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What is call management system and why is it important for small businesses?

Published on December 15, 2021
Last modified on March 8, 2022
call management system

A company’s ability to properly handle phone interactions with customers and partners depends on having the correct technologies in place. 

Using small business call management software, companies may track and analyze how their phone services affect their bottom line.

Today’s businesses require a business call management system to handle voice calls and communication across digital channels to stay competitive. Companies that use such a system can make data-driven marketing and customer service decisions based on actual employee performance and customer experience.


What is Call Management System?

The call management system definition can be summarized as the procedures and systems that companies employ to handle incoming calls. Using this system ensures customer satisfaction and the development of long-term relationships with clients and prospects. 

Call center solutions necessitate an effective management system to handle, track, and collect data from calls. To provide excellent customer service, companies must establish a system that helps them manage client calls effectively.


Features of a Call Management System

Finding the best solution for your company’s specific needs and goals is critical to success. Each system has several features that businesses can use to serve their customers better. Hence, there are a few key features to look for in any CMS:


1. Ease of use

CMS simplifies many tasks, such as accelerating new agent onboarding and training, as well as simplifying customization and routing. As an example, today’s drag-and-drop IVRs make it simple to customize call routing and workflows because they don’t need coding any code.


2. Call recording and tracking

Businesses can use call recording to keep track of customer service and employee performance. Agents can use call tracking to learn more about the individual calling them. Agents can customize their interactions with customers based on this information, which is used to route calls.


3. Real-time monitoring

This allows firms to keep a close eye on their campaigns and the effectiveness of their agents. Monitoring has never been easier or more effective than now, thanks to monitoring solutions that are simple to use and seamlessly integrated. Campaign and agent productivity can be tracked in real-time by managers.


4. Robust reporting

Agent performance, campaign metrics, call reports, split/skills, vectors, directory numbers, trunks, and other essential metrics can be used to guide critical business choices with reliable reporting (both in real-time and in the past).


5. Advanced Speech Recognition IVRs

Incoming call volume can be simplified and streamlined with powerful speech recognition. With IVRs, the customer has a better experience. Based on intuition, interpretation, and speed.


6. Automatic Call Distribution (ACD)

Automatic Call Distribution (ACD) is a technology that allows for inbound calls to be automatically routed to the most qualified member of staff based on a range of criteria. If all agents are busy, the business call management software can redirect calls to a supervisor; otherwise, it can use an auto-call-back method to contact customers when an agent becomes available, depending on the call volume.


7. Multi-tiered auto attendants

The word ‘multi’ is critical here. Any phone system comes with basic auto-attendant features. Customized caller welcomes, and the ability to route a call to several numbers are some of the more advanced capabilities of a multi-teared automated attendant.


8. Call forwarding with answering service

While most calls will be transferred to other lines, the ones that might get missed if customers leave a message on voicemail are also picked up with call forwarding and answering services.


9. Advanced Voicemail

Custom greetings, automated transcriptions, and other advanced capabilities are available in the advanced version of VM. Automated emailing voicemails to a supervisor’s inbox would be another use case for these consumer messages.


10. Seamless CRM integration

CMS should integrate with the company’s customer relationship management software seamlessly. Using customer data contained in CRM platforms, firms may give more personalized customer care while allowing employees to prioritize critical contacts.


11. Email / text / social media integration

Email, SMS, Twitter, Facebook, and WhatsApp are just a few of the many ways we may stay in touch with our customers.

Read Also: Type of leads in sales


Call management Server

CMS is a system or software used by companies to manage incoming calls. These systems can route incoming calls depending on pre-defined parameters or features. As a database and reporting tool for enterprises with complicated contact center operations and significant call traffic, the Call Management System helps firms detect operational difficulties and take fast action to remedy them.


Importance of call management for small businesses

Small businesses must interact successfully with their clients through telecommunications. A good call management system streamlines your small business’s operations while providing your customers with a pleasant phone experience. Learn how a powerful and effective call management solution can assist small businesses or SMEs:



One of the most widely used call handling tools is an auto attendant integrated into CMS. An auto-attendant provides the callers with menu choices, and these menus then send the caller to the relevant department without the need for someone to answer every call. Your small firm can reap the benefits of an auto attendant by integrating it into its call management system.


Improved agent productivity:

Time management is critical if you’re running a business. A small business call management system allows your employees to spend less time on non-essential tasks. Small businesses rely heavily on incoming phone calls, and having an effective CMS allows your company to stay on top of all call traffic. Staff benefits greatly from this because it reduces their workload and allows them to manage their time in the most productive way possible.


Improved customer experience:

Providing excellent customer service is critical to the success of any small business. The experience over the phone can make or break your company’s connection with your customers. Call routing can be set up so that customers can get in touch with the agent who is best qualified to answer their questions or concerns.

If the system has collected information about a customer’s specific needs, the agent can access that information. As a result, clients have a favourable experience since their needs are met swiftly and effectively.


Streamlining workflow:

Your small business’s workflow can be greatly improved by implementing call management. With automated call passing, queue management, call tracking, and more, you can reduce the time your employees spend on the phone.


Integrated software solutions:

An integrated call management solution and telephone software can allow staff to control and direct phone calls from their computers. Even if you don’t have a CRM, you can still see who’s calling. These variables all contribute to a better, more efficient workflow for your small enterprises.


Protection of business with call recording:

Recording phone calls is an excellent technique to safeguard your company. It may seem like a waste of time, but it can come in handy when the situation demands it. Many small firms use such phones to collect vital information, from measurements to specifications.

Using a call recording service eliminates human error from the equation, allowing you to review the recordings at a later point. It protects your company from specific threats and makes it easier for you to train new employees.

Read: Mobile call center software



Call management solutions can provide numerous advantages for small businesses, including increased productivity, better time management, and the best possible caller experience. Every company has its own set of requirements and goals, and you must find a call management system that offers the best solution for your business.

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