Rest Easy – Call Diversion Is Not as Complicated as It Sounds

Rest Easy – Call Diversion Is Not as Complicated as It Sounds

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The answering service and virtual reception industry is no different from any other in the sense that we have our own unique terminology. We use certain terms and phrases to distinguish our services from similar activities. Take the term ‘call diversion’. It is not as complicated as it sounds.

‘Call diversion’ is just another way of saying ‘call forwarding‘. Why do we use the term? Because we want customers to immediately associate it with live answering services or virtual reception. ‘Call forwarding’ is a more general term people are familiar with in relation to personal calls. It doesn’t necessarily denote actions taken by an answering service.

A Simple Enough Process

Apello offers property management and medical answering services. We answer the phones for plumbers, HVAC repair companies, electricians, home improvement contractors, and more. The basics of what we do is accomplished through call diversion. Fortunately, the call diversion process is pretty simple.

Our customers are given a unique phone number for diversion. They set up call forwarding on their end so that calls to their number get diverted to the one we provide. That number is how we identify the customer whose calls we are answering. We know which number is assigned to which customer.

The experience is completely seamless to callers themselves. When they dial a customer’s number, their call gets diverted to our call center – as long as the customer has turned on call forwarding. If call forwarding is turned off, the customer’s phone rings instead of ours.

Instantaneous or Delayed

There are generally two ways to set up call diversion. One is instantaneous and the other is delayed. Let us look at each one in a little more detail:

1. Instantaneous Diversion

When diversion is instantaneous, the customer’s phone never rings. That’s because the call forwarding technology built into the customer’s phone system automatically redirects every incoming call to our number. As mentioned previously, the experience is seamless for the caller.

This is the way call diversion is normally set up. Instantaneous diversion is ideal for medical answering services. It is the best way to go when you need an answering service only for after-hours calls. It is also a good option for small businesses who need around-the-clock phone monitoring but do not have the budget to add new staff to the payroll.

2. Delayed Diversion

Delayed diversion forwards calls to our number only after they remain unanswered for a certain amount of time. A customer might set up service so that calls get diverted after the phone rings three times. If the customer answers the call within those first three rings, the call is never diverted.

Why would a company elect delayed diversion? It is a good option for handling call overflow. A company might not need to divert every single call; only those calls that cannot be answered because staff are momentarily tied up with something else.

Let’s Talk About Your Needs

Apello specializes in call answering services for businesses in a variety of industries. If your company is currently struggling to staff the phones, voicemail and forwarding calls to cell phones are both options. A better option might be live answering services with call diversion.

Call diversion is just a fancy way of saying your calls are forwarded to a live answering service rather than voicemail or a cell phone. If it sounds like something that could benefit your business, let’s sit down and talk about your needs. Apello can probably put together a package tailored to exactly what you need at a price that fits into your budget.

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