15 essential features of best remote call handling solution

Reading the term ‘remote call handling solution’, you might be wondering what exactly is this solution? Well, it would be right to say that this is a call management solution that is remote and doesn’t function with tangible wires or huge hardware setups.

The cloud-based call handling solution enables you to attend/make customer calls from any remote location. The settings of such a solution can be easily accessed from anywhere and work entirely through an online panel.

Purchase of Remote call handling solutions has seen a huge growth in the past few months and that’s major because people have experienced the power of cloud-based solutions over on-premise setups.

With lockdown in the picture, businesses who had cloud telephony solutions for their customer calls, are smoothly attending their calls sitting at home. Whereas, companies with on-premise solutions have become handicapped on call handling as their offices are closed.

To explain you more elaborately on remote call handling solutions, here’s an extensive list of the features/benefits of these solutions.

These 15 features will help you understand the working of remote call handling solutions in a better way and even enable you to make a wise purchase decision.

1. IVR

Interactive Voice Response (IVR) is a cloud telephony product that interacts with your callers, collects the required information and then routes the calls to the appropriate executive/department.

With modern, advanced IVR solution, you can collect the input basis of the keypad selection and even through spoken words with the help of voice recognition. The voice greeting for your callers are pre-recorded which will assist, direct, and route your caller automatically to the right executive, without any manual involvement.

With the help of IVR, your callers can communicate with you using either the keypad selection or voice message. As a response, you can either play a message or route their call. 

2. Call routing

Another prime feature of IVR service is its ability to route calls to specific mobile numbers. You can choose different call routing options as per their team working. This could be simultaneous routing, one-on-one call routing for a certain time duration to the given set of phone numbers.

The best part of call routing is that it can be done to any mobile number located in any part of the country (unless it is defined by you through the panel). Your team can be working in any remote location and their customer call will be forwarded to them within seconds. 

This helps in assuring faster on-call resolution to your callers, reduces their on-hold waiting time, and eliminates the need to manually transfer calls.

3. Virtual Number

When we talk about a remote call handling solution, or any call handling solution, a major aspect of that is your front-end number. The number that your customers see and dial on. In case you don’t know, a virtual number is a display number where all the incoming calls are forwarded to the mapped mobile numbers.

This virtual number facilitates your team to attend multiple calls parallelly as several incoming calls can be forwarded to different mobile numbers at the same time.

This virtual number can be 1800 toll free numbers or 10 digit mobile numbers as well, as per your preference and suitability.

4. Call reports

Organizations working with high and extended manpower often face this challenge of supervising their employees in an efficient yet automatic way. This is when reporting solutions enter into the picture.

For your executives involved in calls, their reporting is extremely crucial to monitor and improvise their performance. 

Your remote call handling solution should provide you with real-time and detailed reports of your business calls. It’s one of the major aspects of implementing a full-fledged and modern call management solution. One which doesn’t restrict your team supervision, irrespective of your team’s location.

5. Call Recording

We are talking about remote teams, where your executives won’t be in front of your eyes. You know they are taking customer calls, but what exactly are they talking about? Do they sound professional? Are they able to close the deal?

Well, it’s impossible to hear and know about every customer interaction. So, customer call recordings are the best thing to have. They allow you to listen to how customers interact with your representatives, and these records allow you to gather lots of helpful feedback.

Call recording feature could further help you in training your employees, improve your product/service basis, the issues raised by customers, and even refine your buyer persona.

6. CRM integrations

It goes without saying that you’d want a call handling that could help your team work faster, better, and in a more efficient manner. And, now, automatically updating the team members of the customer’s history has become even more important to ensure top-notch customer service every time they interact with your business.

This can only happen when your diverse CRMs can talk to each other. It’s 2020, the modern and advanced time. You remote call handling solution should be able to seamlessly integrate with your CRMs and helpdesks. 

If they aren’t compatible then it would probably disrupt your workflow and wouldn’t reduce your team’s manual involvement and operational task. This would kill one of the prime benefits of having a smart call handling solution in the first place. 

That’s exactly why having a powerful but also simple integration is a major feature of the best remote call handling solution.

7. Follow up reminders

Follow-ups are a way to get in touch with your customers, whose call or text you couldn’t attend.

It goes without saying that for an organization, follow-ups are extremely vital as it conveys to your customers that they are important for your business. 

Statistically, it is observed that 65% of the customers imbibe a negative impression of the company when they do not experience any follow-ups.

Your call handling solution should keep a check on these missed calls and also should be smart enough to automatically add them in the follow-up section.

MyOperator not only adds follow-ups but also gives a reminder to ensure a timely call back on those missed calls.

