How to Handle Direct Inward Dialing Phone Calls?
Tips for Managing a Large Volume of DID Phone Numbers
Generally, businesses are overloaded with incoming phone calls. Such developments are really fruitful for a growing business. High call volume means your business is grooming. However, handling a large volume of calls on a daily basis needs proper management. Call volume means the frequency of inbound calls received by call centers. Sometimes, employees fail to respond to increasing calls for several reasons. Many call centers use Direct Inward Dialing (DID) telephone service, allowing business enterprises to use virtual phone numbers that go directly to different extensions.
In simple words, the DID service transfers inbound calls to a VoIP system. DID works through direct dialing on Public Switched Telephone Network (PSTN) technology, Voice over Internet Protocol (VoIP), and DID for faxing. This blog highlights how businesses can manage a large number of direct inward dialing phone numbers and a high-volume caller.
How to Get a DID Number
Direct Inward Dialing numbers are offered to businesses through traditional landline and cloud-based Private Branch Exchange (PBX) systems, PSTN technology, and VoIP technology. Direct inward dialing service enables companies to lease virtual phone numbers from telecommunication service providers. You need to adhere to several steps while opting for a DID number. These steps include:
Choose a phone system type from a cloud-based VoIP PBX system or a traditional landline PBX.
Select a Telecommunications provider that can offer DID services.
Do some research and compare existing providers to make a balanced decision based on product pricing, features, and geographic entities.
Plan your DID requirements and consider factors like employee numbers, size of departments, and settings of geographical regions.
Contact your service provider to inquire about DID number pricing and availability. They will guide you through the process and help you choose the right numbers based on your needs.
Select DID numbers of your choice, like local, toll-free, virtual, and vanity numbers.
Configure call routing for each DID number, mentioning call directions.
Set up the PBX or VoIP system to recognize and route calls with reference to the assignment of DID numbers.
Test the setup to ensure correct call routing to intended destinations.
Implement and promote the DID numbers for your business operations to different stakeholders.
Monitor and manage call traffic. Also, adjust call routing settings to optimize your DID setup.
Scale the process to add or remove DID numbers as per your changing business needs.
Simply, stick to all these suggestions and take the rein of your call management process in your hands in an effective manner.
Smart Ways to Manage a Large Volume of DID Phone Numbers
Cost savings, time savings, better customer experience, better team communication, local phone numbers, existing equipment, automated call forwarding, flexibility, time settings, and marketing attribution are a few reasons why DID numbers are highly useful for business enterprises of all sizes and types. That is why DID telephone numbers are in high demand in the commercial world. The persistent flow of inbound call volume ensures the growing popularity of any business. Such an inbound flow should be handled by efficient teams in an organized manner. If you fail to address high call volume, it can result in lower customer satisfaction rates. Moreover, it can result in business loss, ultimately affecting your brand's reputation. Look at the following tips that help businesses manage high call volumes.
Analyze Your Call Center Data:
Regularly analyze historical data to identify trends.
Understand the causes of call volume spikes to prepare for surges.
Automate Your Team's Workflow:
Use automation tools to save time and enhance efficiency.
Automate ticket routing and follow-up emails for quicker responses.
Consider Additional Customer Service Channels:
Explore alternatives like live chat, email, and social media.
Provide more options to reduce the load on the phone lines.
Hire Customer Service Personnel:
Ensure you have enough staff to handle call volume.
Hiring additional reps may be necessary for long-term solutions.
Install an Interactive Voice Response (IVR) System:
Implement IVR to automate case distribution.
Offers immediate response and reduces the load on agents.
Offer a Call Back Service:
Provide customers the option to schedule a callback.
Enhances customer experience by eliminating wait times.
Outsource Your Call Center:
Consider outsourcing if unable to meet demand internally.
Vet external call centers thoroughly to maintain service standards.
Provide Self-Service Resources:
Implement a knowledge base for common questions.
Frees up agents to focus on complex inquiries during surges.
Schedule Your Team Accordingly:
Review and adjust team schedules for expected surges.
Ensure adequate staffing without overwhelming the team.
Use Collaborative Customer Service Tools:
Implement shared tools like a shared inbox for collaboration.
Save valuable time and improves the overall customer experience.
How to Manage a High-Volume Caller
Seasonal activities, marketing campaigns, service interruptions, and flawed organizational structure are prime causes behind the inflow of high call volume. It is also important to manage high-volume caller like high call volume. Below are some tips businesses can utilize to manage high-volume callers effectively and efficiently.
Alert Your Customer Success Team:
Identify high-volume callers and inform the customer success team.
Customer success managers can work on long-term solutions to reduce calls.
Educate customers about alternative support channels, like a knowledge base or chat.
Create a Personalized Onboarding Plan:
Develop customized onboarding programs for new users.
Empower users to navigate the product independently.
Reduce calls by providing guidance and resources during the initial stages.
Prioritize Phone Etiquette:
Emphasize excellent phone etiquette, especially for frequent callers.
Follow up with customers, allowing them to reopen cases if needed.
Promote prompt responses and a friendly support experience.
Use Advocacy Language:
Employ advocacy language to align with customers and build rapport.
Frame solutions as collaborative efforts between the customer and the agent.
Harvard Business Review study shows a 77% reduction in customer effort with advocacy language.
Use a Screen share Tool When Troubleshooting:
Address recurring issues by using screen share tools.
Enhance customer comfort and understanding of product/service features.
Guide customers through troubleshooting steps without taking control.
Conclusion
It seems a good sign when any business braces for high volume calls. If poorly managed, the flow of high call volume can go against the reputation of the company. To handle the regular flow of high-volume calls, you need to have right tools and strategies. These are vital to empower your targeted audience and serve customers. We have shared a long list of things above to help your team brace for high-volume calls.
Several communication services provide companies that offer cloud contact center solutions and unified communications platforms. When it comes to empowering your calling agents and handling incoming direct inward dialing (DID) phone number calls, communication service providers offer advanced calling features, AI, and integrated channels to improve customer support. Your team can stay connected to call management with integrated voice, video, and messaging.
Struggling with high call volume? Ask Fonada
The call queues are prominent to handle high caller volume effectively. Fonada's call queue management feature is unique for managing excess call volumes. Then, calls are distributed across multiple locations.