Call Group: Everything You Need to Know

  • Last Updated: 24 Jan 24
  • 16 min read
Call Group

Are you tired 😩 of clients waiting for busy phone lines while calling certain departments in your business organization?

There might be many clients 🧑‍💻 waiting to call so that their problems or queries can be fixed as soon as possible. Is the increased call wait time making clients hang up the phone? If yes, then this blog has got solution for you, it’s called Call Group. 

In this blog, we have covered everything you need to know about Call Groups. Furthermore, we will cover important things that will help you in facilitating better and faster communication and optimize proper workload distribution of the caller agents.

🔑 Key Highlights 

  • Call Groups can not only answer phone calls, but also emails, chats, and messages.
  • Popular CRM Integration Business Tools HubSpot, Zapier, and PipeDrive that is used for optimizing Call Groups.
  • Call Group is the best way to improve the Call Routing process in a business organization.

Let’s get started! 🔽

What do you mean by Call Group?

A Call Group 📞 is a specific team of a certain department in a business organization to efficiently and effectively handle incoming calls from clients or customers. Call Group is also known as Ring Group.

It can facilitate better and faster communication with the clients and also give a better customer experience with it. You can track key performance metrics, and make data-driven decisions with call groups.

With Call Groups, you can properly optimize the workload distribution and increase the productivity of the agents working in your business/call centers.

What is Call Group

Let’s give an example of a certain scenario, Suppose you are a manager of a call center organization, where there are thousands of incoming calls daily. So, now you want to create flexibility in your organization.

That’s where Call Group comes in, you can assign certain groups like Tech Support, Sales, and Customer Service. Customers having technical queries can go straight to tech support and if they want to know about the product, they reach the sales support team.

👉 You might also like: Direct-Dial-In Numbers: Everything You Need to Know

Top 5 Benefits of Call Group in Your Business

A Call Group makes the inbound call process simple and efficient, decreasing the customer hold time in your business. It can make your business and call centers get efficient and effective workflow.

Some of the Top Benefits of Call Group in your business are as follows:

Top-5-Benefits-of-Call-Group-in-Your-Business
  • Enhancing Customer Experience: A good customer experience leads to better customer satisfaction. Call Group’s main benefit is to make sure the customer’s concerns are easily addressed by certain departments within an organization to enhance the customer call experience.
  • Efficient Call Routing: You can have an efficient call routing to the specific preferred department. This results in preventing the customer from being transferred multiple times while calling.
  • Streamline Workflow with the IVR feature: Call Groups can efficiently and effectively manage the call queuing 📞🔄🕒 or incoming calls of clients with an IVR 🤖feature that can streamline the workflow by automating tasks.

For instance, callers can choose options like Select 1 for Sales, Select 2 for Tech Support, etc. IVR also has adaptability which helps the caller to choose agents according to their language preference.

  • Flexibility in Call Forwarding: Call Group can efficiently manage incoming calls to make sure the callers reach the right agent or individual with the Call Forwarding ☎️🔀 feature. 

Assigning skill levels to agents within the call group can help to maintain proper flexibility. Also, if all the agents are busy, then there is an alternative voicemail feature to forward the calls.

  • Handling Complex Issues with Call Transfer: You can easily handle complex issues of your customer by transferring the calls to agents with much expertise with the Call Transfer feature. This helps in avoiding unnecessary call delays for your customers.

What are the Different Types of Ringing Patterns in Call Groups?

The various Types of Ringing Patterns serve specific purposes. Understanding different concepts of types of call ring patterns for the business organization is necessary for smooth workflow and to enhance the call handling process. 

The main motive of ringing patterns in call groups is to deliver optimal customer satisfaction after their call ends. The different types of Ringing Patterns in Call Groups are as follows: 

1. Sequential Ringing Pattern

The most common type of ring pattern in a call group that rings one agent at a time is known as the Sequential Ringing Pattern. The inbound calls are directed to the specific group of agents in a predetermined order.

Sequential-Ringing-Pattern

If Agent A is busy or not available, then the call goes to Agent  B and he/she picks up and answers the customer’s queries. If Agent B is also busy, then the call goes to Agent C and the process continues on. The Sequential Ring Pattern is often used in call centers to ensure the calls are distributed among the group members in an organized manner.

