Stargate Technologies, Inc.

Many small businesses have questions about the best way to answer their phones. Often it is about balancing the need to handle call volumes and still give great customer service.

Here are 6 ways your business can answer the phones. Seeing some of the alternatives may help you decide if what you are doing is best for you or if there is a way that might make more sense.

1) Ring Attendant Phone Only
This is a common scenario and can be effective unless you want all calls answered live and someone has to run to this phone when the receptionist is out.

2) Ring to a Group of Phones
This can be a great alternative where a call can ring to the attendant station and also to one or more other phones. When the attendant is out or overloaded other staff can then assist with answering as needed.

3) Ring Everyone
This is typically not the best way for calls to be answered. Generally there are certain staff who will be interrupted by having their station ring all day long. But in some cases this scenario can make sense.

4) Automated Attendant
Although this method is generally one that business owners to not want to inflict on their customers it has become so ubiquitous that people are used to it. Most of the reasons that people hate to use auto attendants have to do with poor programming of the menu options in the first place. If one of the options above is not right for your company then the AA is probably right for you.

5) DID (Direct Inward Dial)
DIDs typically require a T1 or PRI in most cases. T1s can be expensive for small businesses and may eliminate this choice for some organizations. Keep in mind that DID’s will change many things about how your organization works. For example if you have sales staff that gets calls to their direct line and that staff person leaves your organization you will need that line to be answered and that voicemail associated with that number to be check regularly by someone. Also the people who have that number will call if for everything. In other words they will call that persons number even with they want customer service or some other option. Then they will leave a message and often not get the attention they needed in a timely fashion. For many companies however the advantages outweigh the disadvantages. One major advantage is sales staff being able to get calls faster and easier.

6) Mobility.
Mobility is a fantastic option that is unique to the Avaya IP Office telephone system. It means that calls that ring to an extension whether transferred there or coming in on a direct line can ring on that station and on a cell phone at the same time. So if have staff that is out of the office much of the time this can be a great option. The call can come back to the office voicemail if not answered.