Everyone should pitch in to answer the phone. Also look to see if you have too much activity crowded into one job or location. Unscramble what you can. Have extra people to cover for the surges in activity. And, you can handle the phone and customers in front of you with ease with a few techniques.
People dump callers.
Transfer smoothly and completely. This is just for starters. There's poor grammar, badly designed phone zones, not having paper ready, lack of helpfulness, making upset callers more upset and on and one.