As a company that’s been in the telecommunications industry for 25 years, we’ve seen our fair share of new technologies come and go, but VoIP is one that’s going to be around for many years. It’s the foundation on which our future telephone networks are being built and if you haven’t already switched over to a VoIP system, you will be sometime in the future.
If you Google “optimizing Voip phone system” you'll get bombarded with articles about configuring routers and switches and how to avoid traffic overload and lost data packets. That’s not the optimization we’re talking about. Our emphasis is on the customer experience and making the system efficient and productive for you and your customers. No doubt your VoIP system has more capabilities than you're used to and possibly more than you'll know what to do with, but take the time, and learn how to take advantage of its features.
8 phone features to make your business more efficient:
- Let’s start with the number to call – If your marketing and sales model can be enhanced by potential customers remembering your number, consider a vanity phone number. Having an easy to remember number will help make sure you get the call.
- Take the call – Having the resources to answer all phone calls live is a luxury these days. If you can afford it, we recommend it, but if you’re structured around an auto attendant, take some time to make sure it provides the best possible customer experience. Much has been said and written regarding best practices, In brief, we recommend to keep voice prompts clear and to the point, offering the frequently requested extension first, with an option to reach a live person if necessary.
- Get them to the right person – Your VoIP phone system features a robust IVR that’s much more than an answering machine. Use this technology to segment your callers and get them to the right person the first time.
- Don’t make them wait – Budget plays into this one as well and we recommend having enough staff to handle the volume so your callers don’t have to wait on hold or in queue. However, with caller spikes from unplanned events (service outages, product recall, or weather events) have a message on hold program which communicates information that will keep callers on the line, or drive them to self-service options, or other resources to help reduce anxiety.
- Get mobile – Since your VoIP system is so flexible you can break the chains from your desk. Program your extensions to ring at the desk and on mobile phone. This way, you can work from home or while you’re traveling, and never miss a call... unless you want to.
- Download the app – Many VoIP systems offer an app for your smartphone or tablet that allows you to make and return calls from your device and the company name and caller id will show your company details. Save time and maintain your privacy.
- Voicemail you can read – If your VoIP system allows for voicemail transcription, you can now easily preview voicemail messages in your inbox and forward them to the appropriate employee to handle while you’re in a meeting or at a conference.
- Quality control – your VoIP system is chock full of helpful reports to keep tabs on your staff and see who’s the most productive. Take advantage of call recording and help coach your new reps into high performing members on your team.
These are our favorite phone features. As you can see, upgrading to a VoIP solution will offer you convenience and efficiency. The more features you use, the more efficient you can make your organization. Use that new found time to get closer to your customers and learn more about how you can help them solve their problems.
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