If you’re interested in learning more about call reporting software, or contact centres in general, check out our whitepaper, “The Secret to Business Intelligence”.
Pretend you’re in an office. If you’re already in an office, congratulations, 99% of your work is done. Now just coast and read.
At some point today, you probably dealt with someone at an office.
How was that experience? Good? Bad? Just calling an office can be an “experience” (to put it politely).
Why is that?
It’s often as simple as the ring type used in the office.
There are four main ring types, as illustrated below.
By far the most popular, offices use “Collective Ring” when they want every connected phone in a hunt group to ring at the same time as soon as a call comes in.
In theory, this means the call has the best chance of being answered. In practice, this is not always the most ideal ring type for an office. Consider the following three options.
“Rotary” is a second, viable option. Not nearly as popular, but more specific, it’s got its benefits. An incoming call passes through the first phone in a hunt group, then the next, then the next, on and on until it passes through every available phone. Once it’s finished, it restarts the process. This goes until someone answers, or the caller hangs up.
This provides a better chance an employee will be able to pick up the phone, as opposed to heading to voicemail, which brings us to sequential.
“Sequential” is very similar to “Rotary” with one big exception: Once a call has completed a cycle through all available phones, the call goes to voicemail. This provides an alternate, aruably equal benefit for the company and caller. One may leave information to be answered at a later date, as opposed to just calling back the next day and praying.
Finally, we come to “Oldest Idle”. Put simply, the best aspect of this ring type is its smart method of keeping track of each phone in the hunt group and their respective logged (if it can be called that) times on the phone. When a call comes in, this ring type understands that it should go to the phone with the least amount of “logged” time.
In essence, it creates a much fairer call distribution system, and makes it so no one call representative is overwhelmed. Of course, the latter is inevitable, but this ring type is much more adept at dealing with this than the others.
If you possess even basic knowledge about these different ring types, you’re a little less in the dark about why the office you called yesterday hasn’t got its you-know-what together, and it can help you plan for when you’re in the driver’s seat of planning your own office system.
Explore and educate yourself.
Experience Clever Telecom.
Digitcom has 26 years experience working with Canada’s business community, helping to solve all their telephony challenges. If you are interested in running the most reliable phone system on the market, then contact us at 1-866-667-8357 or email us at firstname.lastname@example.org.