My company has a dispersed workforce. Some work from home in other cities, some are in the field, and our clients are frustrated with calling a bunch of numbers to get the right people. We have good networking on the IT side, but communications wise, we take a lot of messages for each other. How do we fix this?

Fr_Chuck

Well first there should a a directory so they know who to call.

But why not a general computer net work.

Linda Griffin

A centralized help desk/receptionist would be the ideal answer. I'm assuming that each person has voicemail. Here's an alternative to try:

- Have each person (office, at home, or field) update their voice message daily and indicate if they are in the office for the day or not and when they will be returning calls. Ex:" This is Jill. On Friday May 9, I'll be visiting customers most of the day. Please leave a short message. I'll be returning calls within 8 hours." or

"Hi this is Jill, I'll be out of the office from Monday May 5 - Friday May 9. I'll be returning calls on Monday May 12. If you need to speak to someone immediately, please contact Joe at 555-1212." ( Joe should know in advance that he is Jill's alternate)

I've used this successfully in the past. When customers know that someone will return their calls, the frustration is relieved. Of course, your staff must follow up on whatever they put in the voice message.

lgaraby

I would build on what Linda said, but you can do it without a receptionist by getting a virtual phone system. This is where a company like Gotvmail hosts your local or 800 number, and everyone's phone becomes an extension within that hosted number. All you customers have to do is call the one number and get directed to the right person.