Time of Day Routing: What is it, and How Can it Help Your Business?

Businesses in the modern age need to be more flexible than ever before. Therefore, many are finding that they need to implement an ‘always on’ approach. However, it’s not always so easy to make sure you are at your desk 24/7! When you run multiple departments, too, it’s not always easy to know which customers […]

Businesses in the modern age need to be more flexible than ever before. Therefore, many are finding that they need to implement an ‘always on’ approach. However, it’s not always so easy to make sure you are at your desk 24/7! When you run multiple departments, too, it’s not always easy to know which customers and callers are going to need them the most at specific times of day. That, ultimately, is why call reporting exists – to help you get a feel for when you are likely to field certain calls and queries, and how you can better manage your switchboard in the meantime.

Another great way you can enhance the quality of service your customers receive is to think carefully about where their calls are routed at specific times of day. This not only means that you can be in a better position to handle specific call types and concerns, but also that your customers can reach the support they need regardless of when they call. 

Unfortunately, while the concept of a 24/7 service is very popular in the modern age, it’s not always going to be possible for business owners to make themselves so available from day to day. Of course, making sure you can handle calls and concerns as much as possible is going to be an absolute asset to your service. Therefore, why not consider time of day routing?

How Does Time of Day Routing Actually Work?

Time of day routing works similarly to other virtual switchboard standards in the sense that they will forward specific calls from customers and clients to specific areas. However, as you may already imagine, they are sensitive to the times of day and week when they are routed through. For example, someone calling your helpline on a weekend might find that there is no one around to take their calls – what do you do to make sure that their concerns are still fielded, and that you can still potentially convert on that lead?

The answer lies in setting up a time routing system. Let’s consider an example. You might wish to route calls after 7pm when you are no longer available to handle them yourself. Through a time routing system, you might choose to forward calls after this time to go through to a call answering service, so that someone is on hand to help and support your callers regardless of unavailability. Or, alternatively, you could route these calls directly through to a professional voicemail box, where you will be able to pick them up at a later date for a call back.

In either case, it’s a system which works on your behalf to keep your callers in the loop, while still making sure that you are using your resources to the best of your ability. You don’t have to be available 24/7 for your customers if it’s not possible for you to pull these strings – but you must make sure you have a system in place whereby they can get in touch and register their interest with you even if you’re not around. It just makes sense!

What Are the Benefits for Your Customers?

By setting up time of day routing, your customers will always have access to some form of service, no matter the time of day or week in which they get in touch. Therefore, instead of letting all their calls and queries fall into an empty cycle, you can ensure that their queries go into reserve, or reach the relevant teams, as and when they get in touch.

If you have multiple specialists and departments, you may find it worthwhile setting up time of day routing to ensure that your callers reach the right people who might only be working specific shifts. This means that instead of falling back on a catch-all customer service pile, you can make sure that your callers still go through to agents who are going to be able to offer them specific guidance.

Customers will likely find time of day routing beneficial to their individual concerns and needs. It’s a great way to set up a professional image for your company, and even better, it shows your customers that you care. Instead of letting their calls fall into a pile, you are actively engaging in routing them through based on specific parameters.

That’s going to keep your customers calling though – and not in a bad way. They won’t feel as though they need to keep getting back in touch to reach the right people. It’s streamlining and refining the way your calls come through.

What Are the Benefits for Your Business?

One of the most immediate benefits of time of day routing for your business is that you won’t have to be always-available to handle customer queries. You can set up a virtual switchboard to forward specific calls to specific numbers at certain times of day. This means that you don’t have to keep just one phone line open, and it certainly doesn’t mean that you have to be around to handle all of the calls that come through.

You can tailor a time of day and time of week call routing service depending on your own unique opening hours, as well as on your own unique departments. At Capital Telecom, we will work closely with you to set up a plan of action that fits your company as well as your customers. This way, there’s never any need for you to fall back on a catch all system or service!

Going remote, virtual, and bespoke is extremely important in the modern age. Otherwise, you’re going to find that your team and your customers are at risk of getting pretty fed up. It’s 2020 – why not move with the times and set up time of day routing that gets your customers to where they need to go?

Set up a time of day routing service with Capital Telecom and be sure to start giving your customers a more bespoke service. Call us now on 0800 22 88 66 to discuss your requirements with one of our friendly agents.

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