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Are you unable to cope with the incoming calls in your small business? Dealing with the calls is extremely important for startups and SMEs, because it has a direct effect on the customer’s satisfaction as well as the productivity of employees. SME call routing makes sure that the calls are routed to the right person or department on the first ring, reducing the wait times and minimizing the errors. Businesses can handle more calls without hiring more employees with the right system.
But how can small businesses also use affordable services without compromising on features? There are many low-cost business phone systems and startup call software for SMEs. These budget telephony services help to manage the calls, sync with CRMs, offer analytics along with other features such as automatic routing and voicemail.
What is Call Routing and Why Does It Matter for SMEs?
Call routing is the process of directing incoming calls to the right department, team, or agent based on pre-defined rules. For small businesses, SME call routing ensures that customers reach the correct person quickly, improving satisfaction and efficiency. Efficient call routing reduces wait times and increases first-call resolution rates, which is crucial for building loyalty and trust.
Why SMEs Need Call Routing
- Reduces call transfer errors
- Enhances customer satisfaction
- Streamlines internal communication
With platforms like FreJun, SME call routing can be set up with minimal cost and technical complexity.
Which Affordable Call Routing Solutions Are Best for Small Businesses?
Several budget telephony tools offer flexible routing solutions suitable for small teams. Here are top picks:
1. FreJun
FreJun offers intelligent SME call routing, seamless CRM integrations, and AI-driven analytics, making it an ideal choice for small and growing businesses. Its cloud-based system ensures calls are efficiently directed while providing actionable insights for teams. The platform is competitively priced, delivering enterprise-level features without the high cost.
- Intelligent call routing for faster resolutions
- CRM integrations to track customer interactions
- AI-driven analytics for performance optimization
- Customizable workflows to match business needs
Pricing: Standard: Begins at $14.49 per user, per month
Professional: Starts at $16.69 per user, per month
G2 Reviews: 4.9/5
Book a FreJun Demo to see how FreJun can transform your business communication
2. RingCentral
RingCentral provides a robust cloud-based contact center solution with omnichannel capabilities. Businesses can manage calls, messages, and video interactions all in one platform. Its extensive feature set supports scalability for small to medium-sized enterprises.
- Omnichannel support: calls, SMS, chat, and video
- Advanced analytics and reporting tools
- Cloud-based infrastructure for remote teams
- Easy integration with popular CRM tools
Pricing: Starts at $20 per month
G2 Rating: 4.0/5
3. Nextiva
Nextiva features a unified communication platform designed to simplify business communications. With skills-based routing, agents are connected to the right customers efficiently. The platform also includes built-in CRM tools for better customer relationship management.
- Skills-based routing to match agents with callers
- Built-in CRM for centralized customer data
- VoIP and mobile accessibility for remote teams
- Real-time analytics for performance tracking
Pricing: Starts at $23 per month
G2 Reviews: 4.5/5
4. GoTo Connect
GoTo Connect combines VoIP phone services with collaboration tools, making it suitable for small businesses. Its advanced routing and conferencing features ensure seamless communication between teams and clients. The platform emphasizes flexibility and ease of use.
- VoIP phone service with cloud-based routing
- Advanced call conferencing and collaboration features
- Mobile and desktop app access
- Simple setup and intuitive interface
Pricing: See all plans
G2 Reviews: 4.4/5
5. Aircall
Aircall delivers a cloud-based phone system that emphasizes smooth call routing and CRM integration. Its tools help businesses streamline communications and improve response times. It is widely adopted by sales and support teams for its reliability.
- Seamless call routing and queue management
- CRM and helpdesk integrations
- Call monitoring and analytics
- Mobile and desktop app access
Pricing: The basic plan starts at $30 per month.
G2 Rating: 4.3/5
6. MightyCall
MightyCall offers an intuitive virtual phone system suitable for startups and SMEs. It focuses on essential call management features while remaining easy to deploy and maintain. The platform ensures small teams can handle calls professionally.
