Could you walk me through the process of how your Box Office Staff handles both in person, internet and phone sales in peak times with a Skelton staff? We are having a hard time keeping up with phone sales during peak times.
Hi Misti,We have two solutions for this. 1) Our phone system has a Queue Callback feature that customers can opt into. It auto delivers the call to the representative when our queue has cleared. This will mean the customers aren't waiting on the line, and when we have more staff coming in for another shift the calls typically get moved through. There are some thresholds in place so it doesn't get too out of hand, but it's a great asset on days where a morning shift is lighter than an evening shift. 2) If we do identify a pattern, we do have a pre-programmed voice prompt that we can place before our main menu options. It's a simple message that states "We're currently experiencing a higher call volume. If your inquiry is regarding performances outside of the next three days we encourage you to email us at XXXX and a representative will connect with you as soon as possible." We do see the volume shift once we put that message up and then we can assess emails in a more organized fashion then just the order of calls.
Hope that helps.
Jennifer, can you share what your phone system is called? Thank you!
Absolutely. We're using Five9.
Thank you!
Ours is a similar setup (callbacks and such), using RingCentral.
No idea how it compares, and it's certainly not flawless. We also utilize the chat features heavily--internally, for getting quick answers to questions or sharing updates, etc.