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5 Reasons to Upgrade Your Old-School Phone System

Thinking about upgrading your phone system? It’s a significant expense, and obviously a critical part of your business, so you’re right to take it seriously and do your due diligence. You want to make the right decision.

And the first decision is whether to make a change at all. After all, change is risky, things are going well overall, and this is not your area of expertise. Is it worth it??

Glad you asked!

The question to ask yourself is, “Does my current phone system give me what I need for where I want to go, to where the business needs to go, moving forward?”

If you’re not clear about that right off the bat, here are a few things to consider, based on our experience advising, serving and supporting clients over the last 23 years:

  1. Monthly Recurring Costs – Are you spending too much on your phone bill?  What about the cost of maintenance? Performing a phone system audit will help determine if there is an opportunity for savings while upgrading to the latest technology with a return on investment (ROI).
  2. Outdated Technology – Yes, it works or maybe you’re putting up with how it’s not working.   You can answer a call, put it on hold, but what happens when you’re out of the office and you’re expecting an important phone call?  What do you customers experience when they call in (music on hold or lack thereof)?
  3. Valuable New Features – How can an updated communications platform help you with accomplishing your business goals?  What features will improve overall efficiency with connecting your customers to your team? Mobile Twinning and Mobile Apps, Voicemail to Email, Advanced Call Routing, Video conferencing, VOIP and Unified Communications are some of the features that improve the overall customer experience while having your team connected with freedom and ease.
  4. Reliability and Flexibility – What will customers experience during a power or service provider outage (internet, phone, etc.) and how easy is it to re-route calls or have your team work off-site?  Having a reliable and flexible communications platform and a backup plan in the event of unforeseen issues are important factors to providing a robust communications solution.
  5. Capacity – From moving or adding another office to adding employees, having a phone system that easily grows with you is important to achieving your business goals and connecting your team together, wherever they physically are located.

We know change is risky, but you deserve to have what you need to be successful in your business–and that includes your phone system! So take a good look at our list, and your real situation, and make whatever decision is best for you.

And of course, if you have any other questions, let us know.

From Good to Great: 3 Ways to Improve Your Call Center

Your call center is working pretty well, right? Sure you’ve got some employee turnover, and–like any business unit–your fair share of fires to put out, “people problems”, and some strategic missteps while adapting to a dynamic market and service environment… but even with all that, you’re successful. It’s working. Which is awesome.

But, of course, you want it to be better. You want a better a better customer experience. You want a better employee experience. A better management experience. And yes, better results on the bottom line.

So, without messing up anything that’s currently working, how can you level up? Well, there is any number of gaps/opportunities in your system, and we’d love to show you precisely what those are, but without being able to take a closer look at your specific situation, here are a few immediately actionable ideas to consider:

(1) Reduce Hold Time & Call Abandonment with Queued Call Backs  

Making it convenient for customers to receive a call back instead of waiting on hold boosts the customer experience, demonstrating that you value their time.  In a world where people have grown accustomed to spending hours on hold while listening to repeated recordings about how “important” they are, having your system actually demonstrate that thoughtfulness and ease of use creates a marked experience of service and  care. Also, given that experience, they are more likely to be in a better mood when speaking to your employees, yielding better experiences on both sides and more productive conversations. 

(2) Keep Your Customers Engaged and Informed with Music on Hold and Queued Called Messages

Changing up the music on hold regularly and recording custom greetings specific to your business allows customers to learn about products, services and promotions, while breaking up the monotony in the waiting.  Communicating the approximate hold time and letting customers know where they are in line (2nd call in queue, etc.) reduces the stress of not knowing when they’ll speak to someone and shows that you value their time waiting. And of course, that’s only if they haven’t opted for a convenient Call Back!

(2) Manage What Matters & Engage The Team with Real Time Statistics

Agent Dashboards and Wallboards allow everyone on your team to have a pulse on the status and productivity of the calls.  How many calls are holding and for how long? How many calls are each employee taking per day? Measurable results show just how effective your business is at achieving its goals and you’ll also be able to easily monitor your employees at any given time.  It also gives your managers and employees real-time insight into team and individual performance, identifying peak times and staffing appropriately, increasing employee morale and improving customer experience.

So while this list is obviously not even close to comprehensive, and perhaps you’re already using some of these tools, it’s a good place to start if you’re looking to up your game overall. And if your current system doesn’t allow you to start doing any of these things, or do them in a way that’s easy to manage, then yes you want to start looking at some new options. Until then, try these out and let us know how it goes and how we can help–that’s what we’re here for.

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