1. For Call Quality Your Network Connection Is Key

To ensure that you always have high quality calls, your digital phone system relies heavily on a strong and stable network connection. To achieve this, your business should dedicate specific internet bandwidth for Voice Over Internet Protocol (VoIP) calls.  This can be accomplished by setting up your broadband or Leased Line internet connection to prioritise calls, over other less time sensitive internet traffic, such as browsing and email.  And, wherever possible, when connecting VoIP phones to your network, use a wired ethernet connection, rather than connecting via Wi-Fi, or Bluetooth.

2. For Best Performance Ensure That You Use Advanced Call Features

Your digital phone systems should have a range of features that will help the operational running of your business and optimise those important customer calls. Some of these features are basic (such as call answer and call transfer) and others more advance.  To get the best return on your digital phone system investment, you should be using the more advanced features, such as:

• Call Forwarding – To avoid missing important calls, these can be routed automatically to other numbers, or mobile devices.

• Automated Attendant – To greet customers automatically and professionally with your chosen announcement, use the Automated Attendant feature.

• Automated Call Routing – To automatically send incoming phone calls to the right person or team, Automated Call Routing should be enabled.

• Voicemail To Email – To help access voicemails on any device, many systems allow voicemail messages to be automatically sent to email.

• Call Recording – To help improve customer service, train and coach your team, Call Recording is a brilliant advanced feature.

 Please note: Depending on your chosen digital phone system and supplier, these Advance Features may not come as standard and could therefore be subject to additional charges.

3. Compatible Phones

The latest digital phone systems require the very latest handsets, to ensure that they work smoothly.  Investing in VoIP compatible desk phones, headsets, or softphones will enhance call quality and the ease of access to key system features, aiding operational performance. A facility that is rarely used is a mobile app version of your phone system.  The app will allow staff to stay connected by accessing key system features, when away from the office.

4. Utilise The Call Data Analytics And Reporting

Modern digital phone systems come equipped with a host of call reporting analytics and dashboard options, which are invaluable to operational managers.   To help understand the call handling within the organisation and how these impacts on the operational performance of your business, time should be spent on implementing the analytics, dashboards and reporting features of your system.   Once implemented call reports can be shared with managers and key stakeholders within the business and with the best systems, reporting can be automated.  

5. Integrate Your Phone System With Other Business Tools

And finally, modern digital telephone systems are not standalone, they can integrate with a wide range of other digital systems, from Customer Relationship Management (CRM), to helpdesk software and websites. The more you can integrate your phone system with these, the more efficient and effective your business will be.   Integration can help improve customer service experience, through better engagement with your team.  Although, integration takes time to set up, it will help you get better value for money from your digital phone system investment.   Overall, better adoption and integration will assist the operational performance of your business performance, helping to achieve competitive advantage.

This article was written by one of our telecoms specialists here at Connecting 4 Business. We support a wide range of business sectors with our outstanding range of Digital Voice solutions. To discuss your unique business requirements and explore the best options available, please Connect with one of our team via our Contact Us page.