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Small Business Corner

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Opportunity calling—answer it with hoanhtao3d.vn Hunt Groups

Pierre RoustanSmall Business Owner and Author, Grand Rapids, MI

80% of callers to businesses hangup when hearing voice mail.

Đang xem: Auto hunt miễn phí

—Fortune Magazine, 2006 study

What is a telephone hunt group?

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A hunt group is a system that distributes phone calls from a single telephone number to a group of phone lines. This permits the setup of group functions such as “sales” or “support” so that callers can be directed to any qualified person or agent who is capable of handling the incoming call. Hunt groups can be set up to search in a sequential or round-robin order.

Sequential hunt

Also known as linear hunting, this algorithm tries members of the group in a fixed order. Calls are always delivered to the first person in the list, down to the end of the list until it is answered.

Xem thêm: đăng nhập mocha

Round-robin hunt

Sometimes referred to as circular hunting, round-robin attempts to distribute calls more evenly by starting the hunt with a new agent for each new call. For example, if there are three agents, A, B, C, the first call will be sent to A→B→C, the next to B→C→A, and the next to C→A→B. This ensures that the work load is more evenly distributed.

Xem thêm: Tải Ica Cho Android, Iphone

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How many customer service reps do I need for my hunt groups?Proper staffing is an important factor in providing good customerservice. Fortunately, the number of reps you’ll need for yourtelephone hunt group can be calculated easily. Nearly a century ago,Danish mathematician Agner Krarup Erlang formalized the science oftraffic engineering and queueing theory to come up with the optimalnumber of representatives needed for any given situation. Factorsthat go into the Erlang traffic model include average length of call,number of calls per hour, desired service level, and average waittime. Example suggested staffing levels based on the “Erlang C”formula follow:Number of calls (hourly) 10 20 60
Avg. length call (mins) 3 3 3
Wrap-up time after each call (mins) 1 1 1
Wait time (secs) 20 20 20
Service level 80% 80% 80%
Agents needed 2 3 4
Learn more about the hoanhtao3d.vn auto attendant and hunt groupsHunt groups are just one of the standard features of the hoanhtao3d.vn auto attendant.To learn more, please watch ourbrief tutorial video.Considering a hosted phone system for the first time? Learn what factors you should consider before choosing a service foryour business. Read our Hosted Telecomm White Paper.

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