Some Employees Shouldn’t Answer the Phone

Live Operator vs. Cranky EmployeeEverybody knows who they are, but nobody is willing to say something to them.  They are the employees who don’t work well with others and you wouldn’t dream of having them talk to a customer. But every once in awhile, you have no option but to ask them to be receptionist for a short time.

Makes me shudder when I think of a socially-challenged employee answering the phone.  Remember Ghostbusters? Remember when Janine, already in a foul mood, picks up the phone and says “Ghostbusters, whaddaya want?

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Halloo Hints: Forwarding to Extensions

Q: I have selected “Rings before voicemail picks up”, but I really need to be able to set extensions to forward only (without ever going to Halloo voicemail). Is this possible?

A: Simply set the “Maximum incoming voicemail length” setting to “0″ for the extension(s) that don’t want voice mail. Note that if you record a greeting for that extension, it will still play, which will allow you to record a brief message before the script hangs up. In addition, if you check the “For further assistance” option, the caller will be given the chance to jump to another extension, including back to the auto attendant.

I’m glad you called. Can you call Sally at this number?

Not having a call transfer feature makes your business look untrustworthy.

As a small business owner myself, I’ve gone from the picnic table as a conference room to taking venture capital. In the early days, it’s common to take customer calls and have to tell them,

Call Transfer Conversion Rate

“Actually, Jimmy does the billing now. Can you call him at 415-555-8008?”

And when the company gets bigger and buys a traditional business phone system PBX, you hear your employees ask, “How do I transfer a call on this thing?”

Our webmaster made a good point once – asking customers to dial a separate number is like asking website visitors to make extra mouse clicks. They both lower the conversion rate.

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How long are sales leads good for?

Study shows that if you get a customer voicemail, you better call them back – fast.

A study conducted by Insidesales.com and MIT Lead Response Management indicates that response time is critical for the success of closing a sale. While the differentiation between B2B and B2C is clear, the overall trend is still startling for both types of sales. The sales leads call-back time study shows a lot of interesting stats and graphs, but the upshot of them is that -

Virtual Response Time

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