The front desk picks up when it can. When it can’t, the Agent answers, takes the booking or the message and passes it to the shop. Evenings and weekends go straight to the Agent.
The shop
Carmech’s Auto is a busy garage in Ottawa. The front desk answers the phone when it can.
The problem
On busy days, the phone kept ringing and calls went to voicemail. The owner wanted the team to keep answering its own phone.
What we set up
- The shop line rings the team first.
- If nobody answers in 10 seconds, the Agent picks up.
- It takes the booking or the message and sends it to the shop.
- Evenings and weekends go to the Agent.
- Callers get a text back instead of a voicemail box.
What changed
- The team takes the calls it wants.
- The Agent answers the ones the team can’t take.
- The shop answers its phone the same way as before.
