Your callers want to speak to the right person within your organization as quickly as possible. The better you meet this need, the more professional your service will be perceived by your callers.

One of the most commonly used ways to achieve this is the menu. But did you know that you can often connect callers to the right employee even before they reach a menu?

In this article, we’ll show you how to achieve this using intelligent caller ID with practical examples.

What Is Caller ID and How Does It Work?

As soon as a phone call is initiated, the receiving device gets the phone number of the calling device. It doesn’t matter whether the receiving device is a phone or an Interactive Voice Response (IVR) system like Belfabriek’s.

Based on this incoming number, the receiving device or IVR system can decide what information to display or what to do with the incoming call. For example, your mobile phone uses this information to link callers’ numbers to names in your address book. You then see the caller’s name on the display instead of just a phone number.

With an intelligent system like our IVR platform, we can do much more with this information. The most commonly used features are included as standard with your Belfabriek subscription and are immediately available. By using additional information sources or databases, we can create custom routing solutions with almost limitless possibilities.

To give you a better idea of what’s possible with our intelligent IVR system, here are some common problems and solutions where caller ID plays a central role.

Routing Across Multiple Branches

Many organizations with multiple branches want incoming calls to be handled by someone in the same neighborhood, city, or region as the caller. This can easily be done using our Area Code and Postal Code Routing.

With Area Code Routing, calls are automatically forwarded to the nearest branch based on the caller’s area code.

If you need more granular routing, for example, because you have multiple branches within one region and want to connect callers to a branch in the same or adjacent neighborhood, Postal Code Routing is a perfect solution. Here, the caller is asked to enter the first four digits of their postal code, and the call is then forwarded to your branch in the same or an adjacent postal code area.

Mobile callers are also taken into account. Since mobile numbers are not location-based, they are always asked to enter the first four digits of their postal code.

If needed, you can combine Area Code and Postal Code Routing. Whichever routing you choose, you decide which area codes and postal codes are forwarded to which branch. This ensures there’s always a solution that perfectly fits your needs, and you have full control over your service number.

Routing Calls from Abroad

Do you frequently receive calls from abroad? Just like with the Area Code Routing mentioned earlier, you can play an appropriate foreign-language welcome message based on the caller’s number and then connect them to the right employee. Whether this employee is in your office, a remote worker elsewhere in the Netherlands, or an employee at an external call center doesn’t matter to our IVR. You can adjust this destination at any time, just like any other destination.

If you often receive calls from certain countries, it’s highly recommended to request a local number. You can arrange this through Belfabriek. Check out our Numbers Abroad pages or ask one of our experts for advice.

Routing to a Dedicated Account Manager or Employee

For existing contacts and customers, it’s nice if they can directly reach their account manager or dedicated point of contact. By intelligently using caller ID and your existing CRM system, we can connect your callers without them having to do anything.

If the account manager or dedicated employee is temporarily unavailable, we automatically forward the call to the appropriate substitute, your digital answering machine, or offer a callback option.

Would you prefer that your callers are always connected to the same employee they spoke to last time? Or that callers always enter their customer number? All of this is possible by intelligently using caller ID and custom routing.

For callers who are not yet in your database, we can immediately offer a menu so they too are perfectly assisted.

Want to Learn More?

Would you like to know more about delivering incoming calls based on the caller’s phone number? Feel free to contact us via our free number 0800-BELFABRIEK. One of our experts will review your specific situation with you and provide the perfect solution.

If you’re not yet a Belfabriek customer, we offer an easy transition process that ensures your number’s availability is guaranteed.