n today’s fast business world where customers are the priority, effective call management is important in order to maintain a profitable business. Which means, handling incoming and outgoing calls properly, improving communication channels, and ensuring smooth communications with your customers. 

Benefits of call management apps are huge, it can help your business work well, improving client service, and boosting overall revenue. 

Call Management solutions were only available to a few big corporations a couple of years ago. They were difficult to get even if most businesses could afford to use one. The purpose of call management has changed a lot over the years, businesses are now investing heavily in call management app solutions in order to offer better services to their users. 

Interestingly, the best call management solution for your business is not measured by its capital or brand but by the number of features provided in these call management apps.

Did you know that in a survey of small and medium businesses in India, 70% said that having a call management service app made their employees work better. Additionally, 60% said it helped them spend less on running their business. Most importantly, 80% said that using cloud voice solutions helped them get new customers and grow their business. 

Heyo Phone, one of India’s leading call management apps has reached over 2 Million downloads from Google PlayStore and has proven to be a secure app with amazing data security features.

Trusted by over 100,000 businesses, Heyo Phone stands out as the SMB choice for the best virtual phone number provider, especially for small businesses.

Essential Features of Business Call Management

“What to look for in a call management app?” - This is a question that you might ask yourself quite often while trying to choose a Call Management service for your business. Well, the answer to it is simple, you need to take a look at the service provider’s FEATURES! 

Though call management has a lot of benefits for your business, It is equally important to lay focus on while selecting the best call management service providers. 

Just to make your hunt easier, let’s read through some of the exclusive features that a call management app or system must provide.

Call Recording

Call Recording is an essential thing we need when we are having a staff who is handling multiple calls. It can help you to evaluate the team performance and also help you in understanding what your customers need.

• It can help you improve your team performance as you can listen to how your agents speak with your customers.
• You can find customer interactions or path of the user before purchasing a product.
• Quality of the product and service can be evaluated easily by listing the customer service
• You get the chance to Improve your products and services depending on customer feedback that you can overhear through the recorded calls.

Call Distribution

Call Distribution makes sure that incoming calls are properly routed to the right staff members, reducing wait times for customers and improving overall service quality for businesses. This leads to faster responses and enhanced customer satisfaction.

• You can direct incoming calls to the available staff members, ensuring quick and correct responses.
• Your customers experience shorter wait times, leading to higher satisfaction and better service experiences.
• Your staff can manage calls more effectively, leading to increased productivity and good functioning.

Call Logs

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Call Logs is an essential means to record important caller details like date, time, caller ID, duration, call status etc. It helps businesses to monitor and analyze their call activities.

• You can capture date, time caller Id and duration effectively.
• You can check and know if calls were answered or sent to voicemail.
• It helps businesses to identify trends and peak call times.
• You can always optimize and improve services by keeping a check on response times based on the collected data.

Call Transfer

Call transfer allows businesses to route calls to the appropriate department or staff member, making sure that customers get the help they need quickly and efficiently

• You can quickly direct calls to the right agent or department.
• You can improve caller experience by reducing their waiting time.
• It helps you to transfer calls effortlessly within the office and even to the employees working in a remote setup.
• It helps a business to present itself in a well-organized and responsive manner.

Call Monitoring

Call Monitoring enables businesses to listen in on live calls and make sure that calls are managed properly by the staff and follow-ups are done promptly. Call monitoring helps in ensuring quality of a business, helps in training and improving customer service.

• You can make sure that each call meets business standards and customer expectations.
• You can train new employees by making them learn and observe real interactions.
• Helps in identifying the areas of improvement and appreciate the top performers.
• You can get valuable feedback and understand your customer needs better.

Call Queues

Call queues help businesses manage high call volumes by organizing incoming calls into a virtual line, making sure that each caller is attended to in the order they called. This feature is essential for maintaining customer satisfaction during peak times.

• You can manage calls on a first-come, first-served basis, ensuring fairness.
• Callers receive updates on their position in the queue, reducing the risk of frustration.
• Your Staff will be able to manage calls systematically that will boost productivity.
• This helps create and build a very professional image in front of your customers.

Auto Call Attendant

An Auto Call Attendant is a virtual receptionist that automatically answers and routes incoming calls based on the caller's selections. They greet incoming callers and direct them to the appropriate department. This feature is important for businesses to manage calls efficiently and to give a professional experience for callers. 

• You can direct calls to the appropriate department or individual without the need for a live operator.
• Helps provide round-the-clock assistance, ensuring that callers can reach the right person even outside of business hours.
• You may not feel the need for additional staff to handle incoming calls and save on labor costs.

Voicemail

Voicemail allows businesses to receive messages from customers when they are unavailable to answer the phone. It ensures that no call and customer information is missed and lets businesses answer at their convenience.

• Customers can send their query even after the working hours by simply using the voicemail.
• Voicemail makes sure that all customer queries are received and addressed correctly.
• It helps create a unique Brand Identity.
• It makes an easy way for customers to communicate with your business at any time.
• Voicemails have a record of customer requests and feedback that is helpful for future references.

IVR

IVR (Interactive Voice Response) is a technology that allows customers to interact with businesses through voice or keypad inputs whenever they place a call to the particular business. It is commonly used to route or direct calls to appropriate agents or departments. They also provide information without the need for a live agent.

