The Main Concept of Call Management

The term “call management” is likely to be recognizable to anybody who has worked in a call center or provided customer service for a big corporation. Simply said, call management is. In case you haven’t heard the term before, it describes the systems and procedures businesses employ to handle incoming phone calls. Not to be confused with call monitoring (the listening to and recording of calls for quality assurance purposes), call-logging software greatly improves the efficiency of call management. The purpose of a call management system is to track incoming calls, record pertinent information, and route them to the proper person or team. It’s critical for any business, but appointment-based services, which clients can’t buy in a store or online, benefit greatly from it.

Operational Principles of Call Management Software

What is call management app? Phone calls are directed via your company’s phone system in accordance with the rules and restrictions set up by the call management software. The software’s decision as to how to route a call depends on the routing method being utilized. The management call applications may employ several forms of routing, such as:

  • Time-sensitive routing. Calls are handled in the order they were received. Calls received outside of normal business hours may be routed to voicemail or a support team in a separate time zone.
  • Routing based on expertise. Each call is routed to the employee who can best assist the caller. The team member with the greatest close rate for a certain product or service, or the one with the best experience in that product’s niche, might be the one to receive calls regarding that product.
  • Circular route. Each agent receives the same amount of calls every day.

Naturally, various routing approaches may and frequently are used in concert with one another. Call managing often makes use of IVRs (interactive voice response systems) and “hunt groups,” or groups of agents assigned to accept calls at specified times. Moreover, calls are often recorded for quality assurance and training purposes.

The Procedure for Managing Incoming Phone Calls

Managing calls efficiently entails directing, monitoring, analyzing, and handling calls.


Every element of your good advertising campaign, including online advertisements, radio ads, and TV spots, should have its own dedicated phone number so that you can accurately monitor response rates. A caller’s phone number is recorded and then compared to those from other channels to see which method is more successful. Callers’ phone numbers, names, locations, and other information are recorded so that they may be sorted by various criteria. Agents may listen to recordings of calls to analyze them and learn from their successes and failures.

If you keep tabs on your phone calls, you may learn a lot.

  • How successful your company’s digital marketing is.
  • Information on individual customers based on the random insertion of tracking numbers.
  • Tips for enhancing customer service by replaying conversations.
  • There was a lot of success with retail and internet marketing.
  • Which search terms result in the most inquiries, and why.
  • Identify the most successful advertising strategy.
  • Online data feeds updated in real time.
  • Monitoring of outgoing phone calls.

Handling and Analyzing

The sheer amount of calls received by most businesses, particularly large ones, makes it impossible to have an employee go through each one individually to record the necessary information. Instead, basic data, such as phone number and location, is compiled using software for management call. Calls may even be sorted by whether or not a sale was made, depending on how sophisticated the program is. Automatically analyzing calls using voice-analysis software is also possible.

This information will help you visualize your campaign later on. By tracking the phone numbers via which your customers are calling, you may determine which of your advertising strategies is producing the best results. Keep track of which agents are most successful at closing by recording which calls result in leads moving to the next level of your funnel. Customers’ whereabouts may be determined using location data.

When combined, those pieces of data are priceless for figuring out where to focus your campaign’s efforts. It may be used in planning future sales efforts and evaluating current ones in relation to previous ones.

One should not expect AI to do all manual labor for them. In spite of the fact that your program can analyze the vast amount of information and provide useful insights from call recordings, a human review of the final result is still necessary. After running conversations through AI, for instance, you may have employees go through the best and worst ones.

The Advantages That Call Center Software Can Provide a Company

Understanding your marketing initiatives and better communication with consumers aren’t the only two ways your company can profit from a quality call management app. These impacts may be life-changing:

  • No calls were dropped or ignored. Customers may always get in touch with the proper person at any time if calls are routed efficiently and contact details are recorded. Furthermore, the agent may get in touch with the caller to resume the conversation in the event of a disconnection.
  • Upgraded personnel levels. You may use call logs to see whether and when your team is going to be inundated with calls, as well as when they will be relatively quiet. Keeping it in mind can help you prepare for the influx of customers at busier times.
  • Increased productivity thanks to a more motivated staff. Your team’s strengths and weaknesses may be exposed via call management software, allowing you to reward top performers and provide assistance to those who need it.
  • Enhanced attention to the needs of the consumer. When consumers are rapidly sent to the appropriate agents, wait times are reduced. In addition, the excellent software keeps detailed records, so each agent may look up a customer’s past interactions with the organization to better investigate and resolve their problem. In the end, it’s the little things like that that make for excellent customer service.

Reducing expenditures. When starting out, small businesses and startups typically have to make due with less resources. If you have a small team but want to keep up with your objectives, investing in an efficient program for managing calls may help.

The Steps You Should Take Before Launching a Call-Management Service

There are a few things to consider before launching your new call-handling tool once you have chosen to make the investment. First, you need to decide what you want to do with this technology and how you want to do it. Create a schedule for them to follow. If you’re at a loss as to where to begin, consider the reasons for your decision to implement call managing. Is it to better assist consumers? Have more of your leads turned into purchases? Start with the “why” and use it to guide you as you set your objectives.

It’s important to communicate the call management app purpose and intended use to your whole team. When everyone is on the same page, problems are less likely to arise, and inquiries from your team can be addressed immediately. Make it clear to your team that any quality monitoring you do will not be in the form of punishment. Clearly explain the kind and frequency of feedback they might anticipate receiving.

Think about assigning a group to explain the rationale behind your call handling strategy to your contact center’s employees. Consult with your peers in the business world to see what methods they are doing for call handling that are proving successful.

Considerations for Choosing a Call-Management System or Service Provider

Don’t go with the first provider or piece of software you find. Make a careful selection based on how well it meets your requirements. Your call-managing service provider ought to care about your success and be ready to work with you to achieve your objectives. Keep an eye out for a business that:

  • Experienced. It’s important to choose a company that has been around for a long and has a solid reputation. Be sure call analysis is part of the deal if you want to utilize a firm that provides call recording.
  • Reliable. You should only work with a reputable business that will protect the confidentiality of your call records. Try to choose a supplier that can rapidly and easily accommodate your requirements. See to it that they have a professional phone presence and that calls are being directed to the appropriate parties. Find out whether the calls are analyzed by AI, humans, or a combination of the two. A reliable business should have no trouble addressing your concerns.
  • Superior in all aspects of customer service. Maintaining a positive working connection with your vendor is essential, particularly throughout the onboarding process, so be sure they have a team of customer care representatives to help you out.

You may improve your performance by qualifying and handling leads in real time with the help of cutting-edge technology. And you don’t even need a phone to answer and reroute calls.

Lisa Thompson

Lisa Thompson

I'm a skilled content writer who focuses on sophisticated marketing. I'm passionate about imparting my knowledge and skills in lead distribution, email and call monitoring, and other areas after more than ten years of experience. I often contribute to trade journals, and I'm constantly seeking for fresh approaches to support companies in thriving in the rapidly changing digital environment.

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