Pros

  • The Call Handling process is efficient
  • The Inbound calls are fairly distributed among the agents
  • Reduced Wait or Hold Time for the Customers

Cons

  • Little Complex to implement the Call Routing method
  • Uneven Distribution of Workload if an agent takes a longer time to resolve the query of a customer
  • Limited Collaboration Opportunities for Team Members

2. Simultaneous Ring Pattern

A Simultaneous Ring Pattern is the type of call pattern in a Call Group that rings all the agents at the same time and the one that picks up the call first answers the customer’s queries. The inbound calls are directed to a specific group of agents in an unplanned order. 

Simultaneous-Ring-Pattern

Here, When the caller calls a certain department, and If agents A, C, or D are busy or unavailable, then Agent B can pick up and answer the calls. So, Customers or Clients don’t have to wait much time to get their calls answered. Simultaneous Ring Pattern is often used in large-scale businesses where there are large volumes of inbound calls.

Pros

  • Quicker Agent Response Time
  • Evenly Distribution of Workload
  • Redundancy and Reliability to answer the call easily

Cons

  • Lots of Noise and Distraction
  • Lack of Prioritization of calls to the best available agent
  • High Volume of inbound calls may lead to System Overload

3. Circular Ring Pattern

A Circular Ring Pattern is a type of call pattern where the call is ringed just once in a circular pattern turn by turn until one of the agents picks and answers the call. It is also known as the Cyclic Ringing Pattern. The calls are distributed among the group of agents in a round-robin fashion.

Circular-Ring-Pattern

This ring pattern is almost similar to the Sequential Ring Pattern. When the caller calls a certain department, and if Agent A is unavailable or doesn’t answer the call within one turn, then the call is transferred to Agent B, then to C and D in a circular fashion.

Pros

  • Fairness to all the agents in Call Handling
  • Effective for Small-scaled businesses
  • Flexibility in Agent Availability

Cons

  • Limited Skill-Based Routing
  • Lack of Prioritization of calls to the best available agent
  • Challenges in Large-Scaled Businesses
  • Uneven Distribution of Workload if the agent takes longer to resolve the query of a customer

🎉 You Might find it interesting: How to Share Business Phone Number with Your Team

How Do I Set up a Call Group for My Business?

You can easily Set up a Call Group for your business with a certain step-by-step process:

How-Do-I-Setup-Call-Group-for-my-business

1. Initiation of the Call with IVR

A customer or client first initiates the call by contacting the business phone number. Then, An Interactive Voice Response system can greet the caller with the call menu option.

2. Identify the type of Call

The caller selects a certain option from the call menu, and then the IVR system identifies the type of call and determines the appropriate call group for a specific type of inquiry.

3. Call Routing

The IVR system then directs the call and checks the availability of call agents within the specific call group through the call routing process. 

4. Distribution and Handling of Agents

After the process of call routing, the active agents👩‍💼👨‍💼 each distribute the volume of incoming calls. Then, the calls are handled by the agents to address the problems and needs of the customers.

5. Call Transfer

When the agents receive calls if they feel like the caller’s query is more complex, then they can transfer the calls to another call agent with much expertise.

6. Customer Feedback and Improvement

After the call is finished, the customer can give feedback to the certain agent and what things he can improve more on. With this, the agents can do much better in their other calls.

7. Performance Monitoring

With the Call Monitoring feature, you can analyze each agent’s calls. The analysis of each agent through call analytics can help analyze the call performance and also give an overview of areas of improvement.

Call Group Vs Direct Inward Dialing: What are the differences?

Although both Call Group and Direct Inward Dialing are about handling incoming calls, there are some differences between them.

Call-Group-vs-Direct-Inward-Dialing
Call GroupDirect Inward Dialing
Calls are directed to a certain business number, then routed to certain departments through IVR in Call Group.Calls are directed to a certain business number of a department or an individual directly without the need for an IVR in Direct Inward Dialing.
It involves a centralized approach where calls are initially directed according to what type of query the customer is facing before being distributed to a specialized team of agents.It involves a decentralized approach where calls are connected directly to the department and don’t require any intervention in the calling process.
There is an Internal Call Transfer based on the specialization of teams.External Callers can reach their desired destination without the need for an Internal Call Transfer in DID.
Cost Structure of the Call Group involves IVR setup, Team Specialization, and Call Routing.The Cost Structure of Direct Inward Dialing involves DID numbers, call usage fees and monthly subscription fees.
It involves more administrative overhead.It involves less administrative overhead.

