Busiest Day in The Office and Nobody was There

Busiest Day in The Office and Nobody was There

We wanted to share with you our experiences of working from home today, managing our call volume in the current climate we thought would be difficult, it wasn’t.  We had our busiest day of calls in over a year, spread over our team at home. You may ask, how did you cope when your businesses never operated on these terms before. Hopefully, we can shed some light.  Call volumes up 25% on last week.  This is our first time really depending onthe software.  It impressed us in three ways.1. We can see clearly who was answering calls and who wasn’t.  We were also able to ensure that 95% of calls were answered by a person in under 25 seconds.2. Everybody could see  who else was on the phone with the presence app. So, we knew who was free to take calls at home.3. The soft phone apps on the mobiles and computers allowed everybody to record their calls and give the rest of us visibility. Maybe we will all learn new ways of working. For our management team, being able to visually see the productivity of their team and ensuring high standards of customer experience are still delivered was essential. With 2 clicks of a mouse, we were able to see, how many calls we’ve answered, how long it’s taking to answer them and any that’s going unanswered. There is much more data; however, for us personally, these three things ensured our customers still received the same high standards. Managers where then able to delegate workloads accordingly, which can sometimes be difficult, if you’re not in the office physically seeing what...