• IVR can direct callers to the right department or agent quickly, reducing the waiting time and improving customer satisfaction.
• They can provide information and handle basic requests even outside business hours. 
• They ensure continuous support for customers.
• By automating common enquiries, businesses will not feel the need for a large support/service team which will lower their operational costs.

WhatsApp API 

WhatsApp API allows businesses to communicate with their customers through WhatsApp. They offer automated as well as personalized messaging capabilities. It is mainly designs for medium and large businesses to manage their customer interactions efficiently.

• WhatsApp messages have a high open rate, making your communications reach and engage with customers effectively.
• Personalization or Automation of replies through messages help in better customer satisfaction.
• It can be used to share information correctly by sharing videos, images, documents and more to provide a good customer experience.
• It helps a business to build stronger connections with their customers through direct and real-time communication.
• Customers can easily reach out to a business through a platform that they already know, use and trust.
• WhatsApp ensures end-to-end encryption, keeping customer communications secure and private. 
• Being one of the most used messaging platforms globally, WhatsApp makes it easy for customers to reach out to a business.

Call Analytics

Call analytics give you important information about how many calls you get, the busiest times, and how long calls usually last. This helps businesses improve how they handle calls, monitor staff performance, check on customer behavior and help communicate with customers more efficiently. This data leads to more informed decision-making by a business.

• See how many calls you get to manage resources better..
• Identify peak hours to know the busiest times and make sure you have enough staff available.
• Monitor call duration and understand how long calls last to improve your business efficiency.
• You can optimize communication by using these insights to improve your customer service strategies.
• If you choose a provider like Heyo Phone, then you get an added advantage of receiving detailed call reports/analytics and the customer ratings for every staff-customer interaction, personally delivered to you on WhatsApp.

Advantages of Heyo Call Management over other Providers

While you are yet to choose a Call Management service for your business needs, keep in mind to consider the benefits of call management app as well. Heyo Phone serves every purpose of call management efficiently which makes business owners download this App. 

You may wonder how to choose the best call management app among the various providers available? To make your decision easier and better, let’s read about a few exclusive advantages Heyo Phone has to offer a business in a strong competitive market. 

Major advantages of a Heyo Phone User when compared to other Providers:

Improved Employee Productivity 

• Automatic call distribution ensures that all staff members receive calls in the most balanced way, reducing moments of idleness and boosting productivity.
• Recorded calls offer training opportunities as well as performance reviews that help employees develop their skills and improve the quality of service they offer.

Best Cost-Effective Solution

• Virtual numbers minimize expenditure on extra SIM cards and real phone lines which cuts down operating costs.
• They include limitless calling minutes in their broad plans that help control expenses within the business.
• Get a virtual number of your choice starting with 011, 022, 080, 033  and more.
• Get a Business Phone Number without an additional SIM in under 30 seconds starting at Rs199 per month.

Improved Customer Satisfaction

• Increased customer satisfaction comes from quick call routing and effective handling of customer inquiries.
• Boost customer trust and loyalty by connecting with GMB for sharing positive reviews.

Great Scalability For Business 

• Multiple staff members and virtual numbers can be added to the call management system making it easy to scale as the business grows.
• Grow the business with customizable IVR menus and multiple agents handling WhatsApp chats so that it can handle more calls when the volume increases.
• Call Distribution helps your business grow by directing incoming calls to the right agent. This means you can handle more calls efficiently without overworking your staff.

Increase Revenue Potential

• Efficient call handling plus good customer service improve opportunities of getting new customers and retaining the old ones.
• Positive customer experiences, reviews shared through GMB promote increased sales or business attraction.

Better Resource Allocation

• Insights in call analytics and tracking into call patterns help businesses to allocate their resources more effectively.
• Better scheduling and resource management can be achieved by understanding peak times of calls and staff performance.

Impressive Brand Image 

• Positive image about the business is given by professional features for call handling like custom caller tunes and IVR messages.
• Improving the business online reputation on GMB involves sharing good customer reviews.
• Create and set a custom welcome message or caller tune to greet your customers professionally.
• Customize your virtual business card as per your choice using multiple templates and help grow your business by sharing the card on WhatsApp.

Maintained Data Security & Privacy

• Phone calls with sensitive information can be hidden to protect client privacy.
• Keeping phone conversations for half a year in a secure place will provide appropriate backups for reference or compliance purposes.

Continuously Improve For The Better

• Continuous improvement of services can be facilitated through feedback and ratings from customers after every call they make.
• Regularly reviewing performance on the basis of telephone recording helps to determine areas that need improvement, as well as facilitating any immediate necessary changes.

Through Call Management businesses can connect with customers more effectively. It offers important features and benefits like being scalable, cost-effectiveness, flexibility, security, and reliability. 

Businesses in India are turning to call management apps like Heyo Phone to help them expand while they save more money and get useful features at very affordable rates. 

Heyo Phone also gives businesses a professional look and is definitely a reliable provider which is very simple and easy to use. 

However, while you choose a call management service for your business, always remember to select a reliable provider with good support and make sure that the app has all the features your business requires. 

By using the digital call management technology, many businesses can reach their full potential and contribute to India's economic success. 

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