Geographic Call Routing

Providing exceptional customer support and technical assistance across multiple regions and time zones is not just an advantage; it’s a necessity. United World Telecom provides Geographic Call Routing with each of our cloud phone number plans. With this feature, your business can:

• Route calls based on location-specific rules
• Set up multiple regional service centers
• Effortlessly extend its international reach
• Offer personalized and timely support to customers worldwide

What is Geographic Call Routing?

Geographic call routing is an advanced feature that intelligently routes incoming calls to specific phone lines, extensions, or locations based on the caller’s phone number and area code. This feature ensures that no matter where your customers are calling from, they can connect with your team in the most convenient and efficient manner possible.

Based on your business communication needs, you can direct calls to:

• Nearby company locations
• Centralized or regional call center BPOs
• Company hubs or satellite offices
• Remote agents in specific regions
• Locations that require additional business support

This feature goes by many names, including geo-routing, caller ID routing, and location-based routing.

How Geo-Routing Helps Your Business

The geo-routing feature from United World Telecom is designed to help businesses offer reliable and responsive customer service. Here are key benefits that your business can enjoy:

Establish local presence: Enter multiple markets cost-effectively by using virtual local phone numbers and forwarding calls to your main headquarters.

Use one number for multiple locations: Utilize a single contact number for global operations, directing calls to appropriate regional offices for localized support.

Provide 24/7 global support: Adjust advanced routing rules to send calls to different locations based on the time, caller ID, regional service centers, etc.

Simplify call process: Automate call routing to connect customers directly to the right location or agent, eliminating unnecessary transfers and reducing wait times.

Increase responsive support: Offer continuous customer service, by routing calls across different time zones, ensuring that someone is always available to assist your customers.

Increase customer satisfaction: Enhance your customer experience by ensuring quick, relevant, and efficient support, increasing overall satisfaction and loyalty.

Access local call insights: Gain valuable insights from localized call reports, understanding where your calls are coming from, to better tailor your marketing and sales strategies.

Who Benefits from Geographic Call Routing?

Enterprises with a global presence or those aiming to expand internationally can greatly benefit from geographic call routing. And it can be applied across various industries and departmental functions.

Whether you have multiple office locations, remote teams, or cater to a worldwide customer base, location-based routing ensures you remain connected and responsive to your customers’ needs. Here are some practical use cases:

1. Global Customer Support Centers

Connect your customers with support teams in the same or similar time zones, speaking the same language. This reduces response time and also improves the quality of support by overcoming language barriers and cultural differences.

2. International Sales Campaigns

Direct incoming sales calls from specific regions to the nearest sales representative or regional sales office based on the caller’s location. Add a layer of IVR prompts that allow callers to choose specific product interests, further refining the call routing process to connect them with the most appropriate sales specialist. This way customers receive quick responses from knowledgeable sales reps in the time zone and language they prefer.

3. Marketing and Lead Generation Teams

Assign a single or multiple contact number to direct responses to regional marketing teams. Ensure inquiries and leads are handled by the team most familiar with the campaign in that region. Track incoming calls to understand the effectiveness of campaigns and customer preferences.

4. Tech Companies Offering 24/7 Support

Technology firms can distribute calls among international support teams and offer round-the-clock support. Ensure that support calls are routed to locations where staff are currently working and provide continuous, uninterrupted customer service.

5. Retail Chains with Multiple Locations

As you operate in several locations, send customer calls to the nearest store. Customers can easily inquire about current product availability and store hours without being rerouted through a central call center. Enhance the shopping experience by providing timely, local information directly from the source.

6. Financial Institutions

Route calls to the closest branch or specialized support team based on the nature of the inquiry (e.g., loans, account management, investment services). Manage customer inquiries more efficiently and ensure customers receive accurate expert advice quickly.

7. Healthcare Providers

Route incoming patient calls to the nearest clinic or hospital, facilitate appointments with local doctors, or provide region-specific health information. This routing strategy is particularly beneficial in emergencies, where directing callers to the closest medical facility is critical.

8. Tourism and Hospitality

Connect potential guests with the nearest hotel or a local travel advisor. This allows customers to receive localized information, make reservations, and address concerns directly with someone familiar with the area and services.

Optimize Global Call Management

Ensure your calls always reach the right team, no matter where your business operates. Geographic Call Routing automatically directs incoming calls based on the caller’s location, allowing you to:

• Improve the experience of your customers by putting them directly in touch with the right department or regional office by cutting down on wait times.
• Optimize worldwide operations by managing several locations with ease and without missing crucial calls.
• Keep your availability constant by forwarding calls based on specific routing rules, business hours, or time zones.

Pro Tip: Pair Geographic Call Routing with Custom Greetings or Local Ringback Tones to create a consistent, professional experience that adapts to your customers’ location.

Get step by step instructions for how to set up geo-routing for each business phone line.