We're struggling to maintain and update our directory (telephone, cell phones, and email). What can we do to streamline this process and maintain accuracy?
Most large organizations face the daunting challenge of keeping a corporate-wide directory up-to-date. Employees come and go. Locations change. Departments are rearranged. This not only includes the direct telephone number or extension, but also fax numbers, cell phone numbers, pager numbers and e-mail addresses.DIgby 4's Corporate Directory Support provides its clients consultations to support the preparation and maintenance of corporate directories by....
- Looking at current databases and how they are kept current and synchronized
- Assess consistency of formats and updating methods
- Determine how the directory information is used and delivered.
DIgby 4 can also help with the legwork of actually preparing the directory, whether paper, on-line or both.
95% of our staff does not know how to set up a conference call. How can we get some training?
Most organizations fall short when it comes to using the capabilities of the telephone system to their maximum effectiveness. Very often, you're not using the services in which you invested when you selected a particular system!Typically, organizations conduct training on "how to use the telephones" just once -- when the system is first installed. Persons conducting the training often have not had the time to get familiar with your organization or how it operates and so even the initial staff training is sorely lacking. As time passes and employees turn over, problems develop. System functions designed to improved productivity such as speed dialing and setting up a conference call fall short because staff members don't know how to use them. While telephone systems are typically not intuitive, neither are they so complicated that the average staff member should not be able to operate the system functions on their telephone.
DIgby 4's Training Staff on the Use of the Telecommunications System offers group training that is focused on the specific manner in which your telecommunications system is set up. We also provide quick reference guides to remind staff of what they have learned, as well as making recommendations that will render your system easier to use.
We've been getting complaints that callers aren't getting through or can't get to the right department. What can we do to solve this problem?
Who of us has not experienced the frustration of trying to reach an organization either connecting to a fax machine or Directory Assistance has not current listing. Who of us has not called an organization only to be totally turned-off by the manner in which our call is handled. Whether navigating through a maze of a confusing automated answering system or just being transferred around the organization by well-intended staff members, who are often frustrated themselves, the Call Coverage in most organizations leaves much to be desired.
In order to determine your organizations specific issues in call coverage, DIgby 4 performs a Directory Listing Assessment, Incoming Call Coverage Assessment and a Switchboard Operations Assessment.
Directory Listing Assessment:
Many of your callers still look in the Telephone Directory or call Directory Assistance to request your telephone number. There are also now many different directories and directory assistance companies. How can you be sure that your customers will find you there under the current correct name and are given the correct number?
DIgby 4's assessment checks all major directory assistance databases reach by regular telephones, cellular phones, and on the Worldwide Web to see whether you are listed and whether the listing is correct (both in terms of your current company name and telephone number). A Directory Listing Assessment report documents our findings and offers recommendations for resolving any problems.
Incoming Call Coverage Assessment:
DIgby 4 looks at how your organization is handling its callers. We focus on the fundamental design and programming of your telephone system and automated answering systems enabling you to answer and direct callers to their intended destination.
We conduct over 20 separate tests of your Automated Answering Systems and 20 tests of your "live answering."
Our Incoming Call Coverage Assessment report gives the results of our evaluation, recommendations for improvement and the steps needed to make the recommended improvements.
Switchboard Operations Assessment:
Sooner or later, most of your callers speak to your switchboard operator. Problems typically result from a combination of people, equipment and how the switchboard consoles are set up to handle calls and provide information about the calls.
DIgby 4's Switchboard Operations Assessment puts your switchboard area under the microscope, identifying opportunities for improvement in procedures and in the programming of the switchboard consoles for handling incoming calls.
We identify over 25 separate issues that can make or break the success of your switchboard operations. Our Switchboard Operations Assessment report describes what can be improved upon and what is needed to realize the improvements.
