No day in business is the same. When your inbound call volumes are fluctuating, you need a phone system that can adapt.
What if you could manage your call loads by time of day, decide who is going to take the call, even set certain ratios for call pick up – Sounds good right?
Well with our load sharing features, that’s exactly what you can do. You’ll make sure every call reaches a destination even if there is no one available to take the call. This creates a seamless experience for your customers, reducing complaints and maximising enquiries.
The first load sharing feature we’ll look at, is the multiple divert feature. (Not sure what call diverting is? You can read more about this in part two of our guide)
With multiple divert, you can set a range of target numbers for your calls to go through to. The calls will ring in turn for a set amount of time that you choose. If one of the lines is engaged or unanswered, the call will simply ring through on the next number.
In the event that none of the lines are available, the call will go through to a pre-determined voicemail, so customers are reassured they have at least called the right number in the first place.
The great thing about this feature, is that it helps to avoid missed calls and therefore results in less disgruntled customers.
Time of day routing
Now you’ve established who the call should be sent to, you can also decide when your calls are going to be received, with time of day routing.
Time of day routing, perhaps not surprisingly, allows you to pre-set which phones are active depending on the time of day.
For example, if someone phones out-of-hours or on a bank holiday and your business is closed, you can send callers through to a pre-recorded audio message or voicemail.
Perhaps you have a support line that needs to be available 24hrs? Time of day routing is the perfect solution. Instead of sending customers to an audio or voicemail, you simply set the target number as the dedicated out of hours mobile number. This means someone is always available, even when the business is shut.
Managing multiple offices or team members? Now is a great time to introduce ratio targets.
Ratio targets allows you to set certain criteria for your inbound calls – for example, you can evenly split phone calls between offices or individuals depending on sales or performance targets.
This is great for managing individuals who work over a wide geographical area, as you can make sure different offices or home workers all receive even and appropriate call loads. Calls are directed automatically, so you dont even need to think about it.
As the name suggest, the ‘special days’ feature is another way you can route your calls when you aren’t available to pick them up. This gives you the ability to pre-set when you’re going to be away from the business, whether this is for annual leave, sick leave or public holidays for example.
Once the dates have been programmed, the phone will automatically route to a location that you’ve determined so that calls never get missed.
This feature is intelligent enough to set the calendar dates for public holidays years in advance – how easy is that! Never stress about forgetting to forward your calls again.
Do you have a busy sales team or high volume of inbound calls? Then simultaneous targets gives you a way to effectively manage activity by sending calls through to multiple target numbers at one time.
The advantage of this is it encourages teams to pick up the phone quickly, especially if they have targets relating to number of calls answered of enquiries dealt with. This increased urgency also helps you to manage a three ring policy SLA.
You can direct the calls to office workers, home workers and mobiles so there’s no reason for anyone to miss a potential sales enquiry or customer service query.
Ready to get started?
None of the features outlined above require ANY extra hardware or complicated set-up. All can be installed and managed through the MyWindsor portal. The only thing you need to do, is let us know which features you’d like, then let us take care of the technical bit.
That’s it for today’s spotlight feature on ‘load sharing’ services. We hope this gives you the appropriate level of context and information you need to decide if any of these features are right for you. If you’d like to add any of these to your existing call plan, speak to your account manager today.
Don’t yet have a number with Windsor Telecom? We’re offering anyone who signs up as a result of this series, 3 pieces of technology completely free. Simply email us quoting ‘CHT 101’ in the subject line.