Customers Don’t Have to Leave Messages and Wait for Callback with Call Forwarding
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Customers Don’t Have to Leave Messages and Wait for Callback with Call Forwarding

Since it would be impractical to provide home or mobile telephone numbers to the general public, call forwarding can be a great alternative. All of the incoming business calls can be routed to a single individual who is responsible for scheduling appointments or making emergency repairs for that time frame.

Call forwarding is an often-underrated feature associated with landlines, mobile phones and virtual phone systems. When it comes to running a small business, this feature often proves to be crucial to providing the best customer service possible.

Understanding Call Forwarding

Call forwarding is the process by which incoming telephone calls are diverted to another termination point. Essentially, someone who ‘forwards’ their calls to a secondary device will receive all of the calls intended for their primary number on that device. This feature is quite common among consumers who want to forward incoming landline calls to their mobile phones, but it is also very helpful for small businesses. By using this feature, business owners and employees can always be available for their customers, even when they are at home or otherwise out of the office. It comes standard with many virtual phone system packages intended for use by small businesses.

Voicemail vs. Forwarding

The first thought that many people have when it comes to call forwarding is that the voicemail is available to callers when the employee or business owner is not. This is very true and voicemail certainly serves a purpose. During business hours, on the other hand, someone should always be available to answer the phones in person. This does not mean that employees or business owners should be tied to their offices or desks during business hours; the forwarding feature allows telephone numbers to become mobile. Whether at home or on-the-go, everyone can easily receive their telephone calls.

Benefits to Customers

There are plenty of benefits to customers when businesses choose to forward their calls instead of simply allowing them to go to voicemail. First, there is always someone available to answer the phone and the frustration of leaving a message and waiting for a callback is avoided. Second, there is always someone available to take service calls or sell products and this prevents the customer from hanging up and calling another place of business. Finally, there is less apprehension on the customer’s part because there is no worrying about whether or not a callback will occur in a timely manner—or if it will even occur at all.

After-Hours Calls

Some businesses provide services that are in demand 24 hours a day, making it necessary for someone to be available around the clock. Since it would be impractical to provide home or mobile telephone numbers to the general public, call forwarding can be a great alternative. All of the incoming business calls can be routed to a single individual who is responsible for scheduling appointments or making emergency repairs for that time frame. Consumers will not have to wait for the business to reopen in order to speak to someone, but it is not necessary for an employee to remain at the business site after business hours.

While voicemail certainly serves a purpose and there are times when callbacks are the best course of action, most consumers would prefer to speak to a live person whenever possible. Thanks to call forwarding, this is a real possibility that has been made affordable and practical.

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