Before
you place a request for a divert, please
consider the following
Do
you want a pre-connection greeting to explain why the calls are
being diverted
For example - "Thank you for calling ABC Trading limited, following the
Government's advice we are now working from home where possible. We would like
to reassure you that we remain open for business and are committed to
serving our customers during this difficult time, please bear with us whilst we
redirect your call". Or something similar.
Do
you want the calls to be delivered to a mobile.?
If
so there are a few things to consider.
1. Most
mobile phones will route the caller to a voicemail either after a short period
of ringing or immediately if the phone is busy or out of area. To
obviate this as a problem we can provide a 'choose to accept' facility which
will ensure that the caller will not go through to the Mobile phones
voicemail but can be routed to a Call Angels voicemail after a period of
ringing and then subsequently the relevant message can be emailed to a customer
defined email address. If the recipient presses the "Choose to
accept" number (1 to 9) they can answer the call before it goes through to
voicemail.
2. What
number do you wish to appear on their mobile screen? The callers or
the temporary Call Angels number (the latter will warn then that the call has
been redirected from their business number).
3. Do
you simply want a call whisper announcement (a small audio prompt,
telling you of the call purpose before the call comes through to you)?
Do
you want to provide your callers with a few options on an IVR?
"Thank
you for calling ABC Trading limited, following the Government's advice we are
now working from home where possible. We would like to reassured you that
we remain open as a business and are committed to serving our customers during
this difficult time, please bear with us whilst we redirect your call"
For
Sales press 1
For
Accounts Press 2
etc
etc.
Do
you want a voicemail option?
I
am sorry but all of us are busy taking calls from other customers at the moment
please leave a message and we will return you call as soon as we can...etc
etc"
Do
you need Out Of Hours options?
"Thank
you for calling ABC Trading limited, our normal office hours are xxxxxx, leave
a message and we'll get back to you during normal office hours."
Please insert your responses, in line, in Red.