Staying Connected with Consumers: Utilizing Time of Day Routing

Staying Connected with Consumers: Utilizing Time of Day Routing
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Call forwarding allows businesses to field calls from customers or clients, no matter where the call originates or where it was intended to go. But there is an advanced call-forwarding feature that allows customers to reach a business no matter when they call, as well. Time-of-day routing, or TDR, allows businesses — specifically national and global businesses — to maintain control of their customer communications without having to open physical call centers scattered across different geographical locations.

Time-of-Day Routing

Time-of-day routing allows businesses to push calls to a specific, predetermined location or locations depending on the time of day or day of the week that the call was placed. This helps businesses improve operational efficiency by ensuring the proper routing of calls depending on when the call was made — and which line will be best able to handle that call given the business’s schedule. TDR adds another layer to a business’s call-forwarding plan, which is generally implemented to ensure that the right call will go to the right place. TDR ensures it will get there at the right time, as well — without the need for a receptionist or automated system to route the call. TDR can be applied to toll-free numbers, vanity numbers and local numbers.

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Time Zones

There are many examples of businesses using time-of-day routing to streamline their administrative operations. One of the most common is to stay ahead of time-zone problems that arise when doing business nationally or internationally. If an office is closed after 5 pm, EST, a time-of-day routing service could automatically divert all incoming calls placed after 4:50 pm to the business’s West Coast office, which would be open for another three hours. This plays an even more crucial role overseas, where time zones can affect entire days.

Days Off

The day-of-the-week feature is frequently utilized by businesses that are closed on a specific day on a recurring basis. Instead of leaving customers to the anonymity and unresponsiveness of a voicemail system, incoming calls could be routed to a dedicated, on-call employee’s mobile phone. If a software supplier is closed on Sundays, a TDR service could forward all calls to the software manufacturer’s offices on that day of every week.

Holidays

Likewise for holidays, time-of-day calling can allow businesses to close on certain holidays, but schedule calls to be routed to an employee who may not celebrate that holiday, or, again, to a third-party representative. For international businesses that must be aware of cultural nuances, time-of-day routing allows them to maintain sensitivity to local customs without losing customers. In New Zealand or Australia, for example, all incoming calls made on Anzac Day could be routed to offices in the U.S., allowing local employees to observe an important holiday without the business missing a call.

TDR is an advanced feature that is available through most providers of call-forwarding services. TDR gives even more control to businesses over how their calls are routed, allowing them to factor in not just where the call will land, but when it will land there. TDR is a valuable tool for enterprises that aren’t 24-hour operations, but don’t want to miss calls after hours or on days off. TDR is also a boon to businesses that operate in different time zones, but want to establish continuity across geographical regions. Like all call-forwarding features, TDR is essentially another layer of protection between a business and an opportunity missed due to a misplaced connection.