The Problem: There are times when no one is available to answer calls from customers.

My small business had a limited number of employees due to budget constraints. I also could not afford to hire a receptionist, so each of us in the team attended to every call. However, there are times when all of us are consumed by our individual tasks. Sometimes, very few people remain in the office because most are in business appointments. This was another hindrance to good customer service, and I needed a solution which will let my whole team attend to customer concerns without compromising other important tasks.

The RingCentral Office Solution: Organized call management

RingCentral Office comes with tools for call management. First, each extension owner can manage their calls through Call Controller, a desktop application that allows all calls to be controlled straight from the PC. Settings for call answering rules, routing, forwarding and auto-attendant can be modified through the Call Controller. This has provided me and my whole team ease in taking and making calls. Also, every incoming call is answered by the auto-attendant, so calls are always answered even when there is no person in the office. If an extension owner is too busy, calls are sent to voicemail. This provides a good way for the whole team to work efficiently without getting bothered by calls. Aside from that, customer service has greatly improved because we can make sure that no calls are missed and that we are able to provide the right information at the right time.

Related Features :

Real Time Call Control:

"Whenever there is an incoming call, the caller ID is displayed in the Call Controller. This lets you decide on whether to take, reject or send the call to voicemail..."

Call Controller:

"Every extension of my RingCentral number has its own Call Controller account. Through this, my employees can easily manage the calls, faxes and voicemails they receive..."