The Interactive Voice Response (IVR) system that powers your Belfabriek phone number can handle an unlimited number of callers. This means you can grow infinitely with Belfabriek. 

The number of employees answering your calls, however, is finite. That’s why it’s a good idea to activate the Queue feature. This places callers in a queue in the order they arrive and forwards them as soon as employees become available. 

When your callers are in the queue, this feature plays soothing music, interspersed with a message that all employees are currently busy.

Wait Time: Maximum 2 Minutes 

To avoid testing callers’ patience too much, we have set the default maximum wait time to 2 minutes. Experience shows that longer wait times harm callers’ moods (and thus your reputation). 

If the caller doesn’t get to speak to someone within that time, the call is disconnected. Since most callers find this unfriendly, we recommend activating the Digital Voicemail. 

Instead of ending the call without knowing who called, this allows callers to leave a message, for example, with their question and phone number. You will receive the audio recording at the email address of your choice.

You can activate this feature via your online My Belfabriek dashboard or with our mobile app.

Reducing Wait Time

A logical way to reduce wait time is to hire additional employees. This doesn’t necessarily have to be on-site, as external call centers can also assist. With the Overflow feature, you can forward callers from the queue to an external phone number.

Remember that in My Belfabriek, you’ll find detailed statistics about your phone number. This allows you to see the busiest days and times over a longer period. This helps you plan your days and schedule (extra) employees so that as few callers as possible have to wait.

Important Features

Queue

Digital Voicemail

Statistics

Overflow

Also Read

How to Keep Rushed Callers Satisfied

How Do I Activate My Digital Voicemail?

Activate a Queue

If I’m on a Call, Callers Get a Busy Tone. Can There Be a Queue Instead?