After hours call routing
Keep customer experience after hours.
MightyCall allows you to handle calls differently in business and non-business hours. You can set up specific rules for different times of day, as well as weekends and holidays.
For example, during working hours, the MightyCall virtual phone system forwards incoming calls to the office. After hours, calls go directly to the home number.
You can handle calls differently in business/non-business hours for different customer groups:
- “black list” customers,
- regular customers,
- VIP customers
Why after hours call routing with MightyCall is good for entrepreneurs?
The main purpose of after hours routing is to handle calls differently in business and non-business hours.
Numerous service providers implement the after hours service simply as an ability to turn off rings of phone sets by schedule.
By contrast, the MightyCall implementation is full-featured ‘business hours’ routing. It means that you can set absolutely different routing plans for business and non-business hours, including:
- different greeting messages,
- IVR (auto-attendant) menus,
- call forwarding to different groups of employees and so on.
Business values of after hours call routing
Time-based routing is one of the most valuable features for a successful customer service.
After hours call forwarding gives your business the following advantages:
- Better customer service;
- Reduced use of resources for call handling.
For instance, for better after hours client service, a company can
- Inform calling customers about working hours;
- Receive customer request via voicemail;
- Forward a call to a special on duty team if a customer needs urgent support.
Another business application is organizing customer service in different time zones for companies with remote branches. For example, if a customer in the East Coast calls during non-business hours, and the staff has already left the office, you can forward the call to your office in the West Coast, which is still open.
Alice is an entrepreneur. She sets the following rules of call forwarding.
«In business hours, incoming calls are routed to her office and mobile phone sequentially.
After hours, calling customers hear the greeting informing them that her office day is over and she will be in the office tomorrow from 10 am.
For VIP customers there is an additional option: “if your matter is urgent, press 1”. If VIP customers press “1”, their calls are forwarded to Alice’s home and mobile phones sequentially.
Bob runs a small business with sales and support teams.
During business hours, all incoming calls are routed to the sales or support team depending on the IVR (auto-attendant) choice.
After hours, if a customer needs the sales team, he hears the greeting with info about working hours and a suggestion to leave a voicemail. But if he needs tech support, the call is routed to the on duty engineer working remotely from home.
- VIP or black list calls routingSet different call handling rules for different customer groups
- Performance reportsSet the optimal working hours in your company
- Voicemail and voice to text transcriptionListen to your voicemails or read the transcription sent to email
- Call forwarding to any deviceForward incoming calls to any number and device