International Calling

How to Never Miss an Important Call from International Customers Again

Globalization and the eCommerce boom have not only freed up markets but also made the world a smaller place. As virtual distances grow smaller, it also becomes easier to communicate with each other. Even businesses serving multiple countries are just a call away.

However, the implementation of such a global communication network is easier said than done. Multinational companies often struggle with international call management, especially when they’re working with limited means.

Here’s looking at how businesses can ensure that they never miss an international call ever again!

Challenges of International Call Management

The challenges of international call management can be summarized in the following points:

  • Time Zone Differences: Businesses may struggle with serving international calls across different time zones. Rotating the workforce across shifts to ensure round-the-clock availability is not only costly but also unsustainable in the long run.
  • Language Barriers: In addition to the varying time zones, languages can also pose as communication blocks. Balancing language diversity with cultural sensitivity calls for extensive training and sensitization that not a lot of companies prioritize enough.
  • Costly Call Rates: The average cost of inbound and outbound calls is $5.50 and $6.46, respectively. Such costs inflate even more if businesses depend on traditional telephony systems.
  • Global Call Routing: International call costs are steep. However, these values multiply when international calls get bounced around from one department to another, especially when their call centers are spread across geographies.
  • Missed Calls: The inability to be available 24/7 will result in lost calls, which are essentially lost opportunities. Seeing as how 85% of consumers whose calls go unanswered will not call back means that they will take their business elsewhere.

Transcending Global Boundaries With Cloud Telephony

Businesses can overcome most of the challenges associated with international call management by adopting cloud telephony solutions. However, it should possess the following features:

Global Accessibility

Naturally, global accessibility is the primary requirement of any international call management solution. Cloud telephony systems enjoy a worldwide presence. For instance, JustCall enables businesses to acquire virtual phone numbers in 70+ countries.

These international numbers help businesses establish themselves as a local player and earn customer’s trust. At the same time, it cuts down the cost of international calling. For instance, the call rates for US numbers on the JustCall app are as little as $0.01 per minute – a significant reduction from the $5.50!

Time Zone Routing

While automated call routing may direct calls based on various parameters like the agent’s capabilities, availability, etc., global call routing works on time zones. The international call management software should be configurable according to the caller’s time zone.

Such timezone-based call forwarding options ensure that customer calls are transmitted to agents during local business hours at all times. On the other hand, if the business receives a call out of hours, it can simply redirect it to the international voicemail that is accessible to all agents regardless of their location.

Multi-Lingual Support

Since language is a clear barrier, you want a solution that supports multi-language call answering. While you will still have to train your agents in the local language, multi-language call answering allows you to set up Interactive Voice Response (IVR) in various languages. Such language diversity allows the caller to select a language of their choice and proceed with seeking assistance.

Third-Party Integrations

Integration with third-party applications, systems, and productivity tools allows you to get more out of your international call management platform. For example, CRM integration offers insight into customer data.

Similarly, integration with scheduling software solutions can help with streamlining call management. JustCall integrates with 100+ digital solutions to make international call management simpler and scale operations as you go.

Security and Compliance

Although data security and privacy are universal customer demands, some of these are backed by local laws and regulations. For instance, customers in the European Union and California enjoy greater control over their data than other regions.

For this reason, the international call management solution should comply with the specified standards to avoid any legal run-ins with the authorities. JustCall offers robust data security while also being compliant with local laws (GDPR or CCPA) and industrial regulations (HIPAA or PCI DSS).

Call Recording and Transcription

Call recording and transcription help with quality control and assurance. They can also be used as game tapes for training and onboarding purposes. These assets will grant freshers second-hand exposure to real-world conditions while handling international calls. In some cases, the call records and transcripts can also help with compliance.

JustCall: A Trusted International Call Management Platform

While exploring the various features of a reliable international call management solution, you may have noticed how JustCall already checks most of the boxes. From having a robust global presence to offering virtual international numbers to being compliant with local regulations to integrating with third-party apps for dynamic scalability – JustCall can do it all.

With such promise and potential, what’s stopping you from trying out JustCall?

Taran, as the Support Manager at JustCall, spearheads efforts to enhance customer satisfaction by strategically collaborating with client-facing teams. He upholds rigorous standards, ensuring JustCall's support services consistently excel. Passionate about superior customer experiences, Taran champions a company-wide dedication to a customer-first mindset.

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