Geographic Call Routing Connects Customers and Businesses
3 min read
Geographic Call Routing or Geo Routing makes it possible to direct incoming phone calls to specific sites based on the location of the caller.
This is ideal for businesses with multiple locations that are interested in using one form of advertising. With Geo Routing calls automatically route to the site closest to the caller. The location of the caller is determined by area code or by zip code. Then the call is then routed to the nearest or best area.
Before we dive into a specialized feature of call routing, we should probably cover the definition first. FitSmallBusiness.com explains call routing the following way:
Call routing is a feature of voice-over-internet-protocol (VoIP) business phone services that automatically answer incoming calls, routing them to phones or extensions based on predetermined rules like “forward all calls to voicemail.” Smart call routing strategies can improve the customer experience, particularly for call centers and businesses with a high volume of inbound customer calls.
Call tracking numbers can be set up with many call routing options. One phone number can be used for many purposes. You have the opportunity to set up call routing by zip code or by the area code. Also, the calls can be sent to the closest location, the location needing more business, a centralized call center, or a company hub.
This graphic is an example of call flow using geographic call routing.
Both choices offer advantages and selection varies based on business needs. Let us break down the top benefits of each option.
This type of call routing requires callers to manually enter their zip code on their phone keypad. The zip code is used to route the inbound call to the closest location. This can be beneficial because zip codes are typically associated with more defined geographic areas. On the other hand, it involves input from the caller and slows down the connection time.
Area Code Geographic Call Routing
Routing by area code automatically detects the information and the prefix of a phone number. This eliminates the need for manual action from the caller. Area Code Call Routing works in Canada whereas zip code routing does not. It is faster but is not the best option for markets with many locations.
Once a call is placed, the nearest site is identified using the geocoded latitude and longitude of the location’s address. If there is no location assigned to the radius in question the call is then forwarded to the default number.
Geographic Call Routing streamlines the process of connecting your customers to your business and offers several key features:
This application employs advanced geo-coding of both zip codes and locations to produce exceptionally accurate results. And at the same time, the number of interactions required from the caller is reduced.
Organizations with more than one location are the best candidates for geo routing. Once you set the specifics, marketers can run the same campaigns for the companies, and geo routing ensures the calls get to the best spot.
Updated April 18, 2019. Originally published on Aug 28, 2018.