Define your business hours and decide when you are available for receiving calls. Outside of these hours, you can choose a special personalized absence message, redirect calls to a different phone number or answering machine or even use various combinations.
Set up your operating hours in just a few minutes and modify them anytime to decide when your PBX is available to receive calls. You can also easily combine this feature with call redirecting based on your business needs.
CloudTalk interface allows you to set business hours for each of your phone numbers individually or to use the same timeframe for the whole team. You can also set different times for different days or apply an exception if necessary (e.g. when an agent attends a training, you can mark that day as an exception and apply Closed for the day).
This valuable feature creates the flexibility to customize your team’s working hours as you need and allows your center to handle more customer calls.
This feature includes several possibilities to create maximum added value for your callers.
Holiday hours
You can configure your call center’s operating days and times during holidays. Holiday hours allow you to adjust your business hours without having to alter your normal operation times each time.
CloudTalk enables you to configure special holiday greetings for the days when your PBX business hours are modified.
Call routing reliant on business hours
Use CloudTalk to route any calls coming to your PBX outside of your business hours. For example, you can add an automated customized greeting (e.g. We are closed today, we will get back to you tomorrow) or decide that calls will be redirected to another phone number, go into voicemail or use various combinations.
This feature will help you make sure that all callers receive the assistance they need.
Customized greetings
Record and modify customized greetings (not only during the holiday season) for customers outside of your business hours. Enhance customer experience and make sure your callers know when to expect your callback.
By combining business hours and call routing features, your clients will always know when you are available to serve them.
These features might be interesting for you:
- Interactive Voice Response (IVR) – This useful feature gives you the ability to create multi-level IVR menu to guide the caller through different options and make sure they are always directed to the right department, agent or agent group.
- Call flow designer – If you need to create more complex calling scenarios based on your business needs, use for this easy-to-use feature call flow designer.
- Call Recording – When using CloudTalk, you are able to record your calls. Once the call ends, you can listen to it directly from your internet browser anywhere and anytime.
- SMS/Text Messages – This feature allows you to send personal messages or general notifications to your customers and make your contact center work much more effective.
