Are you experiencing unexpected peak periods at the attendant console? Make use of the support of employees working from home!

You know how it is: We cannot always predict short-term fluctuations in call volume, yet waiting times and potential losses must be minimized. For nowadays, companies are reliant on the smooth operation of call handling. This means also having to answer and distribute every call in periods with high call volumes. To support attendant operators in this task, home-based staff could also be used. An optimum, cost-oriented solution for the company, which increases both customer and employee satisfaction.

If a high call volume is to be handled by the attendants or if different departments want to receive calls independently of each other, then several attendant consoles have to work in parallel and, depending on the call load volume, they can be added or removed. Often customers call at known times but the central office is also constantly having to deal with unexpected peak periods. The aim is to ensure constant availability by phone, irrespective of whether calls come in from individual customers or many customers at the same time.

But how can a company ensure this level of availability by phone? The solution is a professional attendant console which reliably answers several calls coming in at the same time and distributes them within the company. If the solution is web-based, it also enables other attendants to be brought in, in the event of high call volumes, irrespective of their location, also home-based. This, in turn, offers the company a new, currently unknown flexibility.

Let us summarize the expectations placed on an attendant console: call handling must be able to be performed "on premises" as well as "cloud-based". The software must be "state-of-the-art" and compatible with the most common UC systems. The uncomplicated incorporation of additional attendant consoles, for example in a home office, is desired. No-one wants to do without future-oriented communication via WebRTC. Plus, with regard to home-based attendants, simple access to a variety of telephone directories and seamless integration into an environment with Active Directory, Exchange Server and Presence are an absolute necessity.

While it is true that expectations and pressure with regard to seamless operation of call handling are high, as mentioned already, web-based attendant solutions now also enable short-term, high call volumes to be dealt with by bringing in additional attendants, irrespective of their location. This also means that the company does not have to maintain an additional workplace. In addition, the completely web-based attendant console simplifies the handling of software updates, which, in turn, reduces operating costs. And last but not least, thanks to WebRTC it is no longer necessary to have a UC Client on the home office notebook or to have to enable special ports on the company firewall.

So make use of web-based attendant solution, for the benefits are clear: Increase in sales. Increased customer satisfaction. Motivated staff.

Talkbase meets the above-mentioned requirements of an attendant console which can handle calls both from a home office and within a company. Don't hesitate, ask for a non-binding demonstration!