Transfer to a person

heydiga passes the call on when the customer asks, without insisting, and when the enquiry goes beyond what it has been told. The business also decides which cases are always transferred, such as complaints, emergencies or sensitive matters. They are usually few: 2 out of 10 calls need someone on the team, and the rest resolve themselves.

Yes, heydiga routes each call by reason: each type can go to a person, a department or a location, with its own number or extension. It takes everyone's hours into account so it does not pass a call to someone who is not there, and anything not covered goes to the default destination the business sets. The organisation chart only has to be written down once.

heydiga checks that someone is there before passing the call on, so it never leaves it ringing at an empty desk. If nobody answers, it applies the plan B the business has set: taking a message with the reason and the contact, trying a second destination or arranging a call back. The message gets through straight away, instead of dying in a voicemail nobody listens to.

No, heydiga works with the switchboard the business already has and with its extensions exactly as they are: it sits in front of it, with no change of number. The only new thing is writing down once who is who and which type of call goes where, which is what it uses to route calls.

Yes, heydiga transfers the call to a person when needed, along with what has been said so far, so the customer does not have to repeat it. The business decides which number or extension it goes to and in which cases: when the customer asks, complaints, sensitive matters or any other case it defines.

heydiga transfers the call as soon as the customer asks. If they ask once or twice, it passes the call to the person or extension the business has defined, without insisting. The aim is not to keep the customer stuck with a machine, but to get their question resolved.