In today’s world of smartphones, texting, social media, and even email, it may seem odd to think about your phone system being a source of business revenue. However, the modern-day phone system can be a powerful tool to increase sales as well as productivity when it’s used at its full potential. The more advanced features also allow your sales, marketing and customer service teams work together more effectively.
Some of the features and functionality that can help you accomplish business growth through your phone system are:
A Customer Relationship Management (CRM) system that partners with your phone system can save you time as well as prevent careless mistakes that can impact the relationships you have with your customers. For example, if you have a Salesforce phone integration in place, an existing customer will call in and all call identification details then show up on the employee’s screen, along with any details regarding their recent orders or calls. The person answering can then greet the caller by name, and can instantly see all customer history.
Improve Hold Times
Ring grouping and automated call routing minimizes the amount of time your customers are spending on hold. The systems can be organized so the new calls are routed to specific call center phone lines that have been idling for the longest amount of time. Additionally, ring groups can be programmed to ring through to multiple extensions simultaneously or in a sequence so a qualified employee can pick up easily.
Hold audio also helps to make a hold time pleasant and effective. Music provides the caller with assurance the call is still connected. Recorded information provides helpful information like hours of operation, address and website information with instructions on how they can also address their concerns online.
Call Monitoring and Recording
Phone systems that come with call recording help you to train employees quickly and teach seasoned employees how to improve their skills. Recorded calls can serve as a very important tool in teaching employees how you want them interacting with your customers over the phone. Some systems like ShoreTel Sky allow administrators to listen to live phone calls for in-call coaching opportunities. These monitoring and recording features allow managers to minimize training time, improve on bad practices and encourage the good practices taking place.
Improve Marketing Efforts
Modern phone systems today provide the ability to enter numbers quickly as well as tie specific numbers to advertising and marketing campaigns. Doing so provides specific information as to which numbers are producing the most positive results as well as make changes and improvements to the numbers with lower activity.
Enhance Mobile Functionality
While we love the conveniences that come unique to certain devices, no one wants to add the complexity of managing multiple phone numbers. The goal of a new phone system should be making it as easy as possible to connect with clients, not more challenging.
Features like ShoreTel FindMe provide the means for a call to go with an employee from their desk phone to a mobile device. Callers won’t need to keep multiple numbers and the employee is also more accessible.
ShoreTel Sky phone systems provide the ease and functionality businesses need to enhance operations and improve communication processes. This provides employees’ with the ability to easily connect with their opportunities and meet revenue goals. The ShoreTel Sky line of phone system products partnered with the support from Millennia Technologies is a solution that’s sure to provide all the convenience you need to grow your business.