Phone operators can’t avoid it: callers in a hurry. Whether these callers are about to board a plane or are naturally impatient, they demand a streamlined service number.

Impatient callers typically want three things:

  • To get someone on the line as quickly as possible
  • To get a solution to their problem or an answer to their question as quickly as possible
  • To leave a message and receive confirmation if staff are unavailable

Perhaps you can relate to these points. In fact, every caller deserves quick assistance. But how can you prepare your organization for this? Fortunately, Belfabriek makes this possible with a state-of-the-art Interactive Voice Response (IVR) system. This IVR offers number holders handy extra features that are particularly suitable for satisfying impatient callers. Let’s take a look at which features you can activate.

How to Assist Callers Faster

As mentioned above, impatient callers want to speak to one of your staff as quickly as possible. With a Welcome Message, you confirm that people have called the correct number. By keeping this message short, you prevent callers from becoming frustrated. The same applies to the Menu Options that allow callers to connect themselves to the right staff member: ensure a limited number of options divided into a maximum of two levels. This way, callers can reach a staff member in no time.

Lines Busy? Activate These Features

Despite these precautions, it’s possible that your staff are all busy at the same time, preventing them from immediately assisting new callers. How can you prepare for this? Belfabriek’s IVR offers two simple features that you can activate right away.

The Call Queue

When all your staff are busy, new callers are placed in a queue. We provide pleasant music and inform the caller every 45 seconds about how many people are ahead of them. It’s up to you to set a maximum wait time. A best practice is a wait time of five to eight minutes. If this is exceeded, the caller is given the option to leave a voicemail. Show that you’re service- oriented by calling this person back as soon as possible.

The Overflow

With this feature, you redirect the so-called overflow to a second number. Callers who would otherwise end up in the Call Queue can immediately be assisted by a backup number. This could be the number of another staff member who helps during busy times or a call center that only handles extra calls during peak hours. This option is the most customer-friendly because it doesn’t test your callers’ patience but connects them immediately.

Advanced Solutions

The above options already take you a long way. However, you can go a step further by including advanced options in your accessibility plan. For more information, contact us. You’ll find our phone number at the bottom of this article.

Queue Callback

With this smart option, callers are automatically called back when a staff member becomes available.

How does it work? The caller waits in the queue until the maximum time is reached. Then, the caller is asked to record their name. If the IVR doesn’t recognize the caller’s number, it will also ask for their phone number.

When a staff member becomes available, they receive a notification that the number is being called. At the same time, the platform plays the recorded audio, so your staff member is fully prepared for the upcoming conversation. Despite the long wait time, your prospect will be impressed by your professionalism.

Activate These Features Now

Of course, you want to provide your customers with the best service. Since time is money, good service includes quickly assisting your callers. The Call Queue and Overflow features mentioned earlier in this article can be activated by you. The same applies to the Welcome Message and Menu Options. To do this, go to the Number Settings page in Mijn Belfabriek.

Want to learn more about the advanced features or activate them immediately? Contact us via our customer service. Our welcome message is short, so we can assist you right away. You’ll find our phone number below.

We’re Happy to Help

As we mentioned in a previous article, missed calls are synonymous with lost revenue. Make sure your accessibility plan accounts for impatient callers. Want to learn more about the above features or need help activating them? We’re ready to assist you, even if you’re in a hurry. You can reach us at 0800–BELFABRIEK (0800–235 3227).