Interactive Voice Recording (IVR) Call Routing

Cloud based IVR to manage your calls.

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The Benefits of CloudCare

  • Route calls through your business

    CloudCare is an easy and effective way to make sure the right calls get to the right people.

  • Time of day routing

    We can alter the options people receive and where their calls go depending on the time of day.

  • Intelligent, skills based routing

    Based on your requirements we can automatically send calls to different teams based on the callers requirements.

What is IVR Call Routing?

With our simple cloud based Inbound IVR Platform, we can help to increase staff productivity by allowing callers to select an option and go straight to the operator they need to speak to, and allows us to route calls via specific skill sets or specialisms. For instance, allowing callers to select option ‘1’ for Team A and the call is transferred through to one of our operator’s DDI, but select option ‘2’ for Team B and the call is transferred to another of our specialist operator’s DDI, allowing different calls to be handled in different ways.

The IVR can be configured by time of day routing – calls received during the business day can be answered differently to calls received out of hours. Each option is configurable with a geographic or mobile number. This enables the intelligent routing of calls to one of our operators who will deal with the call, or send the call back to the office best equipped to answer during the business day.

Cloud Based IVR - Virtual receptionist

Supported By Real Operators

If the call is not answered at the office within a specified number of rings, the call can be directed back to our operators to answer the call, providing assurance that every call will be answered. With Inbound Hunt Group Manager, by assembling a call routing tree, we can configure 3 separate time zones to cover the working day, with 6 separate destination DDI’s within each time zone. Each time zone will have a unique greeting uploaded to acknowledge the time of day or selection made.

Cloud Based IVR - Co-Workers having a meeting
Eyden Locksmith

Eyden Locksmith

Client Testimonial
"Since 2013, CALLCARE has handled our out of hours calls and has done so impeccably. Due to the nature of our business customers often need an emergency call-out and CALLCARE ensure that this can happen, no matter the time. Outsourcing to CALLCARE gives us peace of mind that our customers are being taken care of, even when we can’t answer the phone. The team are always available for any last minute updates and are very attentive to our companies needs. A whole new bespoke system was even put into place to accommodate our specific requirements. A very professional and efficient service, we can see ourselves staying with CALLCARE for a long time."
Are you FCA regulated?

Yes, we’re one of the few telephone answering outsourcing providers in the UK to be regulated by the Financial Conduct Authority.

How will you keep my business data safe?

We take all necessary precautions to keep your data safe. We’re ICO regulated and GDPR compliant, conforming with the Data Protection Act of 1998. That means we’ll only use your information for the purposes you specify, and you’ll always remain in control of your data.

Do I need special software or equipment to outsource my telephone answering

No, it’s easy to get started straight away. We can provide you with a new telephone number and take your calls directly, or give you a unique code to divert calls to us during specific trading periods.

Can you provide an out-of-hours call answering service?

Yes, we can take calls for you at our UK call centres 24 hours a day, including bank holidays and weekends, and at no extra cost!

How It Works

  • 1. Initial Enquiry

    1. Initial Enquiry

    Call in and speak to one of our sales team or complete our simple online form.

  • 2. Consultation

    2. Consultation

    After contact has been made we would discuss a suitable package.

  • 3. Quote

    3. Quote

    Provide a quote and send a proposal through, tailored to your requirements.

  • 4. Paperwork

    4. Paperwork

    We then proceed onto the relevant paperwork in order to get your package started.

  • 5. Setup

    5. Setup

    We pass your account onto our scripting team to finalise your account and add your clients' details onto our database and integrate with your CRM where necessary.

  • 6. Go live

    6. Go live

    Your account is reviewed by yourselves and your account manager, tested at our site and then finalised before we go live.

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