Happy Calls, Happy Customers

Changing voice over IP (VoIP) phone service providers or transitioning your old analog PBX system to internet-based phones doesn’t have to be a daunting task. It’s an opportunity to evaluate how you can use your phone system to increase office efficiencies and sales. 

Go With The Flow

Start by considering what happens when a call comes in – your caller’s experience. This is known as call flow and consists of elements such as auto-attendants, time conditions, queues for different departments, hold music, and system greetings.  

With expert-level call flow, you can

• Route callers to the right person as quickly as possible
• Inform callers about pertinent information
• Market products and services
• Minimize employee disruptions
• Save employee time

Improving Caller Experience and Business Efficiency

Callers want to get to the right person as quickly as possible. Spending hours listening to hold music isn’t their idea of a good time. One way to increase call-routing speed is by using an auto-attendant system that allows callers to self-select based on their needs. For example, if a caller is looking for your business hours, they don’t need to speak to an employee. That information can be a selection option with a pre-recorded message.

Maybe an auto-attendant feels impersonal, and you want a human to answer the phone. With a hosted VoIP system, you have the flexibility to make one, multiple, or every phone ring on incoming calls. Consider what’s the most ideal for your business. While having every phone in the building ring appears the most logical, it may not be the most efficient. You can minimize employee disruptions and increase transfer speed by dedicating one person to the task and equipping them with a phone that has quick-dial keys for the most common transfer destinations.

Deliver Marketing Messages 

Aside from your website or Facebook page, your business phone system offers a first impression to customers and prospects. You can use it as a marketing tool. You have the person’s undivided attention. Whether it’s an auto-attendant that educates callers or hold music that promotes products and services, you can get creative with delivering targeted messages via your call flow.

If It Ain’t Broke…

Discuss your existing call flow with your new phone service provider. Ask them for improvement suggestions. If your current programming is already effective, the new phone vendor can reverse engineer it on their platform. (WARNING: Some phone companies require you to manage call flow from a user portal. Be sure you know what you’re getting into.)

You will likely want to make changes because hosted VoIP phone systems are more flexible and offer more robust features than analog PBX systems. 

Your Full-Service Business Phone System Provider – Lafayette, Indiana

You’ll have access to experts who know call-flow best practices when working with UpLync Communications, a VoIP phone service provider in Lafayette, IN. UpLync makes connecting with your callers simple and effective by managing your business phone system so you can focus on what matters most – growing your company. Contact UpLync to learn more about their free business phone system management.