Call Handling

Despite a move towards text and video based comms for meetings many businesses still receive the bulk of their enquiries and indeed service calls via the telephone. Avoiding these callers hanging up prior to reaching an answer is of course crucial but with a society driven by immediate gratification this is becoming ever more difficult.

Queues can help, especially when paired with well presented, informative or entertaining Messaging-on-hold. However even then there comes a point when “enough is enough” which is where queue-call-back comes in. Callers are given the option to have their place held in the queue while they hang up. The system then returns their call when an agent is able to answer. This means the caller is in better humour when they engage and are more likely to have a satisfactory interaction. It also helps morale in the business as fewer calls are with callers jaded by holding on for longer than they deem appropriate.

These features are perfect for service based businesses such as doctors, dentists, vets and estate agents etc.

If your current set up does not have these then get in touch to speak with one of our consultants who will quickly revolutionise you call handling and client satisfaction!