Managing frontline communication just got simpler with Microsoft Teams Phone and Shifts integration. These tools help align call routing with employee schedules, ensuring calls reach on-duty staff while avoiding disruptions for off-duty employees. However, a key limitation is that Teams Phone Call Queues currently cannot automatically sync with Shifts schedules, requiring manual updates for precise call routing.
Key Insights:
- Microsoft Teams Phone: A cloud-based phone system for making and receiving calls through Teams, featuring call queues, auto attendants, and voicemail.
- Shifts App: A scheduling tool for frontline teams to manage shifts, track availability, and enable shift-based communication.
- Schedule-Based Call Routing: Automatically signs on-duty employees into call queues based on their schedules, but full automation between Shifts and Teams Phone isn’t available yet.
Workaround:
To implement schedule-based call routing:
- Enable and configure Shifts in the Teams Admin Center.
- Create accurate and up-to-date schedules using shift templates.
- Manually align call queue memberships with shift schedules via the Teams Admin Center or PowerShell.
This setup improves call handling efficiency, reduces call abandonment, and ensures customers connect with the right staff at the right time, boosting team productivity and customer satisfaction. For now, organizations must coordinate manually or use workforce management connectors for advanced optimization.
How to use Shifts in Microsoft Teams for frontline workers
Setting Up Schedule-Based Call Routing
This section outlines the steps to configure schedule-based call routing by integrating Microsoft Teams Phone with Shifts. By aligning team availability with call routing, you can enhance frontline communication. This setup requires thoughtful planning and manual coordination to ensure everything runs smoothly.
Enable Shifts in Microsoft Teams
To enable Shifts across your organization, head to the Teams Admin Center. IT administrators can configure settings here to support all frontline teams. Navigate to Manage Frontline Experiences and click Set Up next to Deploy Shifts to adjust organizational settings.
During this process, you can:
- Define shift request options.
- Set standardized reasons for time-off requests.
- Enable features like a time clock for time tracking.
Create and Manage Worker Schedules
Once Shifts is enabled, managers can start building schedules that accurately reflect work patterns and employee availability. The success of schedule-based communication hinges on having up-to-date and precise schedules.
Here’s how to get started:
- Use Shift Templates: For recurring schedules, such as morning, evening, or weekend shifts, templates simplify the process and ensure consistency.
- Include Key Details: When creating shifts, specify start and end times, breaks, and any notes that clarify availability.
- Encourage Regular Updates: Employees should frequently update their availability in Shifts, especially when requesting time off or making changes. This keeps schedules accurate and helps managers make quick decisions about coverage and call routing.
Connect Shifts with Call Queues
While Microsoft Teams Phone Call Queues don’t directly integrate with Shifts schedules, you can still coordinate the two systems effectively. A practical approach is to align call queue memberships with Shifts schedules as closely as possible. For instance, you can create separate call queues for different shifts or departments – like morning customer service, afternoon technical support, or evening inquiries.
Here’s how to make it work:
- Manually Update Memberships: Use the Teams Admin Center or PowerShell scripts to adjust call queue memberships based on shift schedules. This ensures the right team members are available for incoming calls.
- Leverage Presence Status: Teams’ presence indicators can help target employees who are currently available.
- Document Procedures: Clear documentation and training are essential. Managers should know when and how to update call queues and have backup plans in place for unexpected absences.
Use Cases for Frontline Teams
Schedule-aware call routing ensures calls are directed to staff who are available, streamlining operations in industries like retail, healthcare, manufacturing, and service centers. By integrating scheduling data into call routing, businesses can improve frontline worker efficiency and create smoother workflows. Let’s dive into how this approach delivers better results.
Better Call Routing Efficiency
Routing calls to the right team member at the right time improves response rates and ensures customers get the help they need. Schedule-aware routing eliminates the frustration of calls being sent to off-duty employees or those busy with other tasks.
Take a retail chain with multiple locations as an example. Stores often operate on different schedules, and tasks vary by shift. Morning supervisors may handle inventory questions from 6:00 AM to 2:00 PM, while evening managers focus on closing procedures and security from 2:00 PM to 10:00 PM. Aligning call queues with shift schedules ensures each inquiry reaches the right person.
This approach is equally impactful in healthcare settings. Nursing supervisors on the day shift (7:00 AM to 7:00 PM) can address patient family inquiries, while night shift supervisors (7:00 PM to 7:00 AM) manage urgent care communications. Calls are routed to staff who are informed and ready to assist, ensuring smoother operations.
Another key outcome is a reduction in call abandonment rates. When customers connect with someone who is both available and knowledgeable, their issues are more likely to be resolved on the first attempt, reducing the need for repeated calls.
In short, efficient call routing not only enhances customer satisfaction but also improves overall team productivity.
Increased Team Productivity
Smart call routing helps frontline workers stay focused by minimizing interruptions. Employees can dedicate their attention to their tasks without being distracted by calls meant for someone else.
