How best to handle inbound calls (small company)

130 pts.
Tags:
Call Center
Call Center metrics
Call Center ROI/TCO
Nortel
PBX
Telecom
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

Answer Wiki

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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 <a href=”http://www.steptocallcenter.com”>call center</a> business

It is always good to have skilled technical peoples as well for call handling.
If you are looking for a call centre or contact centre solution then Avaya is the best in this kind of environment..

Ravi

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  • JennyMack
    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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  • Hetmil
    It is always good to have skilled technical peoples as well for call handling. If you are looking for a call centre or contact centre solution then Avaya is the best in this kind of environment.. Ravi
    715 pointsBadges:
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  • Itcom
    Hi! I will suggest you upgrade to an IP PBX system which has the Ring group feature and auto attendant which will help direct client calls to the right sales staff base on client requirements. Thanks
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