Time of Day Rules = how you can always be available to customers [Infographic]

by | Mar 7, 2016 | Happier Customers, Make More Sales, Technology, VoIP

You can’t be sat in the office ready and waiting to answer the phone on your desk 24 hours a day, 7 days a week, 52 weeks a year – it’s just not feasible, no matter how hard you try. Even the most successful founders and CEO’s (especially them!) don’t spend all day glued to their desk. We all have to eat, sleep, and at some point take some downtime, which means leaving the office at some point. But that doesn’t mean you can’t still give the best service and support you can to your customers, even when you can’t be at your desk at all times of the day and night.

This is where Time of Day rules on your phone system can really help you, help your customers. Time of Day Rules allow you to change what happens to your inbound calls at different times of the day, on different days of the week, to account for changes in yours’ and your employees’ work schedules and habits. They can be as simple or as complex as you need them to be, making sure UX is as positive as possible.

Once you’ve set up time of day rules, make sure you check out our Mobility & Remote Working Planner to ensure you never miss a call or opportunity.

Let’s take a simple example from one of our customers: On weekdays, between 8:45am and 5:15pm, their main ‘line’ is considered open, and inbound calls get routed through the system to their office phones, and mobiles, ready to be quickly answered by the relevant people. Outside of these hours however, these calls get sent straight to a voicemail, which then sends an email notification to the relevant person (with the voicemail recording attached), so that they can still be notified and available should that voicemail require an urgent response.

For another of our customers, Time of Day rules allow a slightly more complex setup, which is better suited to them, and therefore their callers. Their system works best for them by allowing their deskphones (both in the office and at home) as well as some users’ mobiles to ring between 8:30am and 7:30pm on weekdays, so they can answer a call wherever they are. However, when sat down for dinner, or spending some downtime with family and friends, they don’t always want their mobiles to ring, so after 7:30pm only deskphones ring, allowing whoever is in the office (and therefore better suited to help the caller!) to pick up the call. Otherwise it goes to voicemail, ready to send an email alert.

Time of Day rules can be flexible, just like your team. You can have different time of day rules for different users direct numbers if they have them – if some of your team are available between 8am and 3pm, but others from 11am to 7pm, they can account for this. Or you might want support calls to be able to be answered 24/7, but sales calls to not disturb your sales team on their mobiles at 7am on Sunday morning (let’s face it, it’s probably not the ideal time for a sales pitch!). If you want different things at different times, on different days of the week, that can be done too. With an optimised phone system, you can even set up a toggle, so you can set your out of hours routing as you leave the office at any time, and return to business hours when you walk back in!  

When your office closes, your customer service doesn’t have to close with it.

In an increasingly interconnected world, the standard 9-5 working day is slowly fading out. In order for businesses to expand internationally, they are required to incorporate multiple different time zones from which to function and trade within.  Specifically for SMEs with small teams, this can be a particularly daunting task. Unless you’re prepared to replace caffeine with sleep (we find Redbull works best!) you need to find a way to manage the emerging trend for a 24hr business day.

ToD rules allow you to direct calls to particular ring groups based on the time of day and day of the week.  With ToD rules you can set your office phone to function within GMT standard working day hours. Then, after 6pm you can set a rule for all calls outside these hours to direct to a different sales agent. By allocating your sales staff to different working time zones, as a group you can collectively manage business calls to clients throughout the entire working day to businesses anywhere in the world.

We understand that business is fluid. In order to keep customers happy, businesses are facing increased pressures to stay flexible and adaptable to growing customer demands. An optimised phone system makes communications simple for both you and your customers. Time of day rules mean you can rest assured your customers will be taken care of even when you’re not there.

Missed calls = Missed sales… Don’t say we didn’t warn you!