how to handle phone calls being unanswered by employees ?

[boston09]

not that they are bad employees, but sometimes its just busy or they try to close "on the dot" and wont get a call 15 minutes before we close ... in any case - those are sales and customer lost... how to address this issue? (starting to give out notices and to fire ppl probably not an option... i d probably prefer the way maybe to change phones to ip technology and if phone doesnt get picked up after so many rings maybe have customers be offered a discount code to place order online... but thats also kinda too much lol

 

[durbancic]

Clearly stating your policy. Write ups if phone calls are not answered / orders not taken the last 15 minutes. Personally I review my call log report every morning, and review any last calls to see if they placed an order. Our online ordering shuts off 5 minutes before close due to 1-2 min lag for receiving orders. Who creates the policies - you, or them?