Geographic Call Routing Connects Customers and Businesses

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 area code or zip code finds the caller. Then the call routes to the nearest or best area.

What is Call Routing?

Before we dive into a specialized feature of call routing, we should probably cover the definition first.

Call routing is a phone service feature that automatically answers incoming calls and forwards them along to phones or extensions based on preset rules. Call routing systems enhance customer interaction, especially for call centers and high call volume businesses.

How Does Geographic Call Routing Work?

Call tracking numbers can be set up with many call routing options. You can use one phone number for many purposes and set the calls to route by the zip code or the area code. With geographic call routing, incoming phone calls may forward to anywhere that makes sense for the organization.

For instance, call may route to:

  • the closest location
  • locations needing more business
  • a centralized call center
  • a company hub.

This graphic is an example of call flow using geographic call routing.
geo routing or geographic call routing

Zip Code vs. Area Code Geographic Call Routing

Both choices offer advantages and selection varies based on business needs. Let us break down the top benefits of each option.

Zip Code Geographic Call Routing

This type of call routing requires callers to 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 we typically associate zip codes 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, it identifies the nearest site using the geocoded latitude and longitude of the location’s address. If there is no location assigned to the radius in question, it then forwards the call to the default number.

Geo Routing Provides a Simplified Call Experience

Geographic Call Routing streamlines the process of connecting your customers to your business and offers several key features.

  • User definable search radius
  • Automatic location geo-coding
  • Caller support for both mobile and landlines
  • Text-to-speech translator for location addresses
  • Pound (#) dialing option to route automatically to the default phone number
  • An option for a default phone number if no location is identified within the search radius

This application employs advanced geo-coding of both zip codes and locations to produce exceptionally accurate results. And at the same time, it reduces the number of interactions required from the caller.

Who Should Use Geo Routing?

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.

How to Set Up Geo Routing

To add a geo route to your account, follow the steps below:
  • Add a tracking number to the desired campaign. Please refer to the Add Tracking Number New UI text/video for steps on adding a new number.
  • Go to the ‘Configure Routing Options’ section and choose ‘GeoRoute to a location’ from the ‘Route Calls By’ dropdown.
  • Next, choose the routing option from the ‘route by’ dropdown that works best for you. Choosing a zip-code option is recommended to get better accuracy.
  • Select ‘manage location lists’ to create a new list or choose a list from the dropdown if available. A new tab will open if you choose to create a new list.
  • Select ‘Add GeoRoute List’ to create a list, proceed to fill out the information and save. Skip this step if a list already exists.
  • Select ‘locations’ on the GeoRoute list.
  • Next, select ‘Add Locations’.
  • Proceed to fill out location information for this list.
  • You may use a comma ( , ) to add multiple zip/postal codes per location
  • Select ‘done’ once all information for that GeoRoute location has been entered. Go back to the previous tab to continue with the GeoRoute setup process.
  • The newly added list will be available in the drop-down next to ‘Use Location List’. Select the desired list to be used for this GeoRoute setup.
  • Continue filling out the rest of the tracking number set up and save.
  • If your tracking number saved successfully you will see it listed under your campaign.
  • Always give your new tracking number a test call immediately after provisioning and verify that it routes to the correct location. Additionally, check the call logs report to verify that the test call shows up.

For more articles about the Convirza platform, check out our Knowledge Base.

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