Mobile and IP Centrex Service Strategies: Templates for Success Part 2 – Optimising the Moment of Truth.

For any company, the main telephone number should be regarded as a key asset. Not in terms of the format, although there can be good reasons why that might be the case, but rather in view of the way in which it is a window into the company.

If you don’t know the extension or personal number of the person to whom you want to speak, the main number is the only way you have of actually speaking to someone. If you are potential customer, what happens when your call gets answered can make all the difference to your buying behaviour or perception of the company in question.

And, what happens if your call doesn’t get answered may also be highly influential. As has often been remarked, first impressions count. That’s why the switchboard attendant has a significant but often under-valued role in any organisation. The attendant is, generally, the first person people come into contact with when they contact an organisation – the first of many “moments of truth” to follow no doubt – but significant none-the-less.

Of course, a Mobile PBX or IP Centrex solution can’t direct the behaviour of the attendant, but it can help companies secure an advantage by ensuring that calls to company main numbers are handled and managed in the most effective manner.

In a previous article, we discussed the concept of service strategy templates. With every Virtual PaBX deployment, Gintel supplies a range of pre-defined templates. Of course, users with the Easy Designer can create unique templates themselves, but for convenience, the pre-defined strategies are arranged in three key functional groups.

•    Main number
•    Individual employee inbound
•    Individual employee outbound

Possibly the most important of these are the “Main Number” templates. These define what happens when an incoming call to the corporate or enterprise main number is received by the Easy VPaBX server. The service logic is triggered by checking the calling and called party numbers. Once matched, the relevant call-handling scheme is activated.

Gintel’s expertise and intimate customer knowledge has ensured that the pre-built templates are optimised to meet the needs of different target organisations in the enterprise. This means that service providers can deploy one or more such templates, which can be particularly important if they are offering services that are segmented for enterprises of different sizes and function.

Each template has been tried and tested to meet the needs of different kinds of enterprises, reducing the risk that moments of truth will be compromised. In tough conditions, enterprises need absolute faith in the services they purchase.

Easy Virtual PaBX goes just that little bit further to ensure that risk is minimised. Next time, we’ll go into more detail on main number functionality and show how the right strategy can be optimised for business performance.

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