Call management enables businesses to efficiently handle phone calls, covering both incoming and outgoing interactions. It can be used by in-house teams, remote staff, or third-party call centers, helping companies organize and control call flow with ease.

The term refers to the technology a company uses to manage all its business communications. Call management systems can route calls to the right department at specific times, depending on employee availability.

In a retail store, customer calls are routed to the right team for quick assistance. Product availability questions go to the sales team, return or general inquiries reach the support team, and questions about product usage are directed to the customer success team for expert help.

Businesses use a single phone number for customer calls. An IVR or designated person answers, greets the caller, and inquires about their needs. The call is then routed to the appropriate person or department based on the customer’s request.

Effective call management prevents dropped or lost calls due to inefficiency or human error. It ensures call queues are properly monitored and every call is directed to the right department.

If you’re considering call management software for your business, it offers a range of helpful features, including:

• Interactive Voice Response (IVR)

• Efficient call routing

• Flexible call forwarding

• Comprehensive call recording

• CRM integration

• Streamlined call tracking

• Call analytics