuity strategy in place for every possible scenario.
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