Elevating Business Communications: Mastering Call Forwarding in the Modern Workplace

Business call forwarding is a vital tool that seamlessly redirects incoming calls to ensure constant communication with clients and colleagues. It offers enhanced flexibility and customization compared to traditional methods, allowing businesses to tailor their call management strategies. With advanced VoIP features like simultaneous ringing and call queues, call forwarding enhances productivity and customer service. By incorporating call forwarding into their communication strategies, businesses can achieve higher connectivity, customer satisfaction, and operational efficiency.

Before we dive deeper, let’s look over some relevant statistics that will definitely put things into perspective when it comes to the importance of the call forwarding feature. According to RingBlaze:

• 77% of small business owners use call forwarding as part of their phone system.
• The average cost of call forwarding per month is $3.50 for domestic calls and $10.00 for international calls.
• The most common reasons for using call forwarding are: avoiding missed calls (86%), providing alternative contact options (75%), and managing workload (72%).
• The most common destinations for call forwarding are personal phone (86%), voicemail (75%), and another business number (72%).
• Call forwarding can also help businesses save money on long-distance charges, as they can use local rates or VoIP rates instead of expensive international rates.

The Mechanics of Call Forwarding

In short, Call Forwarding is a feature that redirects incoming calls from one phone number to another designated number. The process involves the diversion of an incoming call, either manually by the user or automatically based on predefined conditions. When a call is forwarded, the original recipient’s phone does not ring; instead, the call is transferred to the designated forwarding number. Call forwarding is beneficial for ensuring that important calls are not missed, as it allows users to receive calls on alternative devices or locations. It plays a crucial role in enhancing communication flexibility and accessibility by enabling individuals to stay connected regardless of their physical location.

Where calls find a way, connections thrive—call forwarding, the art of uniting voices across every horizon, connecting dots between the caller’s intent and the best possible person to address that issue. – Christian Montes, Executive Vice President of Client Operations @NobelBiz

Understanding the Process of Call Forwarding

1. Reception: Upon receiving a call on a business number, the VoIP system efficiently identifies and processes the incoming call based on preset parameters. This process begins with the VoIP system analyzing the caller ID information to determine if the call is from a known contact or a new caller. It then proceeds to evaluate the call forwarding rules that have been set up by the business. These rules can be customized to align with specific business needs and scenarios.
2. Processing: The system then assesses the established call forwarding rules, which can be customized to align with specific business needs and scenarios. This step involves evaluating the various criteria that have been defined, such as the time of day, caller ID, or the availability of the intended recipient. By analyzing these factors, the system determines the appropriate action to take for the incoming call. It may redirect the call to a specific device or number, or it may follow a specific routing pattern based on the defined rules.
3. Connection: Finally, the call is connected to the chosen device or number, ensuring a timely response without any perceived delay by the caller. This seamless connection is a result of the efficient processing and routing capabilities of the VoIP system. The caller experiences a smooth transition from the initial reception of the call to being connected with the intended recipient. The caller does not encounter any noticeable delays or interruptions, allowing for a seamless and satisfying communication experience.

If you’re considering call forwarding, you might just want to upgrade your business phone system. Here’s an article that can get you started: A Guide to Upgrading Your Business Phone System in the Digital Era.

Call Forwarding Customizable Rules for Enhanced Flexibility

Next, let’s explore the diverse range of call forwarding rules designed to optimize your communication experience. From directing calls during busy periods to selectively forwarding from specific numbers, these customizable options provide adaptable solutions to suit various communication needs.

• Call Forward Always: Ideal for extended absences, this rule forwards all incoming calls to a specified number.
• Selective Call Forwarding: This rule allows for the selective forwarding of calls from certain numbers, ensuring critical communications are always addressed.
• Call Forward When Busy: Redirects calls to another number when the primary line is engaged, preventing customer frustration.
• Call Forward When Unanswered: Ensures calls are redirected if not answered within a preset number of rings, reducing the chance of missed opportunities.
• Call Forward When Unreachable: Vital during network outages, this rule forwards calls to an alternative number, maintaining continuity of service.

VoIP Advantages over Traditional Systems

Using VoIP for call forwarding in a contact center offers several advantages. VoIP provides cost-effective communication over the internet, reducing traditional phone line expenses. Additionally, VoIP allows for flexible call forwarding, enabling agents to receive calls on various devices, and promoting mobility and remote work. The technology’s scalability ensures efficient handling of call volumes, while features like selective forwarding enhance customer service by directing calls to specialized agents, contributing to a more streamlined and responsive contact center operation.

1. VoIP call forwarding offers businesses a wide range of advanced features that enhance flexibility and customization, surpassing the capabilities of traditional methods. With features such as sequential ringing, time-based routing, and conditional forwarding, businesses gain a significant advantage in customer engagement and responsiveness.
2. Sequential ringing allows incoming calls to ring on multiple registered devices simultaneously, increasing the likelihood of prompt answers and minimizing missed calls. Time-based routing enables businesses to route calls based on specific time intervals, ensuring that calls are directed to the appropriate recipient during specific hours of operation. Conditional forwarding allows calls to be redirected based on certain conditions, such as the availability of the intended recipient or the specific caller ID.