8. Live dashboard

Real-time metrics are essential for any growth-focused business to prosper. A real-time updated dashboard will provide you insightful data like logs, agents on calls, calling duration and recordings.

 longest wait time, average handle time, number of available agents and so much more so that agents can make more informed decisions with the company’s best interest in mind. Managers should also have access to this information so they can make strategic in-the-moment decisions to help improve call center solution efficiency and the customer’s experience.

9. Call tracking

Call tracking is a feature that helps you determine how and from your customers are connecting with your business. Call tracking basically is the analysis where businesses can see the effects and results of the marketing campaigns they are running.

This feature can deliver insights on the source from where users are learning about businesses and calling on your provided phone number. It can range from simply knowing the location of the user to the different campaigns from where your customer would have come across your business name. 

Therefore, this feature significantly helps you understand your potential customers basis their used platforms and location. And, also, it can help you analyse your marketing efforts in a better way and empower you to mould your future marketing investment accordingly. 

10. Live Call Info

Live call info is an advanced feature that provides you information about the ongoing call at real-time in the panel. A popup in the corner of your panel will show you details about the ongoing call, w.r.t to the number of the caller and which agent from your team is attending that call.

With that popup, you can even transfer the call to another agent/department and the call will be connected to that specific agent in no time. The best part is, your caller won’t have to wait on hold or disconnect the call to talk to their concerned person.

This feature hence empowers your supervisors to keep a constant and effective tab on their team’s activity on calls.

11. Voicemail facility

Let’s face it, customer calls are not restricted to a particular time of the day or week. Your prospects can connect with your business at any point of time and it’s understandable that your frontline executives might not be able to attend all your business calls.

In this situation, facilitating your callers to leave a voicemail message can be of big help. Your caller can leave a voicemail and your concerned team can get back to them at the earliest. 

Having a feature like this as a part of your remote call handling solution takes your customer service one notch-up and enables you to not miss any potential business opportunity.

12. Sticky agent

Sticky agent is a feature with which your callers are connected to the specific agent only every time they call on the IVR number of your business. This specific agent is the same one with whom your caller connected for the first time they called on the IVR number.

A feature like this enables your team to provide a personalized and faster on-call resolution, as the customer won’t have to give their details to new executives every time they call on your business number. 

Also, it eliminates the need to transfer calls from one agent to another and not keep the customer on hold. To sum it up, sticky agent feature as a part of your remote call handling solution empowers your team to provide consistent and top-notch customer service.

13. Strong backend support

The operational, technical soundness of the remote call handling solution is actually the most important feature to look at when you plan to buy a remote call handling solution for your business. The number should be backed with a reliable and advanced support system that doesn’t result in call drops for your business.

In fact, strong and best remote call handling solutions should even have geographical redundancy of networks and not be solely dependent on a single telecom operator.

You can get calls from any part of the country. Hence, your call handling solution should have servers in different parts of the country to assure smooth functioning of calls from any state of the country.

14. Call Masking

Call masking is an excellent feature that connects two parties on the call without disclosing their personal phone numbers. In the case of businesses, the caller dials the ‘masked’ number and the receiver also gets the call displaying a masked number. 

The call masking solution acts as a secured bridge to connect the caller and the receiver ensuring their complete privacy. The masked number is provided to the caller and the forwarding of the call takes place through a server. 

The solution, not only prevents the exchange of personal numbers but also provides complete recording, tracking and reporting of the on-call conversations. It is hence, a cloud-based technology facilitating secured and direct on-call communication between two parties and empowering businesses to ensure complete supervision of the same.

15. Click to call

Click to Call is a cloud-based outbound calling solution in which your executive can initiate a call to the customer through click to call feature. The agent will simply write the number on the screen and the call will be initiated, firstly on the agent’s phone and then on the customer’s number.

The whole concept of click-to-call revolves around calls made to customers easily along with keeping an effective tab on the same. The logs and recordings of the outbound calls made are updated at real-time on the panel. 

MyOperator as the best remote call-handling solution

Based on the above list of essential features of the best remote call handling solution, it would be wise to say that the MyOperator cloud-based call center solution is the best you can get. Here are the reasons what makes it the best choice for your business call handling:

1. 50+ features to help you streamline your customer calls smartly.

2. Round-the-clock available support team to help you in all kinds of situations.

3. Most reasonable and justified pricing, flexible as per your requirements.

4. 30-day refund policy so that you can trust us with your money.

5. Geographically redundant network to minimise any chance of call drops

6. Advanced level security measures to keep your business data protected.

7. 99.9% uptime of calls assured by our smart failover systems.

8. Trust of reputed business names like Lenskart, Bharti AXA, Piramal group and 6000 others.