3 Free Call Handling Solutions
How much of your employees time do they spend actually working on their primary duties? Not doing administrative, answering emails or handling unsolicited phone calls. Would it come as a surprise that a survey of 2,000 office workers reported only 45% of their day was spent performing the primary duties of their role? Can call handling help?
The continuous and growing streams of distractions are causing businesses to look for solutions that lighten the admin load and ease interruptions. One solution that’s rising in popularity is call handling services. They’re nothing new, call handling is basically a service that answers and screens calls to mitigate your staff’s time on the phone. Call handling can include admin tasks such as answering questions, redirecting calls and trying to get rid of cold callers. But do you really need another monthly overhead?
Here’s 3 free call handling solutions that make the most of the system and staff you already have.
3 Free Call Handling Solutions
1. Organise Your Call Flows
Call flows are an often overlooked organisational tool. What’s more, they are a completely free call handling solution assuming you have a modern phone system. When companies set up their new phone system, they rarely move away from the standard “press 1 for sales, 2 for support” setup. With a bit of forethought and ingenuity, a well thought out call flow can alleviate most of your nuisance calls and repeat questions.
When businesses upgrade to Telux, the first step of their setup is to design their call flows. Getting this ironed out immediately means we have a concrete foundation to build their phone system around. In other words, if there’s one free call handling tool you decide to utilise – this should be it. To make things easier for you, here’s a free spreadsheet to get started. It is based on the call flow designer we use for every Telux customer. Download Our Free Call Flow Planner For Call Handling
Here’s some more great resources on organising your call flows:
- What Do Good and Bad Call Flows Look Like?
- Are Ex Employees Walking Out The Door With Customers? How call flows can help.
- For more complex call flows, Event Studio has a free trial of their Call Flow Design Software
2. Setup Call Screening & Blocking
Most interrupting callers [the ones you can never get off the phone] are repeat offenders. We often find anonymous calls and calls from premium numbers are not legitimate customers. These are not calls you want to interrupting your work flow. For this reason, it is important to establish some ground rules that define which callers can get through. Alternatively you may want these calls to go directly to voice mail or a recorded message.
In one case, a customer found that in the event sales callers would not get an answer via the direct line, they would call again and dial through to support. This resulted in support staff being inundated with sales callers they could not get off the phone. Because of this, their support queues were unusually long and legitimate support callers had to wait to get through. In this case, the free call handling solution we implemented was to create a basic pin number which could be shared with customers. When customers called in with a legitimate support query, they entered the easy to remember pin and were connected directly with a member of the support team.
3. Use Your Do Not Disturb
Another free call handling feature most modern phone systems have but rarely use is the Do Not Disturb function. The Do Not Disturb function is a free call handling feature which sends all inbound calls directly to your voice mail. As a result, you are able to work uninterrupted for whatever period of time you wish.
In addition to being able to work uninterrupted, there are additional uses if your phone system include VoIP features. Features such as ring groups and hunt groups, can be used with the Do Not Disturb function to temporarily silence a single device within a group. For example, our Sales Director is spending the day at a networking event in Leeds. As he travels often, his ring group is set up to ring his office desk phone, mobile phone and home office phone simultaneously. If he knows he will be away from the office for the day, his phone ringing may disturb other colleagues.
To avoid this, he can activate the Do Not Disturb feature on his desk phone in the office which will silence his calls on that device until he is back in. As a result, calls still ring on his other devices which he can answer at any time.
Carve out a define period of time to focus only on priority tasks and enjoy the sound of your desk phone not ringing.
- We recently made a video showing how to setup Do Not Disturb on the Polycom 335.
Setup Your Free Call Handling
It makes us especially happy to see that businesses are recognising their time and resources are being wasted with poorly managed call handling. However, you don’t need to outsource to call handling services to resolve them. Using free call handling and telephone answering services is a band-aid fix to a deeper problem that throwing money at isn’t going to fix.
Ready to fix your voice problems for good? Talk to us.