One of the most important factors of running a business is choosing the right telephone system. A modern telephone system with features which compliment your business can help provide outstanding customer service and streamline the running of your business, saving you time and money.
BDM Voice Sales Manager, explains some of the mistakes businesses can make when upgrading their telephone systems.
Choosing the right telecommunication provider
There are many great telecoms companies in the market that can give good advice and execute a phone installation very well. I’ve seen some really nice phone installations recently from the team at BDM along with other companies such as Focus and Chalvington Communications.
Unfortunately, like any industry, a phone system can be bought cheap, sold cheaper and the results can be less than promised which leads to a bad customer journey. When choosing your provider, find a direct partner of the brand of phone system you want. Any direct partner will have been awarded their accreditation based on a proven commitment, service and experience with dealing with the brand equipment.
Understanding your business objectives
As your communications are one of the key assets in your business, give some thought about what you want internally as a business but also what your customers expect of your service and brand. This exercise is a great way to engage with your employees as the receptionist will know more about the downfalls of the system than most.
Like any network change, you should allocate the right amount of time to this project. Discuss the project with your allocated team that installs the system for you to see what is expected from your business. It is very evident that many companies ignore this part of the process and this leads to many telecoms platforms being installed where only 10% of the features are being used.
Understand your budget but don’t let that get in the way of the right solution
Having a budget in place can be useful. Most business office phone systems can be put on a lease which allows your business to upgrade on a OPEX basis. I am a strong believer that you should not sacrifice on quality because of price. If an extra day of training would help make your staff more efficient then it may be worth investing in. If call recording or call monitoring software is going to save you a dispute in future then it’s worth getting it installed. You will be glad when you have PCI call recording and can back up your claim in a court of law if required.
Ensure you don’t change the values of your business through technology
The way you engage with your customers is hugely important. Having a phone system answer calls can help in dealing with large call volumes or can get the customer to hold onto the line longer but let’s all remember that people buy from people! I recently dealt with a funeral director who needs the calls answered by a comforting voice straight away. No auto attendant would suit this and would only turn his customers off. Instead, we found other ways to increase his business with sympathy/marketing messages on hold and also diverting site calls to other branches when the sites didn’t answer after 6 rings.
Your business values, brand and image is key and a new phone system should complement your business while giving you more business opportunities moving forward.
BDM are a direct partner with NEC. For more information as to why business continue to use BDM then click here to enquire for your telecoms audit.