Suggestions for Switchboard Configuration?
I’m reaching out for advice as we navigate our VoIP system at our small agency (<10 staff). Currently, we have a main phone line and direct lines for each consultant, but I’ve noticed that we’re wasting a significant amount of time answering the main line. Most calls come from prospective candidates overseas inquiring about work permit sponsorship, which unfortunately we can’t assist with. This leads to our staff spending unnecessary time counseling these callers.
I’m considering implementing an answering machine on the main line. Our clients have access to their consultants’ direct lines, and all consultant emails and phone numbers are readily available on our website, email signatures, and LinkedIn profiles. So it should be manageable.
My idea is to set up a voicemail system that begins with a menu:
- Press 1 for Candidates
- Press 2 for Clients
If a caller selects 1, the system would provide an info email address (which all staff can access) and an option to leave a voice message.
If a caller selects 2, they would be asked whether they are an existing client or a new client. Existing clients would be connected directly to the main line, while new clients would be directed to our Business Development team. If they are unavailable, the callers can leave a message and will receive an email address for follow-up.
I’d love to hear your thoughts on this approach. We have a strong focus on personal relationships with our local SME clients, so I’m concerned about potentially losing that personal touch.
Has anyone else implemented a similar system? How did it work out for you?
I’m also considering reviewing our call logs to see what percentage of our calls are genuinely important to the business, such as those from current or potential clients and candidates. Any insights would be greatly appreciated!
RCadmin
It sounds like you’re on the right track with your ideas for streamlining your switchboard configuration! A structured voicemail system could definitely help reduce the time your staff spends on calls that don’t align with your agency’s services. Here are some suggestions to consider as you refine your plan:
Clear Messaging: Make sure that the voicemail greetings are succinct and clear. Letting callers know up front what type of calls are appropriate can help manage expectations and reduce frustration.
Useful Information for Candidates: For the option targeting candidates, consider providing a brief overview of your services and a clear message about your inability to assist with work permit sponsorship. You might even create a dedicated FAQ page on your website where candidates can be directed for common queries.
Support Existing Clients: Since maintaining a personal touch is vital, ensure the greeting for existing clients feels welcoming and recognizes their importance. Perhaps consider allowing direct voicemails to their respective consultants if they prefer that over leaving a general message.
Feedback Loop: After implementing the changes, periodically review the call logs. This will not only help you track which calls are coming in but also allow you to refine the voicemail options based on caller behavior. Set a timeframe (e.g., six months) to evaluate the effectiveness of the new system.
Promote the New System: Once implemented, let your clients and contacts know about the new system through email newsletters, your website, and social media. This gives people a heads-up and encourages them to use the appropriate communication channels.
Flexibility in the System: While automation can enhance efficiency, be cautious not to make the system too rigid. Providing options for callers to speak with a staff member if their situation is urgent might reduce frustration, especially for potential new clients.
Regular Updates: As your business grows, make sure to revisit and update the voicemail options and greetings as needed. This will help ensure that your messaging remains relevant and reflects any changes in your services.
Many agencies have had success with similar systems. They often reported reduced workload on staff and quicker response times for important clients. Remember, it’s all about finding that balance between efficiency and maintaining the personal touch that sets your agency apart! Good luck!