How best to handle inbound calls (small company)
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Pandub
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How best to handle inbound calls (small company)
Call Center, Nortel, Telecommunications, Call Center metrics, Call Center ROI/TCO, Call Center management, PBX
Hi all,
I have to review our telephone system with the aim of making sure our customers that call us get answered promptly.

I'm looking for opinions/best practice on the best way technically to handle inbound calls? Do you have answer service part automated?

At the moment, we have 3 sales agents handling calls, plus an overflow group of 3 other people.

Our PBX is a Nortel Aspire system.

Thanks in advance
ASKED: Jan 6 2009  0:14 AM GMT
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CallCenter2010
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If your sales staff do a face to face sales I would suggest to dedicated one or two agents for the phone calls handling ( depending on you expected calls load expected) and calls to be popped up automatically, But It's highly recommended to have some CMS(call management system) system in place to check the calls in waiting as well.


Wish you all the best with your call center business
Last Answered: Aug 10 2009  6:39 PM GMT by CallCenter2010   210 pts.
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JennyMack   3330 pts.  |   Jan 6 2009  4:13PM GMT

Hi Pandub,

You may want to refer to our “call centers” tag. There may be some information that you might find useful.

Thank you,
Jenny
Community Manager

 
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