To be able to determine for yourself what happens when your company’s phone number is called, a call plan is needed. But what exactly is a call plan? Why do you need one and what should you pay attention to when creating a call plan?

What is a call plan?

With a call plan, you determine what exactly happens when your business phone number is called. It is comparable to a step-by-step plan. From the moment the phone rings, you can determine how your customer is spoken to. For example, you can set a specific message to be played at the beginning with important information for the caller. We also call this a welcome message. The call plan can also state that the call should be forwarded to a voicemail or a specific department. In short, the call plan is a blueprint of the journey the caller takes when they call you, so that your customer is helped as well as possible.

Why is a call plan important?

A call plan ensures that you have thought carefully about how you want the customers who call you to be spoken to. What is the first thing your customers should hear? How do you ensure that they get to the right person as quickly as possible? Do you want to intercept unnecessary phone calls by referring to your website or to a voicemail where the customer can leave a message? These are all questions you can ask when creating a call plan. Ultimately, a good call plan will ensure that your customers are helped quickly and to their satisfaction when they call you.

What to look for when creating a call plan?

It is not difficult to create a call plan. As long as you have thought carefully about how you would like it to be. In any case, keep the following things in mind:

  • Think carefully about the first message or welcome message that your customers will hear. a first impression is always important and can determine the course of the rest of the conversation
  • Do not let a caller wait longer than 20 to 30 seconds before someone comes on the line. This prevents irritation or even customers who end the conversation
  • Keep in mind that when forwarding to a mobile number, this can result in up to 5 seconds of extra waiting time. This can affect your call plan, as you do not want the waiting time to be too long

Finally, a call plan is never fixed forever. You can always adapt it to new insights or changed circumstances. Listen to the experiences of your customers and employees and adapt your call plan accordingly. This way, your telephone accessibility will always be up-to-date. For Belfabriek customers, this is a piece of cake, partly thanks to the user-friendly app. With this, you can easily change the call plan with the push of a button and make it active immediately, wherever you are, at home, on vacation, on a business trip, it doesn’t matter.