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Call centers are a critical part of doing business in many industries and are core to the success of entire operations. How your toll free numbers are managed plays a big part in the success of your enterprise. So are yours being handled correctly?
Whether you are using toll free numbers acquired through your call center or you are forwarding existing numbers, there is a lot more to good management than just how pretty is the voice that answers. Don’t worry, you do not have to be a tech genius who knows exactly how every cable and call is connected between your customers, your call center, and your main office. However, you should be aware of what makes for superior management for your toll free numbers and what can jeopardize it. The main difference is that since the FCC has enabled TFN portability and Independent Resporgs have been established, businesses now have an alternative to the old phone-carrier affiliated RespOrgs that have for so long notoriously been riddled with conflicts of interest and substandard service. In contrast, Independent RespOrgs provide truly independent management and are not only free to be able to act in your best interests, but also provide the power of multi-carrier arrangements for the smoothest and best quality toll free service.
When analyzing the management of your toll free numbers for your call center, you must also look at the coverage they provide you and how they are set up to handle issues that may arise. Does your call center provide 24/7 service for your customers and prospects? What if there are technical issues or a natural disaster wherever your call center is located? Do they have a plan in place, such as your numbers being forwarded to a back up call center?
Those companies harnessing the power of Independent RespOrgs will have the latest and best routing capabilities for their toll free numbers at their fingertips. These capabilities include time-of-day routing - for sending your toll free calls to an alternate location at different times of the day where they can be serviced - as well as disaster routing. Emergency and disaster routing options can be set in place so that as soon as an issue arises, your calls are routed to an alternate destination so you do not have to suffer loss of production and business.
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