CallFire Releases Long Code Best Practice Guide to Building Scalable and Responsive Call Centers

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Learn how SMS text message enabled long code numbers can enhance a business call center.

The Next Generation Cloud Telephony Company

CallFire is pleased to announce the next evolution of the office business phone number with the release of “textable” local phone numbers. CallFire’s ten digit SMS long codes, offer both call forwarding for voice and the power to send and receive SMS text messages.

The business applications of "textable" long codes are nearly limitless. CallFire has created a long code best practice to help businesses run more scalable and responsive call centers. Here is an excerpt from the full article:

In December of 2011, a bill was introduced to Congress that would refuse federal grant or federal loan programs to companies that have offshore call center operations. The US Call Center and Consumer protection Act requires that offshore call center employees reveal their location to U.S. consumers and give them the option to be transferred to a domestic call center.

While offshoring remains controversial, it is clear that companies would not outsource their call center operations if it were not for the low overhead costs of doing so. With new technologies, however, onshore call centers can be more affordable and can even be more responsive to customer needs.

One such technology is interactive voice response (IVR) technology. While hosted IVR software certainly is not new, innovative applications of the technology have transformed the way businesses communicate. Hosted IVR’s allow companies to create dynamic phone trees that route calls to an unlimited number of extensions and build interesting call logic to process calls.

Companies of all sizes have already made use of such technology to hire stay at home contract workers from all over the country and avoid expensive facility costs. Jet Blue has taken the idea of “home sourcing” to a new level by routing calls to 1500 stay at home mothers to manage the company’s call-in reservation system—avoiding expensive call center facility costs.

While the airline avoids a centralized call center, Jet Blue consistently is able to maintain the highest customer satisfaction results in the industry. In addition to the improved support experience, the reduced per capita investment makes the at-home call center model comparable with call center outsourcing.

The very same number that allows businesses to create advanced phone trees to connect to clients to remote agents, can also be responsive to customer inquiries through SMS text messages. Companies like CallFire offer “textable” long codes that can send quick text message responses to customer inquiries. “Textable” long codes are set to transform the ways a business responds to its customers. With customizable auto responses companies can respond to support issues without ever speaking to the client. There are a number of creative ways a support center can automate a response to a customer inquiry and simultaneously make customer service more responsive.

Companies plagued with long customer support queues, for example, have new ways to expedite support responses with quick and customizable text messages. With SMS text enabled long codes, the company can provide the caller the option of receiving a step by step text message installation directions:

Automated Hold Message: Sorry to keep you on hold, all of our agents are currently unavailable. Press 1 if you would like to receive step-by-step instructions via text message.

The customer could then receive step-by-step text message instructions directly from the customer support line that they initially called into.

In addition to responding to creating text responses to incoming support calls, text enabled long codes can reduce support call volume by providing a "textable" alternative to a company’s support line. With text enabled long codes, your company has the ability to be more responsive to customer needs while reducing costs.

For more information, visit http://www.callfire.com or call 877.897.FIRE.

About CallFire:
CallFire is a Text and Voice platform that helps businesses reach customers, drive revenue and increase sales. We make telephone messaging simple. CallFire products include Business Text Messaging, Voice Broadcast, Toll Free Numbers, Local Phone Numbers, Call Tracking, IVR, Power Dialing for agents and more. Call analytics enable our 50,000 users to reach customers more often using text marketing, virtual numbers, autodialers and mobile messaging. To learn more about how to Grow your Business, visit http://www.CallFire.com.

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Jacob Weiss
Skyy Consulting Inc.
213-221-2289
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