Although technology has come a long way, most of your direct interaction with customers is still done over the phone. And when this interaction goes bad, customers are not shy about making their voices heard. That's why it's essential that you do everything you can to give your customers a good phone experience.
For many businesses, the first step towards doing this will be upgrading their outdated business phone system. Here are a few ways that a new business phone system can help you satisfy your customers.
Customers Want Human Interaction
There's nothing a customer wants to do less than spend 30 minutes on hold. A good business phone system will allow you to get calls through to a real person faster. It's also important that calls go through to the right person. Phone systems with advanced auto-attendant features allow customers to quickly and easily navigate where they need to go. Many older solutions still use cumbersome menu trees that inhibit the customer more than they help.
Call Quality Still Matters
You may think that poor call quality is a thing of the past, but the reality is that many consumers still report experiencing bad call quality when speaking with businesses. This leads to unnecessary frustration and anger on the customers' side and difficulty resolving issues on the employee side. Upgrading to a more modern business phone solution — especially if you're currently using a dated VoIP system — could drastically improve the quality of your calls.
Employees Need Training
Talking on the phone is an acquired skill for most of us. Even well intentioned employees who are great at their jobs can come off as stilted or rude over the phone. That's not even taking into account the difficult customers that an employee is almost certain to encounter. Special skills are required to handle situations such as these with tact and they don't come without proper training.
While you do need to provide guidance, most employees don't appreciate someone standing over their shoulder while they're working. A good business phone system will give you the tools you need to monitor and train your employees. Features like call monitoring allow you to listen in as employees do their job without being intrusive or altering their behavior. These calls can then be automatically backed up to the cloud for further analysis or to use as training material for new employees.
Analytics Help You Improve Performance
You can't solve a problem until you know what's causing it. A modern business phone system can give you access to information about hold times, abandoned calls, and average time spent per call and more depending on your needs. You can get as granular as you want with this data, looking at stats for individual employees or your company wide performance. With this data you can pinpoint weaknesses in your process and start making improvements.
A new phone system can greatly improve your ability to interact with customers and help set you apart from the competition. If it's been a while since your last upgrade, you owe it to yourself to look into it. Atlantic Communications Team can help you choose the perfect phone for your business. Please, contact us today for more information.