How to Utilise Ring Groups and Avoid Missing Calls

by | Mar 17, 2016 | Communication, Happier Customers, Make More Sales, Technology, VoIP

We all have those days where we wish there was more than one of us. Where we could duplicate ourselves so that we could get that to-do list completed, whilst making our 7th latte of the day, at the same time as answering the phone ringing away on our desk.

While we might not have solved the issue of cloning (apologies!), we can show you how ring groups can help make sure those all-important calls get picked up, even when there is only one of you!

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Ring groups (also known as ‘hunt groups’) allow you to direct incoming calls to a group of users, handsets or extensions rather than to just an individual. They give the ability for more than one person to be able to answer calls with your company, specific department or team, without people having to run across the office to try and get to a ringing phone whilst it’s owner is on the afternoon Starbucks’ run.

It’s not uncommon that more than one person in your business is equipped to answer the phone and help answer a caller’s queries. And even if that person can’t give them the exact answer that they need there and then, the fact that they picked up the phone helps give the caller a positive experience and impression of your business. Ring groups take the pressure off that one person within your business or each team to always be the one available to answer the phone.

Let’s take a couple of examples of ring groups in action to help:

Scenario 1

You’re a small startup with 3 employees, all with your own extensions and users on your phone system. You have one main number for all incoming calls and you don’t have an auto-attendant feature set.

When a caller dials your number, where does their call go?

Traditionally, you’d probably have this call directed to one phone on one person’s desk and if that person was away from their desk, you’d suddenly have the other 2 people running across the office trying to get to that one phone in time, likely missing the call in the meantime.

With ring groups, you can simply have that call directed to all 3 employees extension’s, so if one person’s not at their desk, the other 2 people can answer easily. It also means you can share the workload of answering the phone across everyone. With a small team, it’s likely you don’t have one person who is constantly available and best placed to answer the phone. With ring groups, if one person is buried in a project and doesn’t want to be interrupted, somebody else can easily answer the phone.

Scenario 2

You’re a larger company with 50 employees. Again all employees have their own extensions and users. You also have a main number that goes to an auto-attendant feature. Your auto-attendant feature splits callers; if they require sales, they dial 1. For support, they press 2.

If callers require support and dial 2, you still don’t want them to go through to just one person, you have a support team so more than one person can help with support queries. You want the call to go through to the full support team so that any team member that’s available can answer and help make sure you have happy customers!

With ring groups, you can also send all the callers requiring sales to the whole sales team, so that whoever is available can help, and you don’t lose potential customers!

Ring groups can also be configured in different ways depending on your requirements:

 

  • Simultaneous Ring:

    • All phones in the ring group ring at the same time, including deskphones, softphones, and mobiles. This is a simple ring group commonly used if there isn’t a preference for who in the group answers a call.
    • Example: a support call diverts to all your support teams phones at the same time so whoever isn’t currently handling a support query can answer as quickly as possible.

 

  • Delayed Ring:

    • Delayed ringing allows you to send calls to one phone (or collection of phones) first, and then after certain pre-defined lengths of time, add in additional phones to the ring group.
    • Example: For a sales call, all deskphones in the sales team ring, and if unanswered after 5 seconds, mobiles are included. If still unanswered after 10 seconds, you send this to a different team as a last attempt for somebody to answer the call, before finally sending to voicemail if it remains unanswered.

 

In a previous blog post we’ve highlighted the Hard Hitting Impact of Missed Calls for UK SMEs. Bottom line; Missed Calls = Missed Sales. Telux HD have the solution. With ring groups, you can make sure you always have somebody available to answer your calls, ready to help your existing customers, or handle those potential new customers.

 

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