One team, not two systems.
Almost every team that starts on one side ends up doing both. The phone rings in the morning and the list gets worked in the afternoon, by the same people, on the same day.
For teams who answer the phone and work a list, often within the same hour.
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.
Two systems that disagree
One thing handles the calls coming in and another handles the ones going out. Neither knows what the other did, so the same customer gets called an hour after they called you, about the same thing.
One pool of people, both directions
The same person is available for the queue and for the list, and the system knows which they are on right now. A call coming in does not land on somebody already talking, because it can see that they are.
See call queuesNobody can see a whole day
You can find out how the queue did and you can find out how the list did. What you cannot find out is what one person's day actually looked like, which is the only number that tells you whether they are busy or drowning.
Lean the floor without stopping it
When the queue builds, more of the floor gets offered the calls coming in and the list eases off. When it goes quiet the other way round. It is a setting you change at 9:30, not a migration.
See ring strategiesThe phone rings while the list is running
Somebody is halfway through an outbound call when the queue starts backing up. There is no way to lean the floor one way for an hour, so either the callers wait or the list stops entirely.
One record of the whole day
Calls in and calls out, per person, on one screen. How long each took, how each ended, and where the hour actually went. You stop reconciling two reports that were never going to agree.
See call analyticsPeople work in two places at once
Two screens, two logins, two sets of shortcuts, and a rule about which one you are supposed to be in. New hires take two weeks to stop getting it wrong.
One screen to work in
The phone is one tab. Take a call, make a call, look at the record: it is the same place with the same shortcuts, so there is nothing to learn twice and nothing to be in the wrong one of.
See extensions & webphoneWhat you would actually use.
6 of the platformPeople who read this usually read one of these.
By how you call
Show us a morning that goes both ways.
A busy queue and a list to get through. We will set both up on your own numbers and you can watch one team do it.
14-day trial · no card · migration included