Your business telecom systems are imperative to your business, therefore it is critical to pick suitable features to add to your phone lines, not only for today but also for the future. It can get confusing though, filtering through the various options available to find what is the most beneficial for your business.
Common Business Phone Line Features
- Automated Attendant
Auto Attendant (AA) is one of the most common business features that anyone who has rung a business will recognise. It is basically a Virtual Receptionist that provides several options to select from as it guides you to where you need to be. An Auto Attendant can also provide important information, such as opening hours or updates on applications and have different time profiles set to offer different options to the caller during the day or at night.
- Hunt Groups
Hunt Groups are perfect for sales and customer service departments, where inbound calls are important. Hunt groups are configured groups of local extensions within the phone system that ring in unison, or when a call comes through it is routed through each extension within the group until answered.
- Hold Music or Message
Telemarketing Magazine conducted a survey on the effect of hold music and found out that of 80% of business callers put on hold 60% of them will hang up if left to hold in silence, with a staggering 30% not calling back. Think of the business a little bit of music could save! Music tempts callers to hold on for a further 30 seconds longer than if there is silence, while around 85 – 88% will stay on hold if a message informs them of relevant wait time or other information. You can have bespoke messages professionally recorded giving specific information about your business or any special offers you have even further drawing in your customers on hold. So, if your business needs to keep callers on hold this feature is a good investment.
- Caller ID
A customer is more likely to become a loyal one if they feel respected by the business. What better way to do so than by automatically knowing who is ringing your line and making them feel valued from the moment you answer? Caller ID requires a handset with the feature enabled and the customer’s phone number programmed in to your phone system.
- Calling Line Presentation
You may want to change the number you send when you call customers. For example, your Sales Department may want to present one number while Accounts use a different number. This can be achieved with Calling Line Presentation and depending on your phone system you may be able to choose which number you present before you make each call.
- CTI Computer Telephony Integration
Computer Telephony Integration or integrating your phone system with your inhouse CRM package can provide fantastic benefits both for sales teams making outbound calls and support desks receiving inbound calls. Calls can be made direct from your CRM software by clicking on phone numbers on your PC and inbound calls can automatically bring up a customer’s records.
- Call Recording
This does what is says, records all your calls with customers and is great for training, audit purposes and dispute resolution. However, there are a number of different ways to record calls and you need to make sure you are PCI Compliant, especially if you take any payment details over the phone.
Individual and hunt group voicemails are perfect for holiday periods when your office is closed, or during extremely busy business times. The voicemail message can provide callers with opening hours and call return times before callers leave a message.
A different message can be set for different times of the day and for different departments. Messages can be accessed remotely, for instance when the office is unexpectedly closed, or staff are working from home, reducing the amount of business lost. Messages can also be emailed as WAV files to staff so they can pick them up on smart phones when out of the office and easily forwarded on to other staff where appropriate.
Some features depend on the system you currently have in place, whilst others rely on the hardware currently in use. The above are just a few of the available features, and the most commonly used, but there are many others available that can improve your telecom system further.
Call our team today for a telecom system audit to see what your system can handle, and if you are using it efficiently.