Just one moment I’ll try to connect you……

Just one moment I’ll try to connect you……

Feb 03

‘Call Forwarding ‘ or ‘Patching’ is something we at ‘Answer-it’ get asked about….

This is something that we sometimes get asked about.

Yes we can do this for our clients.  However following the old adage ‘Just because you can doesn’t mean you should.’  The following is why.

If you are using a service such as ours and your calls have been diverted to come through for us to answer on your behalf, it usually for a good reason.  Most of the time it means that you are too busy to take  calls. 

Imagine this

So just for a moment – Imagine this

You make a call to be it to a customer or a client

The person that takes your call says they will ‘put you through’

 You dutifully hold on the line

The ‘operator’ is trying to connect (you are still on hold) but they are unable to.  This could be because the person you are trying to reach is out of area on a mobile phone, in a meeting, or for any other reason, too numerous to mention.  (Voicemail can take some time to connect.)

The ‘operator’ comes back to you to say that the person you were trying to reach isn’t available.  Politely asking if you would like to leave a message so that they can return your call.

Perhaps it would have been better for the operator to simply take a message in the first instance, saving the caller the indeterminable ‘on hold’ time.

Reality

However it is fair to say that call forwarding works for some clients, those who are larger organisations or those that do keep us informed up to the minute of their whereabouts.  Reality is that a lot of our clients are simply too busy to keep us this informed.  If they get a last minute call to attend an important client meeting they are safe in the knowledge their calls are handled professionally.  Safe in the knowledge that even though they aren’t answering the call their competitors certainly aren’t either!