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In the ever-evolving business world, sales managers are key to a company’s success. And if you want to optimize your teams’ performance, then it’s vital to track sales call metrics. These metrics offer valuable insights into how well the sales teams are doing, how they interact with customers, and the overall sales strategy. Call metrics matter because they provide a direct and measurable link between agent activities and outcomes.

In this article, we’ll discuss the importance of tracking sales call metrics and outline 5 essential call metrics for sales managers.

Why Sales Managers Should Track Key Call Metrics

In sales management, having data is essential for success. It helps your managers make informed decisions, ensure sales teams achieve targets, and drive revenue growth in a competitive business environment. One great way to get this data is by tracking key sales call metrics.

When you know how calls affect B2B sales, managers can optimize strategies, allocate resources efficiently, and increase overall revenue.

How to Track Call Metrics

Before we dive into the specifics of call metrics for sales managers, let’s discuss how to track these metrics effectively. Most businesses use call center software or call analytics tools to maintain a reliable record of incoming and outgoing calls. While there are a few different ways your business can do this, here are some of the key strategies:

1. Implement Reporting Tools – Use specialized tools to get useful or actionable insights from your CDRs. These tools help you understand call volume, outcomes, and call quality, so you can make informed decisions.
2. Invest in Call Logging Software – Review call logs through software that organizes and stores call data systematically. This ensures easy access to historical information and helps with compliance and audits.
3. Use Call Detail Records (CDRs) – Review CDRs to understand important and recurring details like call duration, timestamps, and caller details. This information is vital for comprehensive call analysis.
4. Track Incoming Calls – Use call tracking technology to identify what leads to a certain customer call. You can determine which marketing campaigns, platforms, countries, etc., are generating more calls.
5. Integrate with CRMs – Connect your CRM system and customer data to your call tracking software. This makes it easier to manage leads and provide personalized customer service.

Modern call center software offers features such as CDRs, call reporting, CRM integrations, and call logging, which can provide comprehensive data related to your team’s calling activities. A data-driven approach can help you use sales call metrics to improve communications and make customers happier.

Looking for a communication solution that supports your sales team? Check out our Phone System for Sales Teams!

5 Call Metrics for Sales Managers

When it comes to measuring the effectiveness of your calls, there are 5 key metrics that can provide performance-related data. These metrics help you assess the quantity of calls but also the quality and impact of each interaction. We’re going to look at these 5 sales call metrics:

1. Call Activity
2. Call Connection Rates
3. Call Response Time
4. Call Outcome Analysis
5. Average Call Duration

Let’s delve into these metrics and their significance.

1. Call Activity

Call activity is the total number of calls made by your sales agents within a set period of time. It’s an important parameter that allows you to gauge your team’s productivity.

Why to track: By setting activity-based quotas, you can ensure that your reps are consistently reaching out to potential leads and customers. Monitoring call activity helps maintain the momentum necessary for successful sales campaigns.

How to track: To track call activity, you can utilize call center software or CRM systems that provide call logs and activity reports. Set clear activity targets for your team and monitor their progress regularly.

2. Call Connection Rates

This sales call metric represents the number of calls that were answered by prospects or customers, rather than going to voicemail or being ignored.

Why to track: While call activity is important, what truly matters are the outcomes. Agents should focus on making meaningful connections and having conversations that lead to positive results.

Miguel Isabal, Sr. Director of Global Business Development, Global Call Forwarding, explains that many businesses approach UWT because their calls to international prospective customers often go unanswered.

How to track: “You can calculate call connection rates by dividing the number of calls answered by the total number of calls made. If the ratio is low, consider strategies like local presence dialing and optimizing call timing,” shares Luke Genoyer, Business Development Manager, Global Call Forwarding.

Related: Understanding Cold Calling vs Warm Calling

3. Call Response Time

Another common sales call metric, Call Response Time measures how quickly sales representatives respond to incoming calls or leads from potential customers. It directly impacts the customer experience and likelihood of converting leads into customers.

Why to track: A fast response time is critical in engaging customers while their interest is high. Delayed responses can result in missed opportunities and lost leads.

How to track: Use call tracking software or CRM systems to record the time it takes for a rep to respond to an incoming call or lead. Aim to keep this time as short as possible.

4. Call Outcome Analysis

Call outcome measures how many calls result in positive outcomes, such as lead generation, conversions, closed deals, or further interest from the prospect. If the number of positive outcomes is low, you should evaluate your pipeline and who you’re calling.

Why to track: This metric helps managers understand the quality of leads, identify objections or challenges in the sales process, and tailor coaching and training to address specific issues.

How to track: Utilize call center software to categorize and track the outcomes of each call. Regularly review and analyze these outcomes to ensure that positive outcomes are a key focus.

