Dial By Name Directories Increase Call Efficiency

July 10, 2008

It is not uncommon to hear people make jokes or show irritation about having to be placed on hold for extended periods of time when calling a large corporation. Customer service can often suffer in quality because of such long wait times. With the technology of the Virtual PBX phone system, callers are able to reach their intended contacted with ease and speed due to the Dial-by-Name directory feature.

The Dial-by-Name directory allows each extension holder’s name to be linked to individual extensions. Callers who already know the extension number of their party can bypass all of the information as directed by the automated attendant and reach their party immediately, without the hassle or long wait time. Callers who do not know the name of their intended party have the option of accessing a complete staff directory by simply pressing a single button or using a simple voice command. Departments and individual staff members can be listed by extension on the dial-by-name directory. If a caller knows with whom they want to speak but does not have the direct extension number, the caller can retrieve the specific extension number by entering the first few letters of the staff’s name in order to be directly connected to their extension. 

All of the call prompts on the Virtual PBX phone system are handled by the automated attendant and directed automatically, without additional intervention from staff members. Any call prompts left unanswered will be picked up by the auto attendant until the proper extension can be determined. On a busy day in a call center or at the office in general, the call traffic, even when heavy, never interrupts the work time and productivity of staff but will always handle all calls with professionalism and speed.

Posted in Business Communications, CAll Handling, Time Savers, Virtual PBX, dial by name directory