Of course, putting your customers first is key to any successful business. Making it easy for them to deal with you is also crucial. Streamlined systems that flow no matter whether face to face, online or over the telephone are a must. Let’s focus on the phone side of things today.
Is the Auto Attendant dead?
An auto attendant can work well for some when an automated system actually works or providing a human is close at hand. At Vostel we are seeing a U turn on auto attendant however and finding a team member actually answering the phone is more common and of course far more desirable from a clients perspective. One company that springs to mind who are leading this is First Direct bank. A human answers every call it seems, sometimes before the phone actually rings, day or night! The team member invariably helps with each enquiry without being passed around several departments. Fast, efficient calls allow everyone to get on with their day, or night…
The heart of HashKey is putting customers first. We thought it would be helpful to offer an example scenario of how we can achieve this. In the scenario below we are routing calls from our best customer to a team member called Pete. Pete is our best customers favourite member of staff. HashKey auto detects the caller and then routes the call wherever you like, internal, external or both. Automatic routing takes place when our best customer calls and he is connected straight through to Pete’s telephone. Just make sure a failover route is in place, for example after 10 seconds calls could go to the ‘Sales’ group ensuring calls are always answered. Or if our best customer prefers, to voicemail.
To understand how HashKey was created you can read an introduction here.