Applicable plans: Blossom, Garden, Estate
Defining your teams' business hours is basic to making sure that every call that comes into your call center is attended to and is not missed out on as much as possible. Whenever a customer calls your support helpline, it need not be within the business timings of your support team. So then what happens to those calls that come in outside the business hours?
You can customize your team's buisness hours and control what happens to the non-business hour calls at a number level in Freshcaller.
Adding business hours to your phone number
For every team assigned with a phone number, you, as an administrator can define the buisness hours(working hours).
Click on Admin > Business Hours > New Business Hours
Give your business hours a name - especially if your number is used by specific regions or teams
Select a Timezone, based on the region you expect calls from.
Set custom time for every day of the week during which callers can reach your business.
By default, your business hours is set as Mon-Fri, 8:00hrs to 17:00hrs.
You can edit the default business hours by clicking on the Edit icon or add new business hours with the Add Business Hours option.
By adding new business hours, you can set your weekend business hours(Sat and Sun) to be different from the weekdays.
You can also use the Add time slot option to further customize business hours for a single day.
i.e, If your working hours for Monday to Friday is from 9:00 hrs to 19:00 hrs, with a lunch break of an hour and a snack break from 5:30 to 5:45, where your team'll be Away, you can define the business hours for the day as:
Now, the agents won't be wrongly penalised for missing calls that come in during lunch and break. Also, the admin can make the non-business hour routing rules smart enough such that these calls that come in outside these time slots have a fall back option.
In case of calls that fall outside your business hours, you can define the non-business hour routing rules from the Rules tab.
You can also set a separate business hours range for a Saturday or weekend.
You can also select a 24/7 option to have calls coming in at all times.
You can also add all holidays using the Add Holidays option.
Add business hours for every phone number you own. Ensure you are able to route callers to agents during business hours or notify callers if they call outside business hours. You can also route calls to other call queues, voicemail, or other business hour messages with the call routing workflows.