Who's Managing Your Traditional Phone System? Probably Nobody
Things that don't have a system are going to fall through the cracks. For example, if your company doesn't have a clear procedure for escalating customer calls, they're going to linger unsolved in the queue. If there's not a clear SOP sheet for salespeople to negotiate terms and conditions with qualifying customers, the legal back-and-forth will take too long and your company will lose sales. If there's no one keeping the directory in order, new employees and external contacts won't know how to get into contact with anyone.
This is all bad for business, and it all ties into communication. If your company is using a traditional phone system, everything can get lost in the weeds. A call that's dropped or ignored won't show up in a report or be automatically escalated. The directory will still have old contacts and extensions won't be updated. Here's how a VoIP system can help:1. It's managed by IT.
That's the biggest problem with old phones. There's no singular stopping point for responsibility. It can't fall on HR to update the extensions; the incentives aren't there, and that doesn't solve for internal changes. But you can't leave it for the new employees themselves. They don't know how, and that's just one detail in a long list of onboarding requirements.
But VoIP telephony is just as much a database as it is a phone system. Your IT service can update that database with a spreadsheet of new hires and maintain better accuracy. That same database can power the internal directory and have a few lines publicly displayed for external communication.2. The calls become data.
Calls are never just calls, especially if they're coming from customers. They are negotiation points, tickets, renewals, and upsell opportunities. But if the employees answering all the calls have to both answer the customer and create an independent record of the call's high points, either answer quality or note quality is going to get lost.
A VoIP system lets your employees turn the calls into the data they need the most. For example, Legal and Finance can get voicemails as employee attachments. Salespeople can transfer the messages along to the client profile via Slack. Smart voice analytics can also measure the key terms and recurring problems with advanced recognition.
So switch to a VoIP system that can integrate with your CRM and automate the starting point for your employees' next steps.3. Your different departments can make the phone system work for them.
With a traditional phone system, it's hard enough just trying to keep it up to date and not send callers the wrong way. But that doesn't make it a good interface. Traditional systems are tedious, have long wait-times, and they don't reroute calls based on your employees' schedules. They also need an expert to handle all the intricate change features. Whoever ordered the original system might not even be on staff anymore.
But if you switch to a digital system, everyone can update it. Salespeople can add in their personal number for calls they want to take outside of general office hours. Employee transfers and turnover can be handled smoothly as an easy part of the process. Your customer service team can get archived and real-time call data to keep the schedule tight so you don't have to worry about over scheduling or long wait times during seasonal time crunches.
If VoIP systems are on your to-do list, get more information at PHD Communications. We can help you set up your system, maintain it, and build it into your existing workflows. Once you have a programmable system with an online interface, everyone can set their preferences and your old, internal organizational chart won't keep leading callers astray.