These advanced features empower businesses to design call management strategies that align with their specific needs and workflows. VoIP systems are designed to seamlessly integrate with existing communication workflows, allowing for a smooth transition and implementation process. By leveraging the flexibility and customization offered by VoIP call forwarding, businesses can optimize their communication strategies and enhance operational efficiency.

Explore the financial advantages and transformative impact of Voice over Internet Protocol (VOIP) in this comprehensive analysis. From the basics to future trends, discover how NobelBiz’s tailored solutions redefine cost-effectiveness, scalability, versatility, and communication quality for businesses on the cutting edge.

Business Benefits of Call Forwarding

Beyond simple call redirection, call forwarding streamlines operations in hybrid work models, offers adaptable routing tailored to business needs, supports global teams with seamless connectivity, and ultimately elevates customer satisfaction through swift call redirection. This strategic utilization ensures a seamless communication flow, optimized workflows, and an enhanced professional image.

• Maximized Productivity: Particularly beneficial in hybrid work environments, call forwarding ensures business continuity by bridging communication gaps. By redirecting calls to the appropriate person or department, call forwarding eliminates the need for employees to constantly monitor multiple devices or phone lines. This allows them to focus on their tasks without the fear of missing important calls. As a result, productivity is maximized, and employees can work more efficiently.
• Unmatched Flexibility: Adaptable call routing rules enable businesses to manage calls effectively based on various criteria, such as time of day or caller ID. This flexibility allows businesses to customize their call forwarding settings to meet their specific needs. For example, they can set up different forwarding rules for different departments or specific times of the day. This ensures that calls are always directed to the right person or department, improving efficiency and customer satisfaction.
• Support for Distributed Workforces: With teams spread globally, call forwarding connects the right person at the right time, regardless of their physical location. Whether employees are working from home, on the road, or in different office locations, call forwarding ensures that calls are always directed to the appropriate person, no matter where they are. This seamless connectivity allows distributed teams to collaborate effectively and ensures that customers can reach the right person without any delays or complications.
• Enhanced Customer Service: Timely call redirection improves customer experiences, preventing repeated transfers or call-back arrangements. When customers call a business, they expect to reach someone who can assist them promptly. Call forwarding ensures that calls are promptly redirected to the right person or department, minimizing the need for customers to be transferred multiple times or to wait for call-backs. This not only improves customer satisfaction but also enhances the overall reputation of the business for providing excellent customer service.

Call Forwarding with NobelBiz

If you’re looking for a comprehensive call forwarding solution that won’t break the bank, look no further than NobelBiz. Both our telecom and cloud contact center software solutions can provide you with the necessary tools to run any type of contact center operations across any industry.

NobelBiz OMNI+ Cloud Contact Center Software

Elevate your contact center operations with NobelBiz OMNI+, a versatile cloud contact center software. Seamlessly integrating with diverse communication channels, it offers limitless channel integrations, easy CRM incorporation, and a worry-free compliance toolset. Work-from-home compatible, it provides an intuitive agent dashboard, dynamic business router, comprehensive outbound dialing solutions, and full extended training—empowering your team with efficiency and flexibility.

The NobelBiz Voice Carrier Network

Experience unparalleled voice quality with the NobelBiz Voice Carrier Network, the industry’s premier VoIP Interconnected Provider. Designed exclusively for contact-center-specific traffic, it ensures uninterrupted uptime and advanced smart routing. With carrier-level Local Caller ID, web-based admin tools, and smart IVR script building tools, our network delivers outstanding reliability, almost 100% uptime, and exceptional call quality, making it the ideal choice for a seamless, web-based infrastructure.

Conclusion: Transforming Business Communication

Embracing call forwarding means transforming business communication by integrating advanced VoIP features. It unlocks connectivity, customer satisfaction, and operational efficiency. Customizable call routing rules ensure prompt addressing of customer queries, while bridging communication gaps in hybrid work environments. Advanced features like simultaneous ringing and voicemail to email transcription improve responsiveness and streamline communication.

Call routing and IVR systems manage high call volumes effectively, contributing to a better customer experience. Incorporating call forwarding revolutionizes business interaction and establishes a strong foundation for success in today’s competitive landscape.

Get in touch with a call forwarding expert here.

Michael McGuire

Michael McGuire is a contact center industry expert with almost two decades of experience in the space. His experience includes roles as Director of Contact Center Digital Transformation at NobelBiz, and as Director of Operations at FLS Connect, managing multiple call centers. As President of Anomaly Squared and Targeted Metrics, Michael successfully transitioned companies into remote operations and significantly boosted revenues. With a strong background in customer service, leadership, strategic planning, and operations management, Michael excels in driving growth and innovation in the call center space.

Mike is also a proud Board Member for R.E.A.C.H Trade Group, promoting consumer protection and satisfaction and Co-host of the Off Skripted Podcast – a show about Life, Call Centers and everything in between.