How Accounting Firms Can Improve Service with Advanced Call Routing?

Posted In | CRM | Help Desk | Calling Solution | Accounting Firms

Accounting firms, like many other businesses, are seeking innovative ways to improve their customer service. One of these ways is through the use of advanced call routing. As the name suggests, advanced call routing is a technology that allows businesses to direct incoming calls to the most appropriate party, based on predetermined criteria. This technology can help accounting firms not only improve their customer service but also increase their efficiency and productivity.

 

Why Advanced Call Routing?

Advanced call routing can provide a significant boost to the quality of service provided by accounting firms. By ensuring that calls are promptly directed to the right person or team, firms can reduce wait times, resolve issues faster, and improve overall customer satisfaction. Additionally, advanced call routing allows firms to better manage their workload and distribute calls evenly among their staff, preventing burnout and enhancing productivity.

 

Key Features of Advanced Call Routing

Advanced call routing systems typically come with a range of customizable features that can be tailored to the specific needs of an accounting firm. These include:
 

• Time-based routing: This feature allows firms to route calls based on the time of day. For instance, during regular business hours, calls might be routed to the office, while after hours, they might be directed to an answering service.
   

• Skills-based routing: This feature enables firms to direct calls to the person or team best equipped to handle the query, based on their skills and expertise. This is particularly useful in accounting firms, where different team members may specialize in different areas.
   

• Priority routing: This feature allows firms to prioritize calls from key clients or high-value accounts, ensuring they receive prompt attention.
   

• Geographical routing: This feature enables firms to route calls to the nearest office or representative, based on the caller's location.

 

Implementing Advanced Call Routing in Accounting Firms

Implementing advanced call routing in an accounting firm involves a few steps. Firstly, the firm needs to assess its current call handling process and identify areas for improvement. This might involve tracking metrics like call duration, wait times, and resolution rates.
 

Next, the firm needs to select a call routing system that fits its needs and budget. This involves comparing different systems, checking their features, and assessing their compatibility with the firm's existing infrastructure.
 

Once the system is in place, the firm needs to configure it according to its needs. This involves setting up the routing rules, training the staff on how to use the system, and continuously monitoring and adjusting the system to ensure it's delivering the desired results.

 

Advanced call routing can provide a significant boost to the quality of service provided by accounting firms. By ensuring that calls are promptly directed to the right person or team, firms can reduce wait times, resolve issues faster, and improve overall customer satisfaction. Furthermore, by better managing their workload and distributing calls evenly among their staff, firms can prevent burnout and enhance productivity.