Do You Think Wireless Phone Systems Are Good?

How good it would feel to have wireless phone systems installed all over, without messy wires and tubes hanging all over the place. Communicating with people around you, who are in your line of vision is certainly not a difficult thing to do; think of a situation where you need to talk to someone who is miles away. How would you do this without a proper channel of communication? This would be all the more of an attractive proposition, if this could be done without the presence of wires or tubes or any such paraphernalia. The point is to check out the various kinds of phone systems that are wireless, which can fulfill your needs and requirements.

To know how good the wireless phone systems are today, it would help if you could take your mind back to the days in which your granddad held on for dear life to a telephone all the time trying to ensure that the wire does not strangulate him. If you have heard him sound more like a frog than like the grandpa you love, it was most probably due to the fact that he had suddenly got his feet or his hands entangled in the mess of wires that were hanging near the phone system. Today, this has changed; the age of wireless communication has arrived.

The wireless phone systems have a lot of additional faciloities that make them all the more attractive. For instance, the call wait facility is available on most phone systems today. With the wireless system, you find that there is an LCD screen that lights up as soon as there is a call that is coming through. You might find that just as this call comes through, there is another one that is on its way as well. There is an indication on the same screen that the second call is in queue and is waiting to be picked up. The wireless system also provides indication that there is a second call waiting to be attended to.

The wireless phone systems come with speaker phones and clear display screens that help make communication quite easy and simple. You do not have to go through any complicated procedure to answer calls and more so, to find out who has called you. The latter is something that comes in quite handy when you are answering a call. Very often you might be in a position where you do not want to talk to a person for some particular reason. When you see their number flashing on the screen, you could put them on hold when you attend to a more important call.

When you buy your wireless phone systems, make sure you check out the various manufacturers who are in the business; there are always deals and discounts for you to choose from, any time of the year.

Phone Systems and Business Profits, How to Make It Work for You – Call Logging Software – Incoming

How do you get your phone system to make profit for you and/or improve your callers experience?

Whether your callers are customers, suppliers, other or a mixture of caller types they have certain expectations about their call. When you call someone you have expectations don’t you?

Here’s some common caller expectations:

  • The call will be answered within a suitable time period
  • The person answering the call will be nice to me during the call
  • The person answering the call will be knowledgeable about my enquiry
  • The person answering the call will be able to completely deal with my enquiry
  • I don’t want to be put on hold, but if required it won’t be for long
  • I don’t want to be transferred, but if required they will meet the above criteria

So how do we make sure that the caller’s expectations are met?

Well trained and knowledgeable staff are a must, that bit is obvious, but how do we make sure that the calls are being handled in the way that we want them to be?

We need facts and if those facts were shared with the people answering the phones then you have a continuous improvement cycle that self polices.

Leaderboards have been around for years, in the old days it was a whiteboard with numbers on it, but telephony performance reporting has moved on a lot in recent years and it’s now possible to get a real-time Leaderboard connected to your phone system and configure it to display call stats for your various call handling team(s), and some systems have custom columns as well which can be configured to display individual KPIs, sales targets, actual sales, %age versus target, quantity of sales or leads or indeed anything you like as well as the core telephony figures.

So for incoming call handling you could show for each of the agents:

  • number of calls answered
  • number of calls not answered
  • number of calls transferred (certain phone systems only)
  • average call duration (incoming)
  • longest call duration (incoming)
  • average ring time
  • longest ring time
  • total call duration (incoming)

You can order the columns (if required) so the “winner” appears at the top of the board, or order it by alphabetical name.

You could set the custom fields to be the actual KPI targets, i.e. average ring time should be less than 5 seconds, number of unanswered calls should be less than 2, you would set these in line with your business/departmental KPIs.

If you place a big monitor on the wall in your office and put a phone system Leaderboard on it clearly showing all the stats and who is on the top of the board, who is at the bottom and the KPI target figures you wouldn’t need a boss walking round with a big stick, everybody can see the Leaderboard and how they are performing against the KPIs and the other staff, all the boss has to do now is stand in front of the board for a few minutes each day to show he is looking at it, the staff will drive their own performance.

In my next article I will discuss incoming calls and call recording to improve your customer’s experience.

VoIP Phone Systems: Are They Interesting For Small Businesses?

Until recently, VoIP PBX systems were prohibitively expensive for small businesses. Today, this technology is also available for small businesses at a fraction of the cost. Let’s have a look at the benefits of installing a VoIP system in your small business.

1. Many of today’s VoIP PBX phone systems run on traditional computer hardware. This means you do not longer have to invest in a black box about which you know nothing, but instead use a, much cheaper, ordinary computer. This also has the advantage of being easier and cheaper to replace if something breaks down.

2. Voice over IP telephony, uses your existing computer network. You can use the same cable that connects your computer, to connect your telephone. This allows for additional flexibility and dramatically reduces cost if you still have to invest in cabling.

3. Because of the underlying technology (the SIP protocol), you can easily switch vendors. Vendors charge hefty fees for additional phone sets, especially once the phone models get older. With VoIP, if you’re not happy with one vendor, just switch to another and never be locked in anymore.

4. Because IP telephony uses your existing computer network, it’s also very easy to integrate with your software applications. You will be able to contact your customers from your existing software program at the click of a button. And when a customer calls you, you’ll have all the information about him right at your screen before you even pick up the phone. This is all realized using a so-called API or Application Programming Interface.

5. This also means your voicemails and incoming faxes can be easily delivered to you via e-mail. This makes your e-mail program your single point of contact for all incoming communications. This feature is often called ‘unified messaging’ and will make your small business communications a lot easier.

6. Last but not least, VoIP systems offer one additional advantage: they are easy to manage. This is another result of the IP PBX sitting on the same network as your computer. Whereas in the past, your phone system could only be configured by your vendor, you will now be able to do it yourself by simply using your web browser on your computer.

To round it up, let’s have a look at the things you should look for when choosing a VoIP PBX system for your company:

1) Does the system run on standard computer hardware?

2) Does it support the SIP protocol, which allows you to easily switch vendors?

3) Is an API available to interface with your existing software?

4) Is Unified Messaging supported for faxes and voicemails?

5) Can the system be easily managed using a web interface?

You can add additional requirements you may have to this list, but don’t forget to check these questions. If a vendor cannot answer positively to these questions, pick another one or you may be locked in again for another decade.