In the queue of a switchboard everyone wants their call to be answered as quickly as possible. If a queue forms, the calls are handled one after the other. Whoever has been in the queue for the longest time is displayed right at the top and is the next to be dealt with. So the principle “first-come first-served” applies in this case. However, there are different situations in which this basic rule does not apply. At the same time there are different approaches for reducing a caller's waiting time and therefore making call handling more efficient.

Emergency situation

Emergency situations arise constantly, but if you are well prepared, this can help a lot. If, for example, a poor guy who is stuck in the elevator calls, your operator should automatically recognize the caller as an emergency number and give priority to this person. So think about which telephone numbers have to be clearly identified as emergency numbers.

The "returning caller"

Imagine that you have been waiting for 40 seconds in the queue after having been put through by the operator. The person you are calling is not at his desk however, and therefore does not answer your call. Instead of ending up at the end of the operator's queue again, a clever system recognizes that you are a returning caller. So you end up straight away at the operator again, who can put you through to a stand-in.

VIP scenario

The company boss calls the switchboard from outside. As his number is saved in the telephone directory (with a photograph), his photograph is displayed in the queue and the operator would like to him give him priority. All that is needed is just a click on this call and the boss is swiftly dealt with. This can also be used of course for selected customers who are to be given priority. 

Personalized and flexible call handling

In addition to the actual call routing it is also possible to maintain different main numbers and to personalize them. You define different announcement texts, music on hold and much more for each main number. This enables you to deal with different caller groups and handle each caller individually.

You can organize the main numbers by different languages, for example or topics. Incoming calls are therefore efficiently pre-selected, thus significantly reducing the waiting time for callers. Whether a French, English or Italian caller, they are all greeted on the phone directly in their national language by the operator.

To implement call routing, your switchboard must set up corresponding operator groups. This type of group does not have to sit in one room, typically the members of a group are spread out. They are located in different departments, company branches or even in a home office. These groups may, however, be formed in order to appropriately deal with a high call volume. In such a case further operator groups are activated in the event of previously defined overflows, with the time for routing in the loop being reduced in practice.

Call forwarding

A further feature in conjunction with call routing is call forwarding. This is set up in the switchboard depending on the main number. General forwarding during the night, on public holidays or in breaks would be conceivable in the event that the main switchboard should at any time not be available. Forward destinations are just normal telephone extensions, either in the company itself or even external numbers; mobile phone numbers are also very practical in order to avoid missing a call as far as possible. But you can of course also forward calls to simple announcement texts.

Summary

Due attention should also be given to call routing in a switchboard. For quick call handling gives the customer making a call a good impression of the company and its professionalism. This is an important factor which contributes to the good reputation of a company. Finally, good availability via phone is a key element in the customer relationship.

If you would like examine the scenario described in more detail for your own planning purposes, it's worth taking at look at the talkbase solution. In conjunction with Skype for Business or Cisco's CallManager, it provides the workflows required to deal with calling customers in as customer-friendly and efficient a manner as possible.