Top 5 Call Group Providers in 2024

If you are searching for the top Call Group service providers in 2024, you are at the right destination. 

Below, we have provided you the table along with an explanation of each service provider with its pros and cons.

ProvidersPricingFeatures
RingCentralStarts at $30/ monthShared Numbers, Visual Voicemails
NextivaStarts at $25/ monthCall Logs, Auto-Attendant
RingOverStarts at $29/ monthCall Forwarding, IVR
OomaStarts at $20/ monthCall Logs, Voicemail
GoTo ConnectStarts at $27/ monthCall Analytics, Video Conferencing

1. RingCentral

RingCentral is another popular Call Group service provider, which has been providing VoIP services since 1999 with its headquarters in California, USA. RingCentral is trusted by 46 countries.

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RingCentral’s solutions help to operate the business internationally with a global reach. It is a cloud-based collaboration platform designed to meet the business organization’s needs.

🔑 Features 

  • Video Conferencing 
  • Visual Voicemails
  • Shared Numbers
  • Automatic Call Recording

Pros

  • Clear Audio Quality
  • Easy to Deploy IVR and Call Routing

Cons

  • Lack of Conference Call Customization
  • Requires a strong internet connection

💲 Pricing 

PlanPricing (month/user)
Core$30
Advanced$35
Ultra$45

2. RingOver

RingOver is another Call Group service provider which was founded in 2005 with its main headquarters in Paris, France. RingOver provides a range of features to help businesses manage the call group system through better voice communication.

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RingOver’s solutions allow all types of businesses to set up and manage call groups with different types of ringing patterns.

🔑 Features 

  • Access to Local Numbers from 65 countries
  • Call Logs
  • IVR
  • Call Forwarding

Pros

  • Good Support System
  • Easy to use
  • Intuitive User Interface

Cons

  • Expensive in Pricing
  • Requires a good internet connection

💲 Pricing

  • Smart: $29 month/user
  • Business: $54 month/user
  • Advanced: $64 month/user
PlanPricing (month/user)
Smart$29
Business$54
Advanced$64

3. Nextiva

Nextiva is another Call Group service provider that has been providing VoIP services since 2006 with its headquarters in Scottsdale, US. Nextiva provides cloud telephony service with flexibility and scalability in the business.

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Nextiva’s scalable and flexible features help to simplify business operations and manage call group system with different VoIP features.

🔑 Features 

  • Video Conferencing 
  • Call Routing
  • Auto-Attendant
  • Call Logs

Pros

  • Easy to setup
  • User-friendly Portal

Cons

  • Only Desktop and Mobile Platform
  • Not Suitable for large-scale businesses

💲 Pricing

  • Essential: $25 month/user
  • Professional: $30 month/user
  • Enterprise: $40 month/user
PlanPricing (month/user)
Essential$25
Professional$30
Enterprise$40

4. Ooma

Ooma is another Call Group service provider in this list, that’s been providing various VoIP services since 2004 AD with its headquarters in California, United States. The Ooma business phone system is designed to enable users to communicate effectively and efficiently with their colleagues through ring groups.

ooma voip cloudphone system

Ooma’s solutions are primarily focused on small and middle-scale businesses.

🔑 Features 

  • Call Queuing
  • Call Logs
  • Call Forwarding
  • Voicemail

Pros

  • Convenient to use
  • Good Sound Quality

Cons

  • Call Recording is limited to up to 3 hours only with no option to pause and resume.
  • Lack of Internal Group Chats or No Member to Member communication.

💲Pricing

PlanPricing (month/user)
Essentials$20
Pro$25
Pro Plus$30

5. GoTo Connect

GoTo Connect is the last Call Group service provider in this list, that’s been providing various VoIP services since 2019 AD with its headquarters in Boston, Massachusetts. GoTo Connect is a scalable business phone system that is designed to offer businesses comprehensive solutions for voice, video, and collaboration.

goto connect voip cloudphone system

GoTo Connect’s solutions are primarily focused on small and middle-scale businesses.

