13 - Voice to email -Improved Call Handling and Customer Service

Calls throughout the day were an unwelcome intrusion and very distracting to the staff of the Account Department for a large organisation, particularly when working to tight deadlines. The staff often diverted all calls to a central voicemail box during busy periods. Accessing these calls, transcribing the messages and passing them to the appropriate person was very time consuming and inefficient. Also, as the mailbox was only cleared once per day, urgent calls were sometimes missed.

Call handling was dramatically improved by using the network based Voice to Email facility on their non geographic number. This function records all messages and automatically emails them to a group email address. This means that, at suitable times during the day, messages can be reviewed and emailed to the appropriate person for action as necessary.

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