Be Vewy Vewy Qwiet! Use TelePacific’s SmartVoice to get the
Posted on September 30, 2009. Filed under: TelePacific | Tags: hunt groups, SmartVoice, TelePacific, TelePacific
Communications, TelePacific customer satisfaction, TelePacific products, U.S. TelePacific Corp |
Be vewy vewy qwiet. I’m hunting wabbits!
Poor Elmer Fudd. He never got what he was looking for. And many of us can relate. How many times have you called
a company or a call center needing to talk to someone and either you’re on hold for a long time, nobody answers or
the line is always busy. You feel like Elmer, unable to get the person (or wabbit) you’re looking for. It’s
annoying when that happens to you. It’s financially detrimental when it’s your business that’s on the other side of
But, to mix pop-culture references, we can fix it…we have the technology. TelePacific has added hunt group
capabilities to its SmartVoice service. These aren’t hunt groups like the kind you might see on your local
public-access outdoorsman show. These hunt groups are designed to make sure your customers get their
Hunt groups, unlike your algebra high school teacher, are very flexible. You can set predetermined groups of
users. These could be based on functions—sales, customer service, technical support, marketing—or office location
or really any creative way you can imagine. You can even have individuals belong to more than one hunt group.
So what does organizing your employees into groups do other than create cliques and encourage them to dance and
sing down the hallways in sync to the West Side Story soundtrack? “When you’re a Jet, you’re a Jet all the way.”
Well, that’s where the fun begins.
You can set up your hunt groups to work in a linear pattern. So, for example, when a call comes in, it goes
directly to one person—could be the front desk. However, if the person at the front desk is on the phone or not
available, the call automatically goes to the next person on the list and keeps going down the line until someone
is there to pick up. This way, you don’t lose the call.
Or you could set it up in a circular pattern. The first call goes to the first person on the list, and continues
down the line if that person isn’t available. The second call that comes in automatically goes to the next person
on the list, so calls are distributed evenly. This is great if you have a sales department and you want to ensure
all your sales people have an equal opportunity to receive sales calls. It also works really well if you don’t want
one individual to always have the primary responsibility of answering the phone.
If you’re more interested in the call being answered as quickly as possible so that the caller isn’t waiting,
you can set it up in a simultaneous pattern. This way, when someone calls your company, all the phones in that hunt
group ring at the same time until one of the hunt group users picks up the phone.
The service comes with a ton of extra functions, like the ability to decide how much time a person can be
transferred along a hunt group until they go to voicemail, or caller ID so that you know which hunt group you are
being called for (particularly important if you belong to more than one hunt group) or even the ability to forward
calls intended for a whole hunt group to a different number in the evenings, weekends and holidays (or any time you
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Bottom line is, you don’t have to miss a potentially important customer call—because aren’t all customer calls
important? And in the process, you achieve enhanced customer satisfaction, increase employee effectiveness and end
up with a more productive, profitable workforce. Now, isn’t that what you’re hunting for?