Although there are a variety of digital communication options available today, a business telephone system is an important tool that can help set you apart from the competition. After all, voice tone accounts for about 38 percent of effective communication, which is missed out on in email and text correspondence. Luckily, there are lots of great features you can count on to make your office’s phone communication effective and convenient. Here are a few features to look for when shopping for a new system:
An IVR (interactive voice response) system automatically handles your incoming calls so you don’t have to rely on someone manning your phone system all the time. You can personalize a customized answering message that brands your business using your own voice or an automated one. IVR systems can collect information from callers, such as account numbers and names, which can be used to provide effective customer service.
Making sure that your business phone isn’t abused by office employees is easy to do with authorization coding. You can set up different codes to be used when calling out of the country so employees are only able to make costly calls only when they have the corresponding codes to do so.
Multiple Hold Settings
With multiple hold settings in place, it’s possible to provide different messages to callers as they wait to talk to a live person depending on the reason for their call or the type of customer they are. For example, someone calling about billing can hear how to set up a virtual account on your website, and a potential customer can hear about the benefits of doing business with you as they wait for their call to be answered.
If your business phone system needs to be managed differently depending on the time of day it is, you can take advantage of call management scheduling that answers the your office phone calls with unique messages depending on the situation. It’s possible to schedule separate answering messages during business hours, at lunch time, and when your office is closed.
Personalized Call Routing
It can be tough to make sure that customers feel they’re getting personalized service when calling into a busy office, especially when they have to talk to someone different each time they call or play phone tag in order to get their questions and concerns addressed. Personalized call routing allows you to assign customers to specific representatives within your office and have calls routed depending on assignments. This feature can also ring a desk phone, cell phone, and even a pager when an employee needs to be reached.
Advanced Messaging Options
Advanced messaging options allow your employees to have their messages documented, retained, and passed along as necessary. If an employee is on vacation, their messages can be transcribed and emailed to them while also being sent to another employee in the office who can follow up on the messages. Messages can also be held until a specific time of day or day of the week to enable optimal schedule management for your employees.
Flexible Interaction Capabilities
It’s important to be able to interact with office employees as much as with customers, especially when time is of the essence. Flexible interaction capabilities also offer employees the opportunity to use your business phone system to leave email and cell phone messages for those who aren’t in the office at the time of contact. These capabilities should also allow employees to set up their own messaging rules for incoming calls based on the importance and nature of each call.
With these features in place for your business telephone systems, you’ll find that not only is communication more effective, but profits and office performance is optimized too.