| I've seen companies spend thousands of dollars on | | | | appearance of being a larger organization. Just be |
| cool-looking websites, yet people dread calling them | | | | careful you don't offer so many choices that callers |
| because it's next to impossible to get through to a | | | | get frustrated or confused. |
| live person. And I'm not just talking about companies | | | | Automatic Call Distribution (ACD) Queues |
| with heavy-duty eCommerce sites who do the bulk | | | | ACD queues are perfect for companies with high call |
| of their business online. No, I'm talking about your | | | | volumes because they allow callers to wait in line for |
| typical professional services firms (accountants, | | | | the next available agent. There's nothing worse than |
| lawyers, advertising agencies, real estate brokers, | | | | losing a caller to busy signals or unanswered phones. |
| etc) who survive-or don't-based on their interactions | | | | When the queue is full, you can give callers the |
| with clients. More often than not, these interactions | | | | option to leave a message, remain on hold, or return |
| are taking place over the phone. | | | | to the main auto-attendant. You should be sure to |
| While it's great to make sure your business has a | | | | review your ACD stats regularly, since long hold |
| strong web-presence, let's not overlook the tried and | | | | times, abandoned calls, and repeat attempts could be |
| true phone call as another place to "wow" your | | | | an indication of customer dissatisfaction and may |
| customers. The following 5 points highlight ways you | | | | signal that you need to beef up the number of staff |
| can capitalize on your existing phone system features | | | | on call. |
| to help boost your company's image: | | | | Hunt Groups |
| Custom Hold Music | | | | Some companies like the functionality of an ACD |
| You've got a captive audience when someone's on | | | | queue, but think it might be overkill based on their call |
| hold or being transferred, so use it to your | | | | volume and business needs. Rather than putting |
| advantage! Instead of the standard classical, jazz or | | | | callers in a queue, you can setup hunt groups to ring |
| elevator music you hear all the time, why not choose | | | | several extensions simultaneously or in a |
| something more reflective of your company's brand? | | | | predetermined pattern (e.g., ring Suzy twice, then |
| Many solutions will allow you to play any recorded | | | | Paul, then Valerie, then the entire sales team before |
| sound you want, including advertisements or | | | | going to voicemail) when a call comes in to a |
| information about your company. | | | | specified number. |
| Auto-Attendant | | | | Time of Day/Holiday Scheduling |
| For some companies, it's important that each call be | | | | Most phone systems allow you to setup call routing |
| answered by a live operator. But for a lot of small | | | | rules based on time and date. If you have set |
| and medium sized businesses, it simply isn't practical | | | | business hours, or if your office is closed during the |
| or cost-effective to have someone dedicated to | | | | weekends, you can automatically forward calls to a |
| answering the phones all day. This is when a | | | | different number or a voicemail box. You can also |
| professional, easy-to-follow auto-attendant comes | | | | setup special holiday configurations and create |
| into play. Done correctly, an auto-attendant should | | | | customized greetings to let your callers know about |
| greet callers with a recorded message that offers | | | | revised office hours. |
| simple, intuitive menu options to connect them to the | | | | These are just five examples of how a few simple |
| proper department or individual extension. A | | | | changes can help you leave a better impression with |
| dial-by-name directory can help callers select an | | | | customers and potential clients. The possibilities are |
| extension by dialing the first or last name of the | | | | endless, but hopefully the tips shared above will help |
| person they want to reach. Even a 3-person | | | | put you on track to getting more out of your phone |
| company can setup a solution that directs callers to | | | | system investment. |
| "Press 1 for sales, 2 for support, etc..." to give the | | | | |