Localized service - calls are sent to agents who understand the local context, making interactions more relevant and improving customer trust and satisfaction.

Reduced call transfers - calls are routed directly to the right agent without the need for multiple transfers, minimizing wait times and potential frustration for callers.

Stronger agent-customer connections - agents can provide more effective support when they share knowledge of the caller’s location, enhancing the overall service experience.

Improved operational efficiency - by automatically routing calls based on geographic location, managers can minimize call misrouting, ensuring teams stay focused and efficient.

Provide more effective service - agents can focus on calls from regions where they understand local customs, trends, and needs. This improves communication and helps them build rapport with contacts.

Manage their workload efficiently - since calls are routed based on the agent’s expertise and location knowledge, they’re not overwhelmed by irrelevant calls, allowing them to focus on quality interactions rather than quantity.

Assigning agents based on location - managers can group agents according to geographic areas they are best suited to handle.

For instance, agents who are familiar with the Midwest can be assigned to handle calls from that region.

Considering language and culture - if your business serves diverse regions with varying languages or cultural norms, you can assign bilingual or culturally knowledgeable agents to handle calls from those areas. This helps reduce misunderstandings and ensures that customer interactions are smooth and relevant.

Spanish-speaking agents to regions with high Spanish-speaking populations, like Southern California or Texas.

Using Ring Groups for Backup - to ensure smooth operations, you can organize agents into ring groups that act as backups. If an assigned agent is unavailable, another agent with similar knowledge and skills from the ring group can take the call, ensuring no customer is left waiting.

Login to your Aloware account and go to the Users menu. This is where you manage your team's individual settings.

Select the user you want to customize and click the Settings button.

Navigate to the Inbound Call Settings tab. You can control how incoming calls are handled for each user.

Select Operating States to set the specific locations for call routing.

Choose the states or regions where this agent will receive calls. When a caller from that area contacts your business, the agent’s phone will ring.

Identify key regions - determine the main areas where your customers are located, such as East Coast, West Coast, or international markets.

Group agents by region - assign agents based on the areas they are most familiar with.

For instance:

Consider language and cultural skills - If your business deals with regions that require language proficiency or cultural awareness, assign agents accordingly.

For instance, an agent fluent in French could handle calls from regions like Louisiana or Maine.

A Spanish-speaking agent might cover areas with large Hispanic populations such as California, Texas, or Florida.

For international calls, you can disable the operating states feature, allowing calls to be routed directly to agents who specialize in handling international regions.

If a ring group is set to ring all users simultaneously, only agents assigned to the caller's location will receive the call. For example, if Agent 1 is unavailable, the call will automatically be routed to Agent 2, who is also familiar with the caller’s region and language. This prevents missed calls, even during busy periods or when an agent is away.

If the caller’s location doesn’t match any agent’s settings, no one in the ring group will receive the call.