Managing your business calls effectively is critical for ensuring seamless communication with your customers. With 1300 and 1800 numbers from Pickle, you gain access to a range of flexible call routing options designed to enhance efficiency and customer satisfaction. This guide will take you through the various routing features available and how they can be configured to meet your business needs.
Understanding 1300 and 1800 Numbers
1300 and 1800 numbers provide businesses with a professional, nationwide contact point. These numbers can be set up to direct incoming calls to one or more answer points, ensuring no customer call goes unanswered.
Key Differences:
1300 Numbers: Callers pay a local call rate when dialing from landlines, and you pay for the rest of the cost.
1800 Numbers: Callers can dial for free, with the full cost borne by your business.
Call Routing Options
1. Time and Day Routing
Route calls based on the time or day they are made. This option is ideal for businesses with varying hours or after-hours support services.
Example:
Route weekday calls to your office from 9 am to 5 pm and after-hours calls to a voicemail or a mobile number.
2. Geographic Routing (Area Manager)
Direct calls based on the caller’s location. Calls are routed to the nearest answer point, ensuring faster and more relevant responses.
Example:
Calls from Sydney can be routed to your Sydney office, while calls from Melbourne are directed to your Melbourne team.
3. Mobile Routing (Mobile Manager)
Handle mobile-originated calls effectively with this feature. Calls can be routed to specific numbers based on the caller’s mobile service area.
Example:
Route mobile calls to your central customer support team while landline calls go directly to a local branch.
4. Call Overflow
Ensure no call is missed by automatically forwarding unanswered calls to an alternative number.
Example:
If your primary answer point is busy, calls can be forwarded to a mobile phone or a backup team.
5. Call Splaying (Load Sharing)
Distribute incoming calls evenly among multiple answer points. This feature ensures workloads are shared, preventing any single team from being overwhelmed.
Example:
Share incoming calls equally between two offices or customer support teams.
6. Postcode Routing
Route calls based on the postcode entered by the caller. This option provides high accuracy and ensures customers are connected to the most relevant team.
Example:
A caller enters their postcode via keypad input, and the system directs them to the nearest service center.
7. Disaster Recovery
Prepare for the unexpected with our disaster recovery options. In the event of system outages or emergencies, calls are automatically rerouted to alternative numbers.
Example:
Route calls to mobile phones or off-site teams during a power outage at your main office.
8. Calendar-Based Routing
Schedule call routing for specific dates such as public holidays or company events. This feature ensures customers are directed appropriately during non-standard business hours.
Example:
Route calls to a holiday voicemail greeting or a specific holiday support team.
How to Configure Call Routing
You can easily configure call routing options through the Pickle Portal. Simply follow these steps:
Log in to your account.
Navigate to the "Phone Numbers" section.
Select your 1300 or 1800 number.
Choose "Routing Options" and configure the settings as required.
Save changes and test the configuration.
Tips for Optimising Your Call Routing
Understand Your Peak Hours: Use Time and Day Routing to optimise staffing during high call volumes.
Utilise Geographic Routing: Direct callers to the nearest team for improved response times.
Plan for Emergencies: Set up Disaster Recovery options to ensure business continuity during unforeseen events.
Need Assistance?
If you need help configuring your 1300 or 1800 number or want advice on the best routing options for your business, our support team is here to help.
Visit our Help Centre for more resources.
Contact us via [email protected].
Book a consultation at Calendly.
By leveraging the advanced call routing options available for your 1300 or 1800 numbers, you can enhance your customer service experience and streamline your business operations.