I am having a problem with a client that gets multiple incoming calls to schedule appointments. What is happening way to often is that if an incoming caller gets put on hold, hits a call queue or get a VM, they simply hang up and immediately redial. One guy did this 14 times this morning causing the phone to ring repeatedly (call queue). The repeated calls are a serious distraction for staff as they try and handle whatever is currently in front of them.
I have tried various strategies with call queues, announcements, etc but nothing is really solving the problem. I am wondering if anyone has any strategies to handle this sort of problem?
Ideally I would love to grab repeat callers and simply funnel them straight to voicemail. Alternatively, it would be nice if the office phone did not physically ring (only a visual cue) if someone was already using the phone to help another customer. At least then they wouldn’t have the distraction of a ringing phone