If your organisation operates a helpline, you’re more than aware of the increasing demand for your services around the holiday period, particularly as intermittent social restrictions loom.
Traditional telephone systems come with location, capacity and onboarding limitations, in addition to high costs associated with line-based telephony. This post will explain how cloud phones can help your organisation manage the surge in demand for vital telecare services.
Expand Your Volunteer Reach
As the nights get darker, colder and restrictions remain in place. Getting new volunteers to a central location can be challenging but is also essential with older line-based phones.
Cloud phone systems only need an active internet connection to function so that means no lines and no location restrictions. Transform a regional model to a national model by switching.
That means that a Cork Volunteer can pick up the phone and support someone who is struggling in Donegal. Add new volunteers in an instant – like turning a tap on and off. Additionally, they can be managed remotely using self-service admin software like the Blueface UC Portal.
You can add a range of local numbers to boost client call comfortability. Or choose from a range of Non-Geographic Numbers (1800 / 1890).
Let Volunteers Use Their Own Device
Blueface’s charity customers also faced the remote working challenge of devices. If they were to add new volunteers, would they then have to send out desk phones? Not any more!
All your volunteer needs to do is download the app on their mobile or desktop. Once that’s done, you can assign a number to their Softphone, send credentials to them and monitor call activity as normal. Call Recording can even be activated for Softphones.
Softphone Apps can be added to your call routing so if one volunteer is otherwise engaged or unavailable, phones all ring simultaneously or in sequence. Catch every vital call.
How do you identify the busier times of day to make sure that there are enough volunteers available? Read on to learn about call analytics and real-time insights.
Identify High Volume Call Times
Rostering volunteers is an essential part of the process. However, identifying high volume call times doesn’t have to be a manual process. Cloud phone systems all have up to the second tracking of call activity, billing and even real time call status with the UC Console.
Call Reporting: Gain a clear understanding of volunteering staffing needs based on inbound call volume. You can segment by users, groups and even regions depending on your set up and Blueface can help you organise it.
Console: UC Console allows you to see, in real-time, every phone user’s (and group’s) call activity with animated call status indicators, call durations and click-to-call.
Per Second Billing: Don’t spend more than you need to on your operational costs. Blueface’s easy-to-use UC Portal offers up-to-the-second billing so you can measure and tailor your account to suit.
Remote oversight means that you can add new volunteers with confidence and make sure you have the right amount at the right times. Afraid of missing a call? Missed call and voicemail notifications are sent via email and if you’re left a voicemail.
Finally, let’s discuss call routing and how you can set up call routing and automated time of day rules with simple click and drag tools.
Smart Call Routing to Catch Every Call
Not every organisation has an IT Manager so ease-of-use has always been at the forefront of Blueface’s technology development.
Blueface’s call flow designer allows you to set where and who calls route to. Your team can use call parks, voicemails and much more. You can set your Interactive Virtual Response (Auto-Attendant) using these click & drag tools to make sure your clients reach the right team every time.
Ring strategies are likely the most important piece of the calling puzzle here. Phones can be set to ring all together (single number reach), simultaneously or even set up infinite ringing so a call is never missed.
Remove Volunteering Barriers
Support from your friends, family and local community has never been more important but non-profit organisations and charities further strengthen these supports.
Cloud phone systems from Blueface, A Comcast Business Company help you build a broad network of big hearts who will listen to those who may be unable – for one reason or another – to reach out to those closest to them.