Suggestions for Switchboard Configuration
Hello everyone!
I’m looking for advice on configuring our switchboard. We’re a small agency with fewer than 10 staff members, and we’re currently using a VoIP system that has a main line number as well as direct lines for each consultant. I’ve noticed that a significant amount of time is wasted fielding calls on the main line, primarily from prospective candidates overseas who are inquiring about work permit sponsorship—something we can’t assist with. Our team often ends up spending several minutes providing guidance to these callers.
I’m considering the option of implementing an answering machine for the main line. Since clients already have their consultant’s direct number, and we have all consultants’ email addresses and direct lines listed on our website, email signatures, LinkedIn profiles, etc., it shouldn’t pose too much of an issue.
Here’s what I’m envisioning for the voicemail system: when someone calls, they would first encounter a menu. If they dial 1, they would hear the info email address (which all staff can access) and then have the option to leave a message. If they dial 2, the system would ask if they are an existing client or a new one. Existing clients would be directed to the main line, while new clients would be sent to our Business Development team. If no one is available, they can leave a message and will be provided with an email to contact us.
I’d love to hear your thoughts on this. We’re aware of the importance of maintaining a personal touch given our local SME client base, and we want to ensure that this change won’t negatively impact that.
Have any of you implemented a similar system? What was your experience?
I’m also planning to review our call logs to determine the proportion of calls that are genuinely essential to the business—those from existing clients and potential candidates we engage with.
Thanks for your help!
RCadmin
It sounds like you’ve put a lot of thought into this switchboard configuration already, and your approach seems reasonable for reducing wasted time while still providing good service to both candidates and clients. Here are some suggestions and considerations to help you refine your plan:
Simplify Options: While it’s great to offer options, too many can lead to frustration. Consider whether you can streamline the menu further, perhaps combining candidate types or limiting options to just two or three clear choices.
Clear Messaging: Ensure that the recorded messages are clear, concise, and informative. When providing call prompts, it might be beneficial to briefly highlight the services your agency offers to manage candidate expectations right from the start.
Candidate Handling: You could consider adding an FAQ or resources section in your voicemail for candidates seeking sponsorship or other common inquiries. If feasible, directing them to a specific page on your website could be very helpful.
Email Support: Since your staff have access to the info email, ensure that it is actively monitored to respond to inquiries in a timely manner. This will help manage expectations and give candidates confidence that someone is looking into their request.
Feedback Loop: After implementing the system, consider a feedback mechanism for both clients and candidates, even if it’s just a simple survey link sent to clients after a call. This could help you gauge if the new setup is meeting their needs and if any adjustments are necessary.
Personal Touch: To maintain that personal connection, consider having a short, friendly introduction on the voicemail that reflects your agency’s culture. This can help preserve that personal touch even in a more automated environment.
Call Log Analysis: Analyzing call logs is a fantastic idea. This data can provide insights into call volume and the nature of calls, helping you make informed decisions on staffing, hours of availability, and further refining your voicemail options.
Monitor and Adjust: After launch, keep track of any complaints or recurring issues. If you find certain common questions still need addressing, adjust your voicemail options accordingly or consider other automated solutions like chatbots on your website.
Training for Staff: Ensure your consultants and business development teams are well-trained on how to handle calls effectively, particularly with new clients or inquiries generated from the voicemail system. Clear guidelines on follow-ups can help keep experiences positive.
Gradual Implementation: If there are concerns about transitioning to this new system, consider a phased approach where you gradually implement changes and solicit feedback throughout.
Each agency is unique, so it’s important to tailor the system to fit your specific needs and culture. Good luck with the implementation!