Remote Call Forwarding for Business

Remote call forwarding is a convenient feature offered by virtually every major carrier in Canada and the US. It does exactly what it sounds like it does: relays your call from one number to another.  Prices change from carrier to carrier but in general, it’s an economical choice within a bigger telecom cost audit strategy.

Our clients use remote call forwarding for a number of reasons. Let’s take a look at some of these to show you the possibilities:

“I am moving my office and can’t keep the same phone number.”

This is a common concern for our clients when they’re strongly associated with a given phone number due to extensive marketing or long time tradition. Use remote call forwarding to keep your original number as the destination for callers, but pick up from your new number.

“I do business in multiple regions, but I can only be in one place at a time.”

Some of our clients have multiple mailing addresses and contact points but prefer to receive their calls in one location, saving on operations costs and keeping customer relations under one roof. Remote call forwarding can consolidate your calls across multiple numbers to reach a single response point.

“How?”

To set up call forwarding, call your carrier. If you’re a GILL Technologies client, ClientCare will not only do this for you but handle any other requests. You never have to wait on hold with a carrier. Contact us to get started.

A Customer Service Snapshot

Let me tell you what I do all day! While I do work in direct telecom expense management by providing no-risk introductory telecom cost audits, that’s only part of what we do here at GILL Technologies. Ongoing client care is a major focus for us. We aim to save people money and hassle. This business is about long-term client satisfaction. We earn it by providing a level of support that even large business clients can’t get for themselves.

Service interruptions are the most common support calls we get. It’s pretty simple: The client’s phones are down! This spells paralysis for most businesses, so it’s an issue people want to take care of right away. Unfortunately, if you don’t have any help, the phone company’s probably going to make you wait. One of your employees is going to get on the phone, wait through the support queue and listen to a first tier agent from the phone company go through his script. By the end of it you might get a vague promise that someone will fix it – sooner or later.

The reality is that in this situation, even a big company isn’t much better off than an individual when it comes to getting fast, effective service, so even if you’ve never had to get a hold of the phone company for your business, you’ve probably done it at home. The conditions are pretty much the same: They suck.

The great thing about having GILL Technologies – and me! – on your side is that you never have to waste time on hold again. The other day, a client called me about the kind of service interruption I’m talking about. I’m not at the other end of a queue, so he didn’t have to wait. (He didn’t have to deal with the phone company at all) He explained the problem and I got to work. I usually start by calling a front line agent myself, but since I have more experience with them I can usually direct service a bit more effectively than the average office worker.

It doesn’t end there, though. I give standard support 90 minutes to resolve this kind of issue. After that, I call on our own connections. We have dealer level access to all major carriers, so when I make my next call (or email, through our contacts list), I’ll escalate my support ticket immediately. Up at the next tier, things get done a lot faster. Experience helps here, too. The Tier 2 (or higher) agent and I both have experience with common service issues. That means I can describe the problem a little more clearly than by just saying, “The phone’s not working!” and he knows I’m not going to sit around and wait until it’s convenient for them.

That way, a problem that might spell an overnight outage or longer with anyone else turns into a momentary interruption. Any downtime is too much, but from my perspective, more than an hour is ludicrous. Too many customer service systems try to teach clients to lower their expectations, but since I want to keep my clients happy for years on end, I beg to differ.

About the Author: Tara Hind is Telecom Client Care customer service representative at GILL Technologies.