Managing Multiple Telephone Calls

It’s FA Cup weekend and that means one thing; the media are going out of their way to pack our heads with statistics and facts, comment and analysis as they bid to raise the excitement levels. Admittedly the TV coverage is slightly more muted than in yesteryear when the entire day’s programmes were handed over to cup-related events but there is still plenty of interest around.

Fans of Arsenal and Aston Villa may be more concerned with the football angle, pouring over the win record between the teams or the effects of injuries on key players. However, there are lots of statistics for non-footie fans to chew over as well.

Thanks to the BBC we now know that the food and drink consumed at the game equates to the power needs of Dudley for the same period. We also know that if each of the 40,000 fans who are expected to use the Tube to get to the game walk from the station to the stadium and back they will have covered a total of 56,000km (or nearly one and a half times around the earth) between them. 

The sheer number of people involved poses a logistical challenge for the authorities, not just in terms of food and sanitation but also managing the volume of smartphone photos, posts and conversations during the game. Luckily it is a challenge which London’s authorities are well practiced at meeting. 

But what happens when a business needs to scale up its own telephony service? It may be that the business is expanding or has taken on more employees to cope with a seasonal rush; perhaps it is gearing up to respond to a promotion or maybe has received some publicity from an event. Whatever the reason, it can be a challenge to manage additional call volumes. This is where a hosted PBX (virtual switchboard) comes into its own. Fully flexible and scalable, the hosted PBX can handle a few calls or thousands of calls as required. With customisable menus and message prompts a virtual switchboard can be programmed and reprogrammed to help businesses to manage multiple calls as circumstances change. 

For example, in quiet times calls could be allocated to employees to answer. But when the business hits a busy time, callers could be offered the option of listening to recorded information or asked to leave a voicemail. Calls could even be switched outside the business to a virtual assistant service or dedicated helpline. Linking as required with all of the other Callagenix services, a hosted PBX is a good solution for businesses with varying call volumes.  

And not only for business. Depending on the size of the organisation, virtual switchboards can also prove their worth when it comes to managing telephony services for a charity. Let’s look at the scenario where a charity may have a central office, one or more shops, a depot where donated goods are sorted and some sort of out of hours rota system. By linking all the premises through a virtual switchboard, perhaps allied to a VoIP system, the charity can ensure that if one operation centre is not able to answer the phone, calls can automatically be switched to another. Similarly, programming the switchboard by using a ‘follow the sun’ methodology, out of hours calls to the charity can automatically be diverted to the nominated emergency contact.

In fact, programmable switchboards have now advanced to the stage at which they can positively benefit businesses and other organisations. With programming pathways changed as required organisations can considerably boost their ability to maintain an ongoing dialogue with customers and others to the mutual benefit of all.

Written by Alison