How does Callerdesk work?

Steps Explaining How CallerDesk Works

CallerDesk helps businesses manage customer calls easily. Here’s how it works step by step:

1. A Customer Calls Your Business

  • A customer dials your business number (toll-free or regular) that you get from CallerDesk.
  • This number makes sure all calls are handled smoothly.

2. The Customer Hears an IVR Menu

  • An Interactive Voice Response (IVR) plays, giving options like:
    • Press 1 for Sales
    • Press 2 for Support
    • Press 3 for Billing
  • The customer selects an option, and the call is sent to the right team or agent.

3. The Call Gets Connected to the Right Person

  • CallerDesk automatically routes the call based on:
    • Agent skills (best person to handle the query).
    • Time of the day (only available agents receive calls).

4. Calls Are Recorded and Tracked

  • Every call is recorded and saved so you can listen later for training or quality checks.
  • You can track and download call details to improve customer service.

5. What If No One Answers the Call?

  • If an agent is busy or unavailable, the call can:
    • Go to voicemail, so customers can leave a message.
    • Be forwarded to another agent or department.

6. You Can Monitor Calls Live and Check Reports

CallerDesk gives real-time reports on:

  • How many calls were answered or missed.
  • How well agents are handling calls.
  • Customer wait times and call durations.

You can also listen to live calls to monitor quality.

7. It Works with Your CRM and Other Tools

  • CallerDesk can be connected to your CRM, helpdesk, or other software using APIs.
  • This helps you keep customer details in one place and automate tasks.

8. You Can Manage Calls from Anywhere

  • With the CallerDesk mobile app, you can:
    • Check call logs.
    • Transfer live calls.
    • Monitor team performance from your phone.

In short, CallerDesk works by receiving customer calls on a virtual number and guiding them through an IVR menu. It then routes the call to the right agent or team for quick assistance.

All calls are recorded and tracked for better management. If no agent is available, the call is either forwarded or sent to voicemail.

With live monitoring, CRM integration, and mobile access, businesses can track and manage calls anytime, from anywhere, making CallerDesk a smart and efficient communication solution.