Same rules in every office, one screen to watch.
Once there is more than one floor, the difficulty stops being the phones and starts being consistency. Everybody is doing roughly the right thing in slightly different ways, and nobody can see all of it at once.
For organisations running more than one team, in more than one place.
Four things that cost you, and what happens instead.
Every answer has a page of its own with the thing running on it. Follow any of them if you would rather see it than read about it.
Each site does it differently
Two offices doing the same job with different opening times, different menus and different ideas about how a call ought to be handled. Nobody set that up on purpose. It accumulated, and now moving a person between sites means training them again.
Set up once, pointed at from everywhere
The way a call is handled, the hours a site keeps, the days it closes and the endings a rep can pick are built in one place and pointed at from wherever they are needed. A site that genuinely differs gets one more of the same thing rather than a system of its own, so moving somebody between offices does not mean teaching them a new job.
See business hours & holidaysYou cannot see it all at once
Every site has its own view of its own floor and nobody has a view of all of them. The office that is drowning at eleven o'clock is invisible until the weekly figures land, by which point it is somebody's fault rather than somebody's problem.
One board, every office on it
Every conversation happening anywhere in the organisation is on a single screen, not one site's slice of it. The office drowning at eleven is visible at eleven, from wherever you are sitting, and so is the one that has gone oddly quiet.
See live call monitoringOne team's mistake is everybody's
It takes one team ringing outside the hours they were allowed to, or ringing somebody who asked never to be rung again. It does not matter which office did it. The consequence arrives at the top, and the evidence is spread across four systems and two spreadsheets.
The same rule in every office
The checks on whether somebody may be rung run before the number is dialled, the same way on every list and in every location, and nobody local can decide to work around them. Where the hours you may ring a person depend on where that person lives, that is what gets used. Every attempt that was stopped is kept, with the check that stopped it.
See compliance screeningEveryone can see everyone's customers
A large business has real reasons to keep one region's accounts away from another's, and usually no way to do it. So either everybody sees everything, or you buy separate systems and lose any ability to compare them.
People see their own part of it
Draw the organisation as it actually is, and what somebody can open follows from where they sit: their own records, their team's, their region's, or everything. You can hand one branch's records to another on purpose, and it goes no further than you said.
See roles & permissionsWhat you would actually use.
6 of the platformPeople who read this usually read one of these.
By how big you are
Put two of your sites on one screen.
Give us two locations, their opening times and the rules each one is held to, and we will set both up side by side. The part worth staying for is the single screen at the end showing both floors at the same time.
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