5. Average Call Duration

This metric indicates the average time your sales reps spend on each call. According to Beny Mouen, Regional Sales Manager – APAC, Global Call Forwarding, it’s better to avoid many short calls. Instead, encourage your agents to have conversations that build rapport and address prospect needs.

Why to track: Monitoring call duration helps you assess how engaged your teams are. Longer calls may mean they are having deep discussions, while shorter ones could suggest they need to work on their communication skills.

How to track: Invest in call recording software, a critical quality assurance tool. You can learn a lot from listening to your best agents’ phone calls. Audit recordings to identify potential issues and integrate these into your training.

Related: Call Center KPIs: 12 Metrics to Track for Customer Success

Call Analytics for Business Improvement

Tracking and analyzing call activity is powerful in optimizing sales performance, whether for in-house or call center sales. And sales call metrics offer a holistic view of your sales efforts.

Need call reporting tools to up your sales management game? Every Global Call Forwarding phone service plan comes with call detail records (CDRs), custom call reports, and other analytic tools.

Contact us to explore how we can boost your sales. Chat with us online or request a demo today!

If you don’t already know, voice over internet protocol (VoIP) is a game changer for international calling. Why? Because VoIP technology lets you make cost-effective long-distance calls to any corner of the world.

All you need to make calls is a stable internet connection, a device like smartphone, tablet, or computer, and a VoIP phone service. The best VoIP providers for international calling offer local and international VoIP number plans and a softphone to make and receive calls over the internet.

VoIP typically allows you to make voice calls, and in some cases, video calls too. With this communication solution, your employees and teams can collaborate and work from anywhere in the world using cloud telephony.

In this article, we throw the spotlight on the 11 best VoIP providers for international calling to help you kickstart your search.

• Choosing a VoIP Provider
• Best VoIP Providers for International Calling
  1. Global Call Forwarding
  2. United World Telecom
  3. Skype
  4. RebTel
  5. Boss Revolution
  6. Google Voice
  7. 8×8
  8. RingCentral
  9. Ooma
  10. GoTo
  11. magicJack

But before we get started, let’s go over what to look for when choosing the best VoIP provider for international calling.

Choosing the Best VoIP Provider

Selecting the right VoIP international calling service provider will depend on your specific needs, budget, and geographical requirements. There are several factors that can greatly impact your experience. Here are some factors to consider when making your decision.

What to Look for While Choosing VoIP Providers for International Calling

1. International Coverage

Check your VoIP service providers’ international presence and coverage to ensure that they cover countries you frequently call, without any pesky limitations or higher costs. A robust global network guarantees you enjoy crystal-clear call quality and also score big on savings with competitive rates and tailored plans. Also check for region-specific features and coverage maps. Here’s our global country coverage.

2. Call Quality

Find a provider that offers impeccable voice transmissions and reliable connections for your international calls. Dive into user reviews and ratings to find out about providers’ call quality performance. Ask how they enhance and guarantee call quality through optimized routing and interconnections with local telecom carriers in different countries.

3. Average Cost

A basic VoIP subscription is likely to cost you $10–$300 per month. Compare pricing plans and pay attention to hidden charges (such as per-month vs per-user fees). Some of the best VoIP providers offer flat-rate plans for specific regions, which can be cost-effective if you make frequent calls to those regions.

4. Customer Support

Get a provider that offers responsive assistance round the clock through multiple channels, such as phone, email, or instant messaging. Take a peek at client reviews or testimonials specifically about their customer support.

5. Compatibility

Before making a decision, make sure the VoIP platform is compatible with your existing hardware and software. Check if they support common devices, operating systems, and software platforms. Consider providers that seamlessly integrate with popular business and communication tools.

6. Security

Maintaining encryption and security during VoIP calls is vital to protect your conversations from unauthorized access. Choose a provider with a strong track record of safeguarding customer data and prioritizing security measures.

7. Features and Flexibility

Opt for a provider that offers flexible plans that accommodate your specific calling needs. Ask for their feature set and any premium services.

11 Best VoIP Providers for International Calling

Whether you’re an individual or a business, we’ve curated the list of best providers based on three factors—international coverage, key features, and pricing plans. Say hello to seamless global communication! Let’s have a closer look:

Related: Which International Phone Number Type is Right for My Business?

Upgrade with Global Call Forwarding VoIP Solutions

Choosing among the best VoIP providers for international calling can prove challenging. But you need to find the right one for your business communication needs.

Leverage VoIP technology and expand your business’s reach, improve collaboration, and establish a global brand image. In today’s interconnected world, you can drive business growth globally with VoIP.

