Call diversion: what it is and how to use it in your business

Call diversion lets you redirect incoming calls from your main business number to another phone number, such as a mobile or a colleague’s phone. This helps ensure customers can reach you or your team even if you’re away from your desk or unable to answer the phone.

Why this comes up / what goes wrong

Small business owners often miss calls because they are busy, out of the office, or working remotely. Missed calls can lead to lost sales opportunities or dissatisfied customers. Call diversion helps by automatically forwarding calls to a number where someone can respond promptly. Without call diversion, calls might go unanswered or to voicemail, causing delays and frustration.

Step-by-step

1. Check with your phone provider: Confirm if your phone service supports call diversion and find out how to activate it.
2. Choose the diversion number: Decide which number incoming calls should be forwarded to — this could be a mobile phone, another landline, or a team member’s device.
3. Activate call diversion: Follow your phone provider’s instructions to set up the diversion. This may involve dialing a specific code or using an online portal.
4. Set diversion conditions: Decide when calls should divert — immediately, after no answer for a few seconds, or if the line is busy.
5. Test the setup: Call your business number from another phone to confirm calls divert correctly to the chosen number.
6. Inform your team: Ensure the person receiving diverted calls is prepared to answer and manage them.
7. Monitor and update: Regularly check that call diversion is working and update the diverted number if needed.

Example (fictional figures)

BrightWave Solar, a solar panel installer in Brisbane, Queensland, wants to divert calls from their office landline to their sales manager’s mobile phone during site visits.

• The office number receives 80 calls per week.
• Without diversion, the sales manager misses about 20 calls weekly.

By setting up call diversion:

Calls diverted = 20 calls per week

Assuming each call results in a sale worth A$1,500 on average:

Potential lost revenue without diversion = 20 × A$1,500 = A$30,000 per week

Diverting calls helps BrightWave Solar capture these sales opportunities instead of losing them.

Common mistakes

• Not testing call diversion after setup: Prevent missed calls by making test calls immediately after activation.
• Diverting to an unattended number: Ensure the diverted number is monitored to avoid unanswered calls.
• Forgetting to update diversion settings: Review settings regularly, especially when staff or numbers change.
• Diverting all calls without conditions: Configure diversion to activate only when needed (e.g., no answer or busy) to manage call flow better.
• Not informing staff about diversion: Communicate clearly so the receiving person is ready to handle calls.

Doing this in HelloGrowthCRM

HelloGrowthCRM offers a built-in dialer that lets your rep work through a list of leads directly inside the CRM. Each call’s outcome is logged on the lead record, keeping your call history organised and connected to contacts and deals. While call diversion is managed through your phone system, using HelloGrowthCRM’s dialer helps you manage outbound and inbound calls efficiently without juggling multiple tools. Learn more about the built-in CRM dialer and how it fits your call workflow.

Frequently asked questions

What is call diversion? Call diversion is a phone feature that forwards incoming calls from one number to another number you specify. It helps ensure calls are answered even if you can’t pick up your main business phone.

Is call diversion the same as call forwarding? Yes, these terms are often used interchangeably. Both mean redirecting calls to another phone number, though some providers may use the terms slightly differently.

Does call diversion cost extra? Costs depend on your phone provider and plan. Some may include call diversion free, while others might charge fees. Check your provider’s terms to avoid unexpected charges.

Can I divert calls to more than one number at the same time? Most phone systems allow only one diversion number per condition (like no answer). To ring multiple numbers simultaneously, you may need a call group or hunt group service from your provider.

How do I stop call diversion? You can disable call diversion by reversing the activation steps or dialing a specific code from your phone provider. Confirm the exact method with your provider.

Does HelloGrowthCRM manage call diversion? HelloGrowthCRM’s built-in dialer manages your outbound and inbound calls inside the CRM but does not control call diversion itself. It complements your phone system by logging calls and outcomes. For more on managing calls, see HelloGrowthCRM for Australia and WhatsApp and SMS CRM.

Key takeaways

• Call diversion forwards incoming calls to another number so you don’t miss important calls.
• Set it up through your phone provider and test it to ensure it works correctly.
• Choose the right number and conditions for call diversion to avoid missed calls.
• Regularly review and update your diversion settings.
• HelloGrowthCRM’s built-in dialer helps manage and log calls efficiently within your CRM.

Call diversion helps your business stay connected with customers even when you’re away from your main phone. To manage your calls better and keep track of outcomes, try the built-in dialer in HelloGrowthCRM.

Start on the Free Forever plan (200 leads, no credit card) at HelloGrowthCRM.