- Call routing and forwarding options
- Voicemail with transcription features
- User-friendly virtual phone interface
- Affordable pricing for small businesses
Pricing: See all plans and pricing
G2 Reviews: 4.4/5
7. CallHippo
CallHippo provides a cloud-based phone system with robust call routing capabilities. Its platform supports global communication with virtual numbers. The system is designed to scale as business needs grow.
- Cloud-based call routing and forwarding
- Virtual phone numbers for multiple regions
- Call analytics and performance tracking
- CRM integrations for enhanced workflows
Pricing: Starts at ₹1600 per user, per month
G2 Reviews: 4.4/5
8. OpenPhone
OpenPhone offers a modern phone system for small businesses that integrates seamlessly with productivity tools. It simplifies communication while providing advanced routing and voicemail options. Teams can manage business calls efficiently from anywhere.
- Call routing and forwarding features
- Voicemail and transcription services
- Integration with productivity and collaboration tools
- Cloud-based system for remote access
Pricing: Starts from $15 per month
G2 Reviews: 4.7/5
9. Freshdesk
Freshdesk Contact Center delivers a cloud-based solution with advanced call routing and IVR options. Its real-time analytics empower teams to optimize customer interactions. The platform is ideal for businesses looking to improve support efficiency.
- Cloud-based call center with IVR
- Advanced call routing for efficient handling
- Real-time analytics and reporting
- Seamless CRM and helpdesk integration
Pricing: Starts at $38 per month
G2 Reviews: 4.5/5
How Can SME Call Routing Improve Customer Service?
Implementing SME call routing has a direct and measurable impact on customer experience. When calls are automatically directed to the right agent:
- Customers spend less time waiting: With SME call routing in place, customers are immediately connected to the correct colleague, drastically reducing wait times on the phone.
- Agents handle queries faster: Agents no longer have to transfer calls multiple times, nor waste time trying to understand the context of the call. This makes for a more efficient and effective support team.
- Repeat calls decrease by 30-40%: By connecting customers to the right person first time, you’ll see a reduction in unnecessary follow-up calls, saving time and resources for your business.
FreJun’s routing tools enable SMEs to design custom workflows aligned with their business priorities.
Key Takeaways
How can SME call routing and low-cost business phones improve customer satisfaction and employee productivity? Routing customer calls to the appropriate employee ensures that wait times are reduced. Issues are resolved quicker and repeat calls are also reduced. FreJun makes it easy for small businesses to create their own intelligent workflows, connect with CRMs and tracking performance with minimal impact on their budget.
Startup call software helps your team communicate effectively. Startups can benefit from startup call software to ensure that teams can communicate effectively. Selecting the right system, whether it’s FreJun, RingCentral or another cloud-based system, will help SMEs become more professional, reduce errors and ensure a quality experience for every customer.
Final Thoughts
For small businesses, investing in the right SME call routing solution is a necessity, not a choice. Effective call management ensures happier customers, more efficient employees, and lower expenditure. FreJun’s cost-effective, comprehensive service includes intelligent routing, CRM integration, and analytical insights that make it simple for SMEs to handle calls professionally and efficiently.
Additionally, using a low-cost business phone system and startup call software enables your business to grow without breaking the bank. By utilizing features such as IVR, call forwarding, and real-time analytics, employees can listen, solve, and respond faster than ever, and constantly refine their workflows. Selecting the right tools enables small businesses to create a flawless customer experience that attracts more business, builds happier clients, and enables sustained success.
Further Reading: Why Businesses in the UAE Are Switching to Virtual Numbers
Book a FreJun Demo to see how FreJun can transform your business communication
FAQs
Put together a good workflow, consider using FreJun to queue calls for you, use voicemail and automated routing.
Charts and graphs of information such as call duration and length of time to resolve issues can be displayed on a dashboard.
Queues and flagged urgent calls can help to manage heavy call volumes.
Scripts and role play, and then just keep an eye on them
Most systems will log calls and it is possible to generate reports from the information available.
By Automated routing, voicemail and notifications.
Yes, as long as the system is in the cloud, staff can do everything they would do in the office.
Routing rules can be established so that important calls go through first.
Regularly look at your reports and change the workflow if necessary.