When it comes to international outbound calling, Global Call Forwarding has a wide coverage of countries and competitive pricing plans. GCF offers reliable and cost-effective solutions for businesses and individuals alike.

Unlock the power of seamless international communication with Global Call Forwarding. Talk to our experts today!

In the past few years, we’ve had disruptions, inflation, looming recessions, and more. And businesses are questioning short-term and long-term goals and, more direly, budgets. In the middle of all the chaos and opportunities, you want sustainable solutions that promise business continuity.

After all, keeping the business running and making profits can prove challenging, every now and then.

Let’s look at how to reduce costs without sacrificing service quality by outsourcing business operations with cloud telephony solutions like call forwarding solutions.

Businesses Want to Reduce Costs

Growing burdens on tech companies and, by extension, IT teams have led to drastic cost-cutting measures.

Venture funding continues to slow down; in fact, VC funding almost halved in the first half of 2023. This means that VC-funded companies need to extend their runway by adopting other measures.

And so, businesses are trying to reduce costs and achieve (or maintain) profitability by:

• Consolidating services and technology,
• Changing providers,
• Switching to hybrid, remote models,
• Finding cost-effective solutions and technology,
• Laying off employees, etc.

And while this may come easy to certain businesses, not all are able to sacrifice their workforce and core business applications.

So, what realistic options are left? Outsourcing your operations.

Why Consider Outsourcing Business Processes?

There are numerous benefits to outsourcing. You can choose IT outsourcing (cloud computing, security) or business process outsourcing (sales, customer and tech support, accounting).

And through these services, you can enter new countries and establish a local presence in multiple target regions. By entering these spaces, you can benefit from new labor markets, diverse workforces, and access to new customer bases.

Furthermore, you can even find new providers that can offer you better tools and solutions at competitive rates. In fact, consolidation of communication, IT management, and support tools is a goal for about 83% of employees.

But the biggest benefit of outsourcing business processes is cost-savings. About two-thirds of businesses choose outsourcing primarily to save costs. These savings come from various sources:

• Lower labor costs
• Lower operational costs
• No need for full-fledged local offices; remote teams, and so on.

This makes outsourcing a prime opportunity for businesses wanting to cut down on operational costs without sacrificing quality and business continuity.

Outsourcing with International Call Forwarding

One way to save money is to outsource sales and support services. You can take advantage of a international call forwarding service to centralize and manage business communication globally.

How do you outsource customer communication?

1) Hire sales and support staff in different countries:

This staff can work remotely or in smaller offices. As for equipment, all they’ll need to operate a cloud phone system is an IP-enabled device (computer, laptop) and reliable internet. They simply connect to your phone network and start making and receiving calls.

You can then route incoming calls to overseas people based on advanced routing rules. For example, forward calls during off-hours to staff located in different time zones. Or, route incoming calls from certain locations to remote teams closer to those callers.

This frees up your main service center to focus on other queries, hence reducing their burden. It also means you don’t need to hire and train seasonal staff to manage fluctuating call volumes or holiday spikes.

Additionally, you can have your overseas people make outbound calls with your business phone number. So, instead of placing outbound calls on their own devices and having their personal phone numbers displayed as outgoing caller IDs, they can change it to display your business number. This maintains business uniformity making your company appear as a wholesome entity even when spread out.

2) Use call center outsourcing or BPOs:

These services take on your extra burden for relatively lower costs. This is especially true when compared to hiring new members in-house or a BPO in your own country. Plus, you don’t have to worry about hiring and onboarding sales and support staff; the BPO takes care of it.

And they come with key cloud communication features to ensure your customers are assisted efficiently and accurately.

Related: Top Countries for Call Center Outsourcing

How Global Call Forwarding Can Help

A call forwarding service can ensure your customers reach your teams wherever they are located. And with a cloud-based service, you don’t have to worry about high calling fees, even with international calls.

Our teams can set you up with the right solutions to keep all your local and distributed teams connected. We’ve helped countless businesses reduce communication-related costs with reliable voice solutions.

Plus, our global network of local telecom operators helps us provide global phone services without interruptions or exorbitant rates.

Want to find out more about our call forwarding service? Call us or chat with our experts today. We’re here to help!

International phone numbers make it easy for businesses to expand and extend services to new markets globally. But how do you use these numbers effectively so that they get in front of the right audience at the right time?

Many of our customers use their international numbers to research, test, and enter new markets. Others assign different numbers to separate distributed service centers or individuals. Some others even use it to outsource support in more cost-friendly regions.

We’ve put together a list of different business use cases for international phone numbers, so you have a place to start.

Before we get started, however, here’s a quick overview of the types of phone numbers used for international calling. Want to skip ahead? Jump to the 9 Use-Cases now.

