Preparing Your Company For A New Office Phone System

The right office phone system can make your business much more efficient. In addition to better call quality and uptime, a superior office phone system offers a wide range of productivity features. It’ll be easier to get the data you need from each call and for your team members to stay connected.

That said, office phone systems are becoming more diverse every year. If you go into the process without clarifying expectations, you could end up with a system that doesn’t meet your needs.

Just as seriously, you could end up paying for a complex, counterintuitive system.

To get ready for a new office phone system, take these steps:

1. Figure Out Where Your Current System Is Falling Short
The hunt for a new office phone system usually commences when the existing one is no longer doing the job. There are several different situations where this can become obvious:

• Calls are getting dropped or misdirected, leading to problems for your customers.
• Your system has experienced major downtime or congestion due to overloading.
• Lack of phone integration with productivity systems is affecting team members.
• You’re encountering issues with call quality, security, or other core requirements.
• You need a new phone system as the result of the company’s growth or expansion.

Whatever the case, the circumstances dictate where you should start.

Define the core problem you want to address and then move to step two.

2. Talk To Major Phone System Users And Stakeholders
Management can have a completely different view of a system compared to people who use it daily. In the early stages of planning, define the user groups of your system and collect feedback.

For example, if you operate a call center, you know you should be speaking to team leaders – but also select less senior employees. The insights you get from someone with just six weeks of experience could help you pinpoint how your system contributes to turnover.

If you support a sales force that relies on mobile access to the phone system, talk to them as well. If possible, also solicit feedback from customers who’ve recently called you for phone support.

No matter who you recruit into the process, be sure everyone knows that they will not face any backlash from giving their honest feedback. Nobody is “at fault” if technology no longer matches evolving needs.

3. Come Up With A Short List Of Required Features
While there are a million and one different features any phone system could offer, it’s vital to define what really matters most.

Dive into your feedback and come up with anywhere from ten to twenty features stakeholders have mentioned. Then, try to spotlight a final selection of 5-7 “must haves” based on business priorities.

Not only is this a great way to narrow down your system specifications, it can also have a positive effect on morale. You can reach out to teams and individuals who provided feedback to let them know that their voice had a real impact on the process.

4. Talk To A Phone Vendor You Can Trust
At this point, you’re ready to compare phone systems.

The best way to get situated in an unfamiliar technology landscape? Get an expert to demystify your options. Any reputable vendor should be willing to provide customized advice – even if you are not yet ready to buy.

To speak to an expert, contact ACT today.