For instance, in manufacturing environments, first-shift supervisors can concentrate on quality control without being interrupted by calls intended for the second or third shift. Each supervisor handles communications specific to their shift, allowing them to stay on top of their responsibilities.
Similarly, restaurant chains benefit from this system. Day managers can focus on lunch service without fielding calls about evening catering orders or event setups. Evening managers, in turn, address calls related to their shift’s operations, ensuring smoother workflows and fewer disruptions.
This productivity boost extends to team coordination. When everyone knows who is responsible for handling specific calls during certain hours, it’s easier to direct inquiries to the right person. This eliminates the back-and-forth of phone tag or the delays caused by unanswered voicemails, keeping operations running smoothly.
Improved Customer Experience
Customers notice the difference when their needs are addressed quickly and by knowledgeable staff. Faster resolutions lead to higher satisfaction scores and a more professional impression.
Service centers see some of the greatest improvements. During business hours, technical support calls are routed to specialists who can resolve issues on the spot. After-hours, emergency calls are directed to on-call technicians prepared to handle urgent situations.
In retail pharmacy operations, daytime calls are answered by pharmacists ready to help with prescription and insurance questions. Meanwhile, evening calls about urgent medication needs are routed to the overnight pharmacist, who can provide immediate assistance or coordinate with emergency services if necessary.
One of the most noticeable benefits is the reduction in call transfers. When the first person who answers can actually assist, customers don’t have to be passed around or told to call back later. This creates a smoother, more professional experience and builds trust in the organization’s ability to meet customer needs.
For multi-location businesses, general inquiries are automatically routed to open and staffed locations. This is especially useful for companies operating across different time zones or with varying hours, ensuring customers always reach someone who can help.
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Advanced Setup and Optimization
Using Shifts Connectors for Workforce Management
Integrate your current workforce management system with Teams Shifts by using Shifts connectors. This setup ensures automated call routing that aligns seamlessly with your staffing schedules. By doing so, you create a solid framework for monitoring performance and making governance tweaks to improve call routing efficiency.
Key Takeaways
Integrating Microsoft Teams Phone with Shifts streamlines frontline customer communication by ensuring calls are directed only to team members who are on duty. This setup avoids the annoyance of calls going to off-duty employees and ensures customers are immediately connected to someone available to assist.
To make the most of this integration, follow these three steps: enable Shifts in Teams, create precise worker schedules, and align call queues. This automated process reduces the need for manual updates and helps improve response times.
By connecting existing scheduling tools with Teams Shifts using workforce management connectors, you can eliminate duplicate data entry and maintain consistency across multiple locations. This feature is especially useful for organizations with complex shift patterns or operations spread across various sites, ensuring smooth communication across the board.
Once the integration is fully optimized, it naturally improves overall efficiency. Teams experience fewer disruptions, and customers benefit from quicker resolutions on the first contact. This combination boosts both employee satisfaction and the quality of customer service.
To keep things running smoothly, monitor performance data to refine call routing. Analyzing call patterns can help you spot peak demand times, staffing shortages, and areas for improvement. This data-driven approach ensures the system continues to deliver value as your organization grows.
Start with a pilot program to test the routing logic before rolling it out to all teams. This phased approach helps identify potential issues, provides an opportunity to train staff, and demonstrates the system’s value to stakeholders before full implementation.
FAQs
How does integrating Microsoft Teams Phone with Shifts improve communication for frontline workers?
The combination of Microsoft Teams Phone and the Shifts app takes communication for frontline workers to the next level with schedule-aware call routing. What does that mean? Calls are automatically directed to the team members who are currently on duty, based on their schedules in the Shifts app.
This setup cuts down on delays, speeds up response times, and reduces the chances of missed calls or long customer wait times. By syncing call routing with team schedules, it keeps communication smooth and operations running efficiently for frontline teams.
What are the limitations of schedule-aware call routing in Microsoft Teams Phone for frontline workers?
Currently, there isn’t much detailed information available about the limitations of schedule-aware call routing in Microsoft Teams Phone. This feature is built to route calls based on Shifts schedules, making sure calls are directed to the right team members who are actively on duty. For the latest updates or specific details about potential limitations, it’s best to check Microsoft’s official documentation or reach out to their support team directly.
How can organizations ensure call routing matches employee schedules effectively?
To keep call routing in sync with employee schedules, organizations can use schedule-aware call routing by connecting tools like Microsoft Teams Phone with the Shifts app. This setup ensures calls are automatically routed to team members who are on duty based on their scheduled shifts.
By accounting for things like lunch breaks, training sessions, or other activities tied to schedules, this method helps cut down on delays, reduces missed calls, and boosts customer satisfaction. It ensures that calls are answered by team members who are available, improving both efficiency and communication for frontline teams.