Explanation of phone system changes
to improve call handling.
Just to let you know that we’ll shortly be improving our phone system so that you’ll find out sooner if all our operators are busy. This rarely happens now as we've added more staff but this is for the odd occasions when it may do.
At the moment, if the whole quoting team is engaged, customers get through to a receptionist who takes down a phone number and we call the customer back. The downside is that, when we ring back, it’s either not convenient for them to talk or we get voicemail.
So to improve things and increase your chances of getting through to us first time, we’ll no longer take down numbers for call-backs. Rather than keeping you holding, we’ll tell you earlier that we’re busy and ask you to call back when it’s most convenient to you.
That’ll save your time and your phone bill (unless you’re already saving by using our 0800 number) and we’ll be able to handle more calls first time round because we won’t have quote staff tied up ringing other customers back.
We’ll monitor how well it works over the coming weeks and make any changes as necessary.
to improve call handling.
Just to let you know that we’ll shortly be improving our phone system so that you’ll find out sooner if all our operators are busy. This rarely happens now as we've added more staff but this is for the odd occasions when it may do.
At the moment, if the whole quoting team is engaged, customers get through to a receptionist who takes down a phone number and we call the customer back. The downside is that, when we ring back, it’s either not convenient for them to talk or we get voicemail.
So to improve things and increase your chances of getting through to us first time, we’ll no longer take down numbers for call-backs. Rather than keeping you holding, we’ll tell you earlier that we’re busy and ask you to call back when it’s most convenient to you.
That’ll save your time and your phone bill (unless you’re already saving by using our 0800 number) and we’ll be able to handle more calls first time round because we won’t have quote staff tied up ringing other customers back.
We’ll monitor how well it works over the coming weeks and make any changes as necessary.