Using International Phone Numbers for Business

International phone numbers are typically local and toll-free numbers with recognizable area codes and prefixes. This familiarity encourages locals to answer or return your calls.

And when you use virtual international numbers, you add more benefits to your international expansion plans. Virtual numbers work through the internet. In other words, you can make and receive calls using these international numbers. All you need is a VoIP-based phone number from your desired country and a stable internet connection.

Then, you can receive calls in any location by simply forwarding them to your preferred device or destination number. The best part? You don’t have to worry about building physical offices in all these different locations.

Cloud telephony is designed to help businesses operate from wherever they want without sacrificing their ability to communicate globally. And that’s where international VoIP calling comes in.

Different Types of Numbers for International Calling

Now, there are a few different types of international numbers that allow businesses to communicate across borders. Each type has its own distinct functionality but at the core of it, all number types are virtual and easy to use. Let’s look at the most common types:

1. Local phone numbers: These numbers have local area codes for their respective cities or states, and calling these numbers incurs a common local calling fee. Locals in these areas will recognize these codes as local codes. For example: New York City has the 212 and 646 codes while Dubai has 4. You can purchase local phone numbers for your target regions from any international phone service provider.

2. National numbers or non-geographic numbers: National numbers – also called shared cost numbers – are tied to specific countries but not to specific local cities or states. This similarity means that calls made to a national number also incur local calling rates.

3. International toll-free numbers (ITFNs): Country-specific toll-free numbers with 3-digit toll-free prefixes are free to call from within the respective country. Most businesses use these numbers to make it easy for their customers to call for support and assistance. Global Call Forwarding offers ITFNs from over 150 countries around the world. This way, you can pick numbers for your target countries.

9 Business Use Cases for International Phone Numbers

So, what are some successful ways to use your international phone numbers? Here are 9 common use cases we’ve seen in our 27 years of providing global numbers:

• Support Different Countries
• Establish a Local Presence in Foreign Countries
• Give Access to Individual Departments
• Advertise on Business Cards and Email Signatures
• Implement an Internal Help Desk
• Boost Localized Content ROI
• Outsource Support
• Set Up After-hours Support
• Consolidate Contact Center Operations

1. Support Different Countries

With international numbers from different countries, you open new channels of communication between your business and customers in these regions. This allows you to provide additional support in these different countries by listing contact phone numbers on your website, email communication, support documentation, and social media. And you can do this with either local or toll-free numbers.

2. Establish a Local Presence in Foreign Countries

Similarly, you can use local numbers to create a local presence in target regions and offer local customer support. Customers calling these numbers for support don’t have to pay high calling fees. Even if your business forwards calls internationally, customers still only pay local rates. Depending on the city, state, and country, local rates stay as low as 2.5 to 10 cents per minute per call.

3. Give Access to Individual Departments

By assigning individual numbers to critical departments and individuals, you can improve call management and overall productivity. For example, when you assign and share numbers to each sales and support person, customers can call them directly and get support faster. Plus, you can track these numbers to understand how customers find your business and how associated employees are performing.

4. Advertise on Business Cards and Email Signatures

You can go on to display these international numbers and individual contact numbers on your marketing materials. This lets you add an accessible and personal touch to business cards, email signatures, and other critical touch-points. Prospects coming across these channels will find a direct line to your agents, making your business more reachable.

5. Implement an Internal Help Desk

The most common use case we’ve seen recently is using international phone numbers to access internal help desks. Businesses with international teams and customers can use a global service desk hotline to help employees access additional assistance.

In this scenario, businesses have an internal technical or IT support-related help desk. And they use international numbers so employees in different regions can phone in for technical support.

6. Boost Localized Content ROI

More and more global companies now use a variety of localization strategies to increase visibility in target markets. However, it can prove difficult to track, measure, and improve localized strategies.

One way to do so is by using local phone numbers alongside country-specific campaigns. As calls come in, your teams can better determine which global strategies and campaigns are working and which need work.

You can do this for content (blog posts, product pages, social media posts) on a country or city level. For example, promote a Mexico toll-free number on your Spanish content and France toll-free number on your French content. Then, study call records to understand who’s viewing your online content more. On a smaller scale, you can use city phone numbers to see if your marketing materials are easily visible in different parts of the country.

7. Outsource Support

Another common application of international numbers is to outsource sales and support services.

Growing businesses can easily outsource with call forwarding and international numbers. Most businesses outsource to different countries with low labor and manufacturing costs or where desired talent is better available. They then forward calls from the main service line to these distributed service centers, wherever they are located.

Plus with advanced call routing strategies, you can route calls based on schedules, location, and more.

8. Set Up After-hours Support

The routing strategies mentioned above can also enable you to set up after-hours support. In this scenario, you can choose to route calls during certain hours to remote agents or call centers. As with the follow-the-sun support model, you can route calls to where your teams are actively working instead of offices closed for the day.

