When a business loses an employee in tough economic times, it may try to re-arrange word duties and employ technology to avoid hiring a replacement. Receptionist positions are frequently targeted for elimination because they do not create revenue and are usually considered overhead. Proper call handling can be very important, however. Poor call handling may have disastrous consequences.
Hosted PBX Services offer many potential solutions that can be used independently or together to facilitate proper call handling. Available solutions include automated attendant, redirecting calls to a receptionist at another location, direct inward dial numbers, uniform call distribution and work-from-home receptionist. Many of these solutions can also be delivered by a Voice over Internet Protocol (VoIP) based telephone system. For cost effectiveness, this article will focus on these features delivered by Hosted PBX.
Automated attendants can answer calls, play a pre-recorded message and allow callers to self-direct themselves. They can dial a digit representing a department, dial a specific extension number or dial from a directory. Automated attendants can be used as the primary for call answering or can be a back-up when an extension is busy or a call rings a certain amount of time.
Because of their unique architecture, Hosted PBX Services can easily combine multiple office locations into one seamless telephone system. Calls can be answered in any office for any person regardless of their location. Hosted PBX customers can reduce receptionists to as few as one covering all locations.
Direct Inward Dial (DID) numbers are 10 digit telephone numbers which ring to a specific extension or department. Publishing DID numbers give callers a means to call directly to the person or department of choice while bypassing a receptionist all together. Receptionists can do other duties, answer more calls or provide better care to the calls they receive with a reduced call load.
Uniform Call Distribution (UCD) evenly distributes calls among a group of extensions. A company can task several people to answer incoming calls and distribute them in a manner that will minimize the burden on any one individual.
The VoIP based telephones of a Hosted PBX Service can be placed anywhere that has good broadband Internet connection. Phones can be place in the homes of part-time and work-from-home employees. They can answer calls and distribute them as appropriate. Their pay may reflect their part-time and work-from-home status as appropriate.
The solutions listed above can work independently or in conjunction with one another. Together, they allow a company to effectively reduce its overhead cost from the receptionist position without sacrificing call handing, customer service or professionalism.
Connect our VoIP phones to your existing Internet enabled Local Area Network (LAN) and you're in business!
