On-call time and deductible

On-call and containment

On 17 March 2020, a lockdown is decided and many businesses, except for essential supplies, are forced to close as a matter of urgency.

In a very short time, a telephone hotline had to be set up for information and order taking.

What may seem easier for an independent shop, is a complex organisation for a brand with several dozen sales sites.

Indeed, most of the professionals working in the outlets had no other option than to go on short-time working.
But what about the customers who were used to buying the brand's products locally?

On-call and teleworking

It was necessary to centralise as quickly as possible the taking of orders by Internet (often already proposed) but above all by telephone, often with a freephone number.

This also required an organisation consisting of several teleworking professionals such as shop managers to receive a large number of calls from the single on-call number.

The planitel offer made it possible to respond effectively to this urgent demand by offering a toll-free number or any other national number with immediate activation and, above all, a telephone schedule.

Network toll-free number

Apart from the communication about the single number, no installation was necessary.

Once theteleworkers on call were identified, they were simply dragged into the telephone schedule and calls were automatically distributed to the different people with a transfer to their mobile or home number.

Planitel offers a number of call distribution modes to teleworkers.
The distribution mode most often chosen was the cascade call mode with a call balancing function.

In order to minimise the waiting time, Planitel has several parameters to avoid transmitting theon-call call to a person already on the line, such as the maximum number of simultaneous calls allowed to a service or person.

Call planning

Everything is managed automatically and the automatic forwarding of all calls allows for the scheduling of telephone services months in advance.

The ease of use and the different ways of securing calls, including all the possible actions in case of no answer, attracted many customers who decided to keep the freephone number, even after the containment period.