Or, you can route calls to your online support center. Here, you give them the option to leave a voicemail, chat with an assistant who can direct them to online resources, use an automated service to generate a ticket, and so on. All of this, of course, depends on your communication infrastructure.

9. Consolidate Contact Center Operations

You can also integrate your international phone numbers into your contact center software or pair them with other UC applications and build out your contact center operations. This way, you can upgrade your communication stack and use these services from one platform.

This way of centralizing business communication can help improve productivity and efficiency.

Get International Phone Numbers with Global Call Forwarding

With all these options and possibilities available, where do you start? Every business has a unique selling point and it’s your job to find that and bring it to the forefront so your customers can find you and trust you.

Let us help you get to the right place with our vast inventory of international phone numbers. Check out our Country Coverage to see if we cover your target countries. Or, speak with our global communication experts. They’re here to help you find the right communication solution for your business needs.

Call us today or chat with us online!

As part of T-Mobile’s expansion plans, the company acquired Sprint back in 2020. Since then, Sprint has been gradually shuttering down its different services including discontinuing its ITFS number service.

This means many customers (including businesses) won’t be able to use these numbers to communicate with their end customers.

Here’s a quick overview of what is happening and what options are available to customers facing this issue.

How ITFS Numbers Works

International toll-free numbers – also known as ITFS numbers – allow callers from their associated countries to call your company for free. The business pays for these calls encouraging more and more customers to reach out for sales and support queries.

These toll-free numbers exist in different forms but you can identify them by the toll-free prefix at the beginning of these numbers.

Businesses typically buy ITFS numbers for different target countries to extend operations to those regions. And with competitive costs, these numbers are relatively inexpensive compared to opening physical offices, making them a cost-effective solution for global businesses.

Options Going Forward

So, with Sprint shutting down, what can customers with existing Sprint phone numbers do?

Many phone number providers are scrambling to resolve this issue. And while porting your toll-free numbers seems the obvious solution, it will prove hard to port all these numbers away from Sprint.

Our teams at Global Call Forwarding, however, are working hard to help customers facing these issues. While we may not be able to port all numbers, businesses can instead purchase new ITFS numbers from us.

If you choose this route, you can then set a custom greeting on your existing Sprint line letting callers know that it will soon be disconnected. Here you can also share your new number.

Then, add disclaimers to your marketing materials (website, email, social media, etc.) explaining that your old number will be disconnected on a certain date and provide the new contact number.

The Problem with Legacy Telecom Carriers

Most legacy carriers constantly look for ways to expand their consumer base and, by extension, revenue. This leads to a lot of acquiring or merging with other carriers; Sprint was purchased at $26 billion. Additionally, they tend to shut down older services and networks to afford such purchases.

However, the transitionary phase of such a merger can shake things up for the layperson needing a reliable phone service.

Having been in this business for over 27 years, we’ve seen some common issues with legacy telecom carriers, such as:

• Longer response times; representatives are harder to reach
• Lengthy number provisioning times
• Limited global voice coverage, and more.

As an alternative, we strive to provide a more reliable service through our high-availability global network.

See How Global Call Forwarding Can Help

Since 1996, Global Call Forwarding has been providing international phone service from more than 160 countries. With fast provisioning times and 24/7 customer service, we aim to provide a high-quality and reliable service.

View our country coverage to see if we cover your target regions; check our customer reviews to see how businesses like yours use our service.

Need new international toll-free numbers to replace your Sprint numbers? Sign up on our Pricing page or chat online with our experts today. We’re here to help!

In today’s fast-paced business landscape, round-the-clock customer support is a strategic necessity. If phone support is your preferred customer service approach, then you need to ensure customers can effortlessly connect with you. Not only that, you must also be able to quickly resolve their queries, in a responsive and well-organized manner.

An efficient customer support system is paramount, and one integral aspect of this system is the escalation matrix. An escalation matrix offers a meticulous approach to navigating and resolving customer issues. It helps in delineating stages of escalation and identifying agents and teams for handling incidents. With an escalation matrix, you can solve issues systematically and more swiftly. You can use such a matrix for inbound and/or blended call centers.

In this article, we’ll delve into:

• What is an Escalation Matrix? Why is it Important?
• Types of Escalation Models: Failover, Hierarchical, and Functional
• How to Design a Call Center Matrix
• Designing an Escalation Matrix with GCF

Let’s dive in!

What is an Escalation Matrix?

An escalation matrix is a structured framework that guides how to handle challenging customer issues when the first point of contact cannot solve them. Think of it as a ladder helping agents climb to the right level of support to solve complex problems.

