The Benefits of a Good Phone System

In most modern business markets, supply exceeds demand, and customer service and retention are paramount. Modern telephone systems can help measure, manage and deliver high customer service levels.

Advanced Call Routing and Management Information
Makes a Difference...

We all want happy customers but do we really know if they are satisfied with the service they receive? A large proportion of customer contact is by telephone and it is difficult to manage service standards if these cannot be objectively measured.

A recent Avaya survey showed:

How many calls/opportunities do you miss?

Of course you cannot predict when a customer is going to call, but technology does exist to help you manage such problems:

Problem Reason Solution…
Callers hang up or complain that 'the phone rings for ever'. Insufficient staff to answer, insufficient lines to cope. Understand the problem with good management reports from the system.

Install queue position and comfort announcers with your sales messages.

Auto attendants can also help during busy periods, or outside of business hours.

A missed call register, similar to those provided on mobile phones, is also useful.
Staff unable to help, necessitating call backs at your cost. Staff are not at their desks or engaged on non-urgent calls. Phone the person not the desk, allocate digital cordless telephones to key staff or divert phones to mobiles.

Urgent message waiting lamps are also a simple solution.
Customers not feeling valued. Requirements misunderstood, information not readily to hand or staff not communicating with them. Call recording can help gauge responsiveness and reduce mistakes.

Computer Telephony Integration can make customer computer data available automatically from the callers telephone number.