🔑 Features 

  • Video Conferencing
  • Call Analytics and Reporting
  • Call Forwarding
  • Voicemail

Pros

  • Good User Interface
  • Instant Messaging

Cons

  • Not Suitable for Large Businesses
  • Lack of Do Not Disturb Mode Feature for Clients and Members

💲Pricing

PlanPricing (month/user)
Basic$27
Standard$32
EnterpriseContact the Sales Team

Top 5 Factors to Consider Before Implementing Call Groups

There are best tips to be considered before you implement call groups in your organization or call center are as follows. 

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  • Matching Agents/ Employees Skill: One of the first and main factors to consider before implementing call groups is to make sure the agents or employees are assigned to certain departments according to their skills. 

If an HR support agent is assigned to the IT department, then it doesn’t match the skills. So, this thing should be properly managed while implementing call groups.

  • Faster VoIP Technology and Better Infrastructure: Customers and clients want a faster service these days. If there is a VoIP 📞 technology, but the process is slower, then customers will hang up their phones and call your competitors for further queries. 

So, before implementing call groups, you need to make sure you have faster VoIP technology with better infrastructure of facilities.

  • Availability of Number of Call Volumes and Agents: Another major factor to consider is the availability of several call volumes and agents. Make sure the call volumes and number of agents are equally available. If there are more agents, but the call volumes are less, the agents might feel bored in the workplace. 

On the other hand, if there are large volume of calls and very few agents, then the agents might feel monotonous. So, this should be managed properly.

  • Privacy and Security: Privacy and Security🔏 are the most important factors for call groups to make sure there is proper end-to-end call encryption, which prevents unauthorized call access, and data encryption, which helps to protect the stored data like voicemail recordings and call logs.

Also, the agents should be given proper training on protecting the client’s information and making it confidential.

  • Task Hierarchy and Proper Management: The last and another important factor to be considered in the Call Group is Task Hierarchy, where each department is assigned a role and responsibility by the team leader and supervisor. Then Rotation strategy should be also maintained for proper management.

✅ Check out Automatic Call Distribution Software for Call Centers

Instantly Set up Call Groups with KrispCall’s Inbound Call Center Solutions

KrispCall’s Cloud-Based Inbound Call Center Solutions helps to automate the agent’s incoming calls with ease. Enjoy the multiple phones simultaneously ringing in your business organization by setting up call groups and getting various features like call recording, call monitoring, and advanced IVR features.

You can set up Call Groups instantly with KrispCall’s Inbound Call Center Solutions by following the step-by-step process 

Step 1. Sign up with KrispCall, then sign in to the Dashboard 

Step 2. Choose your desired country, from which you want to purchase the number. 

Step 3. Buy phone numbers and submit the documents (if necessary).

Step 4. Invite agents to the workspace, then share phone numbers.

Step 5. Integrate Interactive Voice Response and Automatic Call Distribution features on your system. (for bulk inbound calls).

You can get KrispCall at just $15 per month and the cost is cheaper at just $12 per month if you are paying annually. So, Hurry up and instantly set up call groups to make your customers and clients satisfied and also increase work productivity in the business.

Conclusion

Call Group is the most important factor for making your business communication better. It is a process where you can connect with your clients and customers with ease through the management of all inbound calls and streamlining the workflow communication in the business.

With Call Groups, you can utilize an advanced IVR system for efficient call routing, call monitoring, and quality assurance. You can quickly identify the caller’s needs and route them to the appropriate department through the IVR system for a proper call-routing process. 

There are various VoIP service providers in the market. If you are looking for the best provider, then consider choosing KrispCall. KrispCall’s VoIP features can grow your brand and expand your business globally. So, Book a free KrispCall demo now to see whether your business meets the requirements.

FAQs

Are Call Group and Ring Group the same?

Yes, Call Group and Ring Group have the same meaning, which is simultaneously ringed or sequentially ringed in a specific order when a call comes in.

What is Call Group used for?

A Call Group is used to ensure all the inbound calls are distributed efficiently and promptly among the call agents in certain customer service or sales departments. 

Where is Call Group mainly used?

Call Group is mainly used in business organizations and call centers with Sales, HR, Accounts, and Customer Service Representative departments.

Arun Chaudhary

Arun is SEO Analyst at KrispCall. He has written in extensively in the field of cloud telephony and call center solutions.

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