Simply put, an escalation matrix outlines the steps and levels of escalation for addressing complex customer issues. By doing so, it ensures that no matter the complexity of the problem, customers can find resolution quickly.

And, it goes without saying, that customers would prefer this instead of being bounced around or left frustrated.

Why is it Important to Have an Escalation Matrix?

As one of the most common call center best practices, the primary goal of any escalation matrix is to enhance customer satisfaction by streamlining the resolution processes. It acts as a safety net, assuring customers that even if their initial concern isn’t resolved, there’s a clear path to reach higher-ups who can provide solutions. Here are some reasons why a well-structured escalation matrix is crucial:

1. Minimize time taken for resolution: Ensure that customer issues are handled most efficiently by appropriate and knowledgeable agents,
2. Increase the likelihood of retention: Showcase the company’s commitment to customer well-being,
3. Optimize resources: Route issues to suitable agents or level of expertise and prevent unnecessary involvement of higher-ups for routine matters.
4. Establish clear communication pathways: Ensure that the right information reaches the right people at the right time.

Implementing an escalation matrix helps prepare agents to assist and support callers, no matter what their reason to call.

Related: Call Center Trends in 2023

Types of Escalation Models

These models vary based on your organization’s structure, industry, and customer service priorities. You will have to customize these models to fit your specific needs and industry standards. Here are the most common type of escalation matrix modes:

1) Failover Escalation Matrix: Ring Groups-Based

In this call center escalation model, you can add relevant individuals in respective ring groups and then ring them sequentially. Here’s how:

Group 1 – Frontline Agents: Receive initial call.

Group 2 – Backup Remote Agents: If call remains unanswered.

Group 3 – Support Managers or Director: If call remains unanswered.

Group 4 – Voicemail: If no one answers after that, automatically send callers to a voicemail.

2) Hierarchical Escalation Matrix: Complexity-Based

In this escalation model, customer enquiries start with frontline agents. However, if they cannot resolve the issue, enquiries are escalated step by step to higher levels of expertise. Certain customer support issues may require everyone to pitch in. Here’s a simplified breakdown of a hierarchical escalation matrix:

Level 1 – Frontline Support: Initial contact point where customer concerns arrive; agents can resolve basic issues here.

Level 2 – Technical Support: Forward more complex issues here. These agents possess specialized technical knowledge.

Level 3 – Specialist Teams: Reserved for highly complex issues requiring specialized knowledge or departmental intervention.

Level 4 – Management: Reserved for critical issues requiring immediate attention from higher management.

3) Functional Escalation Matrix: Function-Based

This type of escalation matrix focuses on the functional aspect of the issue rather than the hierarchy. It’s suitable for organizations where specialized teams handle specific types of problems. Here’s a simplified representation:

Function 1 – Network Issues: Escalated when the problem pertains to network connectivity or signal quality.

Function 2 – Billing Concerns: For issues related to billing, payments, and account discrepancies.

Function 3 – Technical Hardware: When the problem involves malfunctioning devices or equipment.

Function 4 – Service Outages: Reserved for widespread service disruptions affecting multiple customers.

Designing a Call Center Matrix

So, how do you design an escalation matrix in your call center? In most cases, you start by identifying what your customers need and then putting plans in place to help them. But depending on your business type and size, you might want to consider a few more factors. Let’s have a look:

Step 1: Identify Customer Issues

First, make a list of common problems customers might face. These could be things like account check-ins, billing issues, product defects, delivery delays, or technical glitches. Understanding these customer pain points helps you organize the escalation process better.

For instance, you can review past customer support tickets to spot recurring challenges. Then identify patterns or keywords within these tickets pointing to common problems.

Or, agents can inquire about customers’ overall experience and if they encountered any difficulties. They can do this by conducting quick and brief surveys to gather customer feedback after providing assistance.

Additionally, they can study feedback gathered from customer surveys and other sources online reviews, social media, etc., for comments and ratings addressing specific issues.

If you offer phone support, then it is recommended that you monitor and analyze call data to identify concerns commonly arising during customer calls.

Step 2: Define Escalation Levels

Once you’ve collected data on the different areas of support you need, you can start building your escalation matrix. Think of escalation levels as different stages of help.

For the failover or hierarchical escalation matrix: Level 1 can tackle basic issues that frontline agents can handle, like password resets. Level 2 can handle trickier issues that need more experienced agents. And Level 3 might involve problems that require the attention of supervisors or managers.

For the functional escalation matrix: Based on the functions needed to resolve common queries, include key departments or individuals within your inbound call center matrix.

Divide and categorize your most common and crucial customer queries. Then, place them in their respective levels. Once you’ve outlined this, you can move on to assign responsibility.

