The ROI of Investing in Call Routing for Accounting Firms

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

Accounting firms, like any other business, are always looking for ways to improve their efficiency and effectiveness. One often-overlooked way to do this is by investing in call routing technology. When implemented properly, call routing can greatly improve a firm's customer service, efficiency, and ultimately, its bottom line. But what exactly is the return on investment (ROI) for such an investment? Let’s delve into it.

 

What is Call Routing?

Call routing, also known as automatic call distributor (ACD), is a telephony technology that distributes incoming calls to specific agents or departments within a company based on pre-determined criteria. This could include the caller's identity, the purpose of the call, or even the time of day. The goal is to ensure that each customer is connected with the most suitable resource without unnecessary wait times or transfers.

 

The Benefits of Call Routing

Call routing offers a number of benefits for accounting firms. First and foremost, it improves customer service by ensuring that calls are answered promptly and by the most qualified individual. This not only reduces wait times but also increases the likelihood of positive customer interactions.
 

Call routing also increases efficiency by reducing the amount of time that employees spend on unnecessary or unproductive calls. This allows them to focus on their core tasks and responsibilities, thereby increasing overall productivity.
 

Finally, call routing can provide valuable data that can be used to improve call handling procedures and customer service strategies. This includes information about call volumes, call durations, and agent performance, among other things.

 

The ROI of Call Routing

The return on investment for call routing technology is significant. According to a study by Aberdeen Group, businesses that implement call routing technology can expect to see a 50% reduction in missed calls, a 60% reduction in call handling time, and a 30% increase in customer satisfaction levels.
 

Moreover, the increase in productivity and efficiency can lead to significant cost savings. For instance, if an accounting firm is able to reduce the time that its employees spend on unproductive calls by just 10 minutes per day, this could result in savings of thousands of dollars per year.
 

Finally, the data provided by call routing can be used to further improve the firm's operations and customer service strategies, leading to even greater returns on investment over time.

 

Investing in call routing technology can deliver significant ROI for accounting firms. It can improve customer service, increase efficiency and productivity, and provide valuable data for strategic decision-making. While the initial investment may be substantial, the potential returns make it a smart investment for any firm looking to improve its operations and bottom line.