How to Ensure Calls Are Answered

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Phone calls going unanswered are a challenge for many businesses, and they cost companies revenue, reputation and customer experience. So how do you make sure each call to your business is answered, and how do you ensure each and every call from your leads, customers and partners is answered when they call?


Ensure Phone Calls Get Answered

The best way to address this challenge will depend in part on the resources available in your organization. Is there one person answering calls or one hundred? Even when you have a small number of people answering the phones, there are options for elegantly handling every caller who tries to contact you:

  • Continuous Ringing: Ensures a caller hears consistent ringing on their side, while on the agent side, Retreaver tries to connect with the first matched and available agent and if they don't answer, moves to the next agent and then to the next agent until the call gets answered.
  • Simultaneous Dialing: All the available agents in a handler group are dialed at the same time. The first to pick up is connected.
  • Call Me Back: Used on its own or in tandem with either Continuous Ringing or Simultaneous Dialing. This is about capping the ringing in the caller's experience and presenting back a message offering a call back when an agent becomes available.

Configuring Retreaver To Ensure Calls Are Answered

Retreaver enables you to use one or more of these approaches in call campaigns. The following configurations assume you are in the basic configuration. Performance marketers replace the terms "call handler" with "buyer".

A. Continuous Ringing

  1. Add call handlers to your account (note: continuous ringing requires at least 2)
  2. For each call handler set the following field:
    • Timeout: This is how long you want Retreaver to attempt the agent before moving onto the next. For continuous ringing, you want to provide the person answering the phone with enough time to answer the phone, while not making the attempt so long that the caller hears a lot of ringing. We recommend about 12 seconds, enough time for 3 rings heard by the caller before moving onto the next agent if the first available but not answering.
    • Priority: If you want the agents to be sent the call in a prioritized order, set the first agent's priority as 1, the next as 2, and so on.
  3. Create a Handler Group
    • Add all the Call Handlers to the group.
    • Set the behavior to dial handlers separately.
  4. Update your Campaign
    • Routing Settings: Use the Handler Group in your dial routing.

When a call is initiated, Retreaver dials the Handler Group and considers the available Priority 1 call handlers. The first is dialed, if they answer then the call is connected, if they do not answer within the Timeout, then the next call handler is dialed.

B. Simultaneous Dialing

  1. Add your call handlers to your account (note: simultaneous dialing requires at least 2)
  2. For each call handler set the following field:
    • Timeout: Optional. Pick a time that will timeout before the handler's answering machine picks up.
    • Priority: Not applicable
  3. Create a Handler Group
    • Add all the Call Handlers to the group.
    • Set the Behavior to Simudial Handlers.
    • Set the Priority and Weight as though the group is a single call handler.
  4. Update your Campaign
    • Routing Settings: Use the Handler Group in your dial routing.
    • Greetings: You'll want to add messages to communicate to your call handlers when they get the call vs are too slow to pick up.
      • Press 1 to accept.
      • Press 1 too slow.

When a call is initiated, Retreaver dials the Handler Group and considers the available Priority 1 call handlers. The first is dialed, if they answer then the call is connected, if they do not answer within the Timeout, then the next call handler is attempted.

C. Call Me Back Option

You want to set the "Call Me Back" option to occur when the phone hasn't been answered within a specified time. Consider the scenario:

  • You have a team of people available to answer a call
  • The campaign is set to Continuously Ring
  • No one answers, so you want to give the caller the option for a callback or to leave a voicemail.

To achieve this:

  1. Set up your call Handler Group(s) for Continuous Ringing.
  2. Create a campaign called "Campaign Redirect":
    • Routing Settings
      • 1 is pressed set to end.
      • 2 is pressed dial voicemail number.
    •  Prompts
      • Add a "Greeting" prompt: "All our agents are currently busy. To have an agent call you back as soon as available, press 1. To leave a voicemail, press 2"
      • Add a "1 is pressed" prompt: "Thank you. An agent will call you back"
    • Conversion Criteria
      • Set conversion criteria to Timer and 5 seconds. 
    • Tracking URLs
      • Add a Tracking URL and set to fire on Non-conversion - If outbound call meets seconds timer and is highest matching timer
      • Set the Timer to 5 seconds
      • Set the URL to post to a message to your agent system, via SMS or otherwise.  Optional. Add additional URLs to also update the caller via SMS.In a new tab, create a second campaign, "Campaign Redirect"
  3. Create a second campaign, and call it something like "Initial Call Routing"
    • Routing Settings
      • Select "When nothing is Pressed", choose "dial" and add your Call Handler Group.
      • Select "When no handler answered", choose "redirect to campaign" and set to "Campaign Redirect" campaign created in Step 2.
  4. Add a phone number to your Initial Call Routing campaign.
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