Step 3: Assign Responsibility

For each level, decide who will (and more importantly, who has the relevant experience to) handle the issues. Frontline agents will handle Level 1, while more experienced agents step in for Level 2. If it’s still not resolved, managers might take over at Level 3.

Same goes for the function-based escalations where specific departments handle their queries relevant to them. This ensures problems get to the right people at the right time.

Step 4: Set Time Limits

Time is crucial in customer service. Decide how quickly each level should respond. For instance, Level 1 might need a response within 2 hours, Level 2 within 4 hours, and Level 3 within 24 hours. This keeps customers from waiting too long for solutions.

Share these realistic expectations with your agents and provide them resources — like a knowledge base or unique phone extensions to reach managers — that help meet these goals.

Step 5: Optimize Communication Channels

Decide how customers can reach each escalation level. For simple issues, phone or chat might work. But for complex problems, email or even in-person support might be necessary. Make sure customers know how to reach each level. Ensure your phone number and chat is easy to locate. Set up automated responses so customers know their messages have been received.

Step 6: Create a Clear Flowchart

Now, make a flowchart that shows the path from Level 1 to Level 3. It’s like a map that guides agents on what to do when a problem arises. The flowchart should be simple to understand, so everyone can follow it without confusion. Make sure to include back-up options, in case primary options fail to work.

Step 7: Train and Provide Guidelines

Train your agents on how the escalation matrix works. They should know when to escalate and what information to provide at each level. Guidelines can help them make the right decisions and provide consistent support. It’s important they know how to access relevant information and resources to help resolve queries effectively.

Step 8: Review Regularly, Prioritize Feedback, and Empower Teams

Customer issues change over time, so your escalation matrix should too. Regularly review and update it. If they often feel problems weren’t solved properly, it might be time to rethink your escalation process. Their feedback is invaluable.

Listen to your customers. Continue to survey customers and collect feedback to improve your operational efficiency. If you notice certain issues always go to Level 3, maybe you need to adjust the process. Flexibility is key.

On top of that, take time to empower your agents to make the right decisions. Sometimes, a frontline agent can solve a Level 2 problem with the right tools. This helps save time and enhances customer satisfaction.

Keep communication open. If agents find that certain problems keep coming up, they should feel comfortable providing feedback. This can help refine the escalation matrix for better efficiency.

How to Design a Call Center Escalation Matrix with GCF

So, what options do you have with Global Call Forwarding? Our advanced suite of features—mostly focused on cloud-based forwarding and routing—help you create custom call flows. And this means, you can tailor your escalation matrix based on your specific needs.

With our range of call center technologies, we can help you build this with our 24/7 tech support team and customer success managers.

Here are two ways you can build your call center escalation matrix in our control panel:

1. Ring Groups

You can use ring groups to provide different levels of support. Then, if the first group cannot answer the call, it automatically forwards to the next in line. All this happens quickly behind the scenes so customers don’t have to wait in line for too long.

Here’s what this looks like:

Customize these ring groups to meet your requirements. They can be functional or hierarchical or simply backup options on high call traffic days.

2. IVR and Advanced Routing

Alternatively, you can create a department or function-specific escalation matrix through our IVR editor. Here, you can include relevant functions for common queries like:

• Front desk – for office hours, directions, etc.
• Sales – to increase call center sales
• Customer support – connects to customer support ring groups sequentially as programmed above
• Billing – for billing and accounting-related queries, and so on.

In our control panel, it looks something like this:

Create Custom Call Flows to Prepare for Escalations

Streamlining customer support helps in optimizing your resources and enhancing communication pathways. Global Call Forwarding offers advanced cloud-based solutions for building an efficient escalation matrix. With options like ring groups and IVR, we can help you streamline support thereby helping you to foster customer satisfaction, which ultimately fuels business growth.

To unlock the potential for enhanced customer support and business growth, reach out to Global Call Forwarding today! Speak to our experts today or book a demo.

Related: Cloud Call Center Software – Pricing Guide

In today’s interconnected world, businesses rely heavily on internal IT help desks or service desks to provide crucial technical support for their employees.

Think of the service desk as the nerve center. Its main job is to efficiently handle a wide range of issues and requests, ensuring smooth operations and prompt resolutions.

But imagine taking this pivotal support system to a global scale: a global service desk hotline that transcends borders and time zones, allowing businesses to provide round-the-clock assistance in multiple languages.

Such a setup is not just essential; it is a game-changer for businesses aiming to deliver many benefits including unparalleled customer service, optimized workflows, empowered IT staff, and more.

Now these service desks may cater to different communication channels, depending on your business’ needs. But we’ll focus specifically on voice and phone services.

In this article, we will delve into key telecom tips to enable a global service desk hotline successfully.

