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How to Adjust Call Routing to Empower Your Home-based Workforce

The COVID-19 crisis has arguably made phone calls more important now than ever before.   At Marchex, we process hundreds of millions of calls to businesses every year and are seeing customers change their interactions with businesses by the day.  We’ve watched closely as measures like quarantines roll out gradually across the country. This is having an impact on call centers and other multi-location businesses that centralize phone calls to service centers staffed with representatives.

From delaying critical appointments to service cars or their trip to the dentist, customers are reaching out to get real-time updates from businesses.  For example, many people are calling businesses to see if they have a certain item in stock prior to leaving their homes in order to avoid making unnecessary trips. Also, because many businesses have changed their hours of operation, customers are calling to verify hours or schedule an appointment. Rarely are people just stopping by without first verifying that businesses are open and that they have what’s needed.

Route Calls Based on Your Past Marketing Success

Start with where consumers are finding the phone number to reach businesses: What webpages, channels (i.e. social media, search engines) or locations usually generate the most engagement, sales or appointments? If you’re able to identify what’s worked well in the past, then prioritize those calls by sending them to your best-performing representatives. We’re here to help you set up optimal rules so the calls that matter most to your business are handled by the employees that you think are best suited to help those high-intent callers.

Forward Calls to Your Employees Working Remotely

Adjusting your call routing is easier than you might think, and sending incoming phone calls to staff that are remote but still able to answer calls can make a huge difference in creating a new and satisfied customer out of the caller. It’s not necessary to change your Call Tracking Numbers that are running on your current ads or marketing materials. Instead, we can simply reroute those calls that need answering to your remote staff.

These times are unprecedented, but we’re here to help you figure out the best solution for your business. We’re happy to help set this up for you or your business team, or we can walk you through the process to do so yourself by phone.

Current Marchex customers, please contact our Client Services Team to get started.
Monday – Friday
6 am – 5 pm (Pacific Time)
+1 855-210-1592
mcasupport@marchex.com

Not a customer yet? Our Marchex Solution Consultants can help you get started.


We’re in this together. Please stay safe.