Share
Ask the main assigned person (receptionist) who answers your telephone every day to monitor and observe what happens once she answers and forwards these calls. Assuming they come back to her unanswered, have her detail where these calls were going and what happened to a disappointed customer or vendor.
Problems when customers/vendors call in and cannot talk to anyone:
- Is it hard to get sales personnel to answer? Any specific person in sales is worse than others? Is there a backup person assigned in sales to take calls when their representatives are busy?
- Do sales calls go into voicemail? If the receptionist can see no sales representative is answering, she should be able to retrieve the call from voicemail and redirect it to a ‘live’ person.
- Are there problems with specific insales personnel or outside sales personnel who do not answer the telephone?
- Are customer complaints handled quickly by sales personnel or do they just go into lunch?
- Is it hard for vendors calling for Purchasing to get someone to answer? By refusing to pick up the telephone, does purchasing dissuade new vendors from turning any other competitive bids. Is there a reason they do not want to speak to other vendors?
- Are customers calling trying to contact drivers of shipped truckloads?
- Are shipping companies trying to call to speak with the freight department and no one returns their voicemails or emails.
Log In to continue reading our in-depth analysis of this idea GPI 213 - Ask the receptionist...
