Once you have an understanding of your incoming call volume and workflow, you can get an idea of the specific areas ready for improvement. Do you have visibility into the accuracy of your current incoming call process? How many times do errors occur from messages being recorded incorrectly, misplaced, or not passed along in a timely manner?.How are subsequent actions followed through?.Are people answering calls to subject matter experts?.Is there a consistent process for answering and directing incoming calls?.Who is the first point of contact: the help desk or the intended department?.
Map out the existing workflows for managing incoming phone calls by answering the following questions. If so, what is their average wait time?.What is the average duration of each call?.Understand your incoming call environment by assessing your organization’s incoming call volume, the time commitment to process these calls, and whether or not existing resources are keeping up with demand: Evaluating your Incoming Call Processįirst, we need to determine if the existing incoming call process is meeting your needs. Keep reading to gain practical tips in evaluating your current process as well as ideas for improvements. The good news is there are tools available that can help streamline and automate many of the processes around effectively managing incoming calls. The ability to efficiently navigate this process becomes quite challenging and nerve-wracking. Now do it thousands of times each day with hundreds of possible call routes. Information needs to be recorded properly, forwarded to the right people and then followed up on in a timely fashion. Effectively managing incoming calls is a very important process.
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