The company has been receiving multiple complaints from customers about not answering their calls. You are asked by the manager to investigate the customers' complaints. You decide to contact randomly some customers who registered their complaints and discover that the customers have been calling after 6:00pm when the company offices are closed. Based on your knowledge of e-communication, what would you recommend the company to do in order to address this issue?

What are the specific guidelines you will follow to ensure your proposed solution works effectively? answer me briefly.