What is a Global Service Desk Hotline?

A global service desk hotline is a vital communication platform connecting users with the IT department or service provider to resolve various issues. And it is designed to offer assistance to users across multiple locations or countries.

You can embrace this seamless support experience to ensure smooth operations on a global scale. The hotline will offer real-time solutions, troubleshoot hardware and software concerns, and guidance on various services.

This type of communication platform is also called a service desk, IT service desk, IT help desk, global help desk, and so on.

Who Can Benefit from a Global Service Desk?

Businesses of any size and in any industry can create and use global help desks in many ways. The most common use case, however, is where businesses have an internal IT help desk or service desk that employees can phone in for technical support.

But your business can use these help desks for wherever you need the support. When developed properly, and with the right communication tools, your teams can experience easy communication and collaboration.

Enabling a Global Service Desk Hotline: 7 Tips

Having a reliable and accessible service desk hotline is crucial when it comes to providing quality customer support to your employees and users. If you plan to expand your business operations internationally, then you may need a well-established global service desk.

However, setting up a seamless and efficient hotline can be a daunting task. To help you get started, we have compiled a list of important steps that will enable you to establish a robust global service desk hotline:

1. Determining Countries of Callers

The first step is to figure out the countries from which employees or customers will be making calls to the service desk. This information is crucial for planning the telephony setup. Take into account the different departments that need access to tech support information. With employees, include local, global, hybrid, and remote teams. And with customers, make a list of all the countries your customers reside in.

You can also audit your call detail records to determine which countries inbound calls commonly originate from. For example, you can download your CDRs as an excel file and then filter by caller ID to understand which countries are calling you the most.

2. Understanding Inbound Call Volume

Next, before setting up your voice infrastructure, it’s vital to get an understanding of the volume of inbound calls expected from different countries. Look at past high call volumes and call traffic trends; your telephony system should be able to help you with this. Again, you can download CDRs and audit call activity to understand average call volumes and peak seasons.

This helps in making informed decisions about the telephony resources required.

3. Handling Low Call Volume in Certain Countries

In some countries it is likely that carriers will automatically disconnect the line if there is no usage or very limited call volume. Global Call Forwarding has mechanisms in place to prevent this, and we have helped customers facing such challenges.

4. Choosing Toll-Free or Local Numbers

Next, consider how employees will contact your help desk. You must determine whether it’s better to offer toll-free numbers or local phone numbers.

In our experience, we have seen that clients prefer toll-free numbers as their service desk hotline. These numbers are free for callers to dial and therefore encourage more employees to get in touch for support.

While many clients of our prefer a single “global toll-free” phone number, we typically recommend international toll-free service or ITFS numbers. This is because these numbers cost less, require fewer documents, and are generally more reliable.

5. Routing Calls

The next step involves determining how calls will be routed. Some key questions to be considered are:

• Do you already have a PBX and just need to enable global connectivity from other countries?
• Do you want to send calls directly to an office number or forward them to employees’ mobile phones?
• Would your teams benefit from advanced routing functionality?
• Do you want to rotate on-call agents according to a schedule, or simply make real-time changes?

Global Call Forwarding customers can benefit from a wide variety of advanced routing features that come with each of our plans. For example, you can ring people in groups sequentially or simultaneously or ring extensions on our GCF softphone. You can also route calls based on predetermined rules such as location-based or time-based routing, etc.

6. Choosing a Global Telephony Provider

Opt for a global telephony provider with number coverage in the countries from which you receive calls. You want to make sure your provider can promise reliable communication at competitive rates for your target countries.

Check out our Country Coverage to see if we cover your regions.

Besides voice coverage, make sure your selected provider can also offer your desired features and functionalities.

Related: How To Choose a Global Telephony Provider?

7. Contacting Sales or Getting a Demo

The best way to equip your service desk with a high-quality phone system is to test the platform beforehand. We recommend that you talk to the telephony service provider’s sales team and request a personalized demo.

Help them understand your specific use case so they can show you solutions tailored to your needs. You may even sign up for a free trial or account. This helps in understanding the services offered and testing the call quality to make a well-informed choice.

Communication for Global Workforce and Users

Enabling a global service desk hotline requires careful planning and consideration of various factors. By following the aforementioned steps, you can set up an efficient and accessible support system that caters to your employees and users worldwide.

Make Global Call Forwarding your reliable telephony provider! We specialize in simplifying the process of provisioning global phone numbers for your service desk. We also provide access to a self-service portal to enable your global service desk from any device.

Ready to enhance your business communication on a global scale? Contact us today and experience seamless connectivity and top-notch support for your service desk.

Want to see Global Call Forwarding in action? Request a demo or read what happens after you sign up.