29 May 2024

Optimising Your Telephony System: Making Your Phone System Work Harder So You Don’t Have To

Guides & explainers
Learn how to transform every call into a seamless, branded interaction that boosts customer satisfaction and uncovers new business opportunities.

Optimising your phone system can be a game-changer – for you and your callers. It’s the difference between someone hanging on to place an order, or hanging up to do something better; between a customer reaching you in a good mood, or wishing they’d called someone else. In this article we’ll uncover what a well-organised and high-performing phone system looks like, and how it can lead to –

  1. Better interactions
  2. Better branding
  3. More opportunities
  4. Fewer complaints

Let’s start at the beginning.

Clear Call Mapping
Understanding the journey of your callers, from the moment they dial in, will help you spot any roadblocks and streamline the path they take through your system. It’s a process that not only speeds up call handling, but also makes sure you never miss the chance to support your customers or generate fresh revenue due to inefficient routing.

Ask yourself: Who do I want to direct where? And are they getting there in the easiest way possible?

Cost-Effective Communications
An optimised phone system reduces the time your callers spend in queues and directs them to the right department or team member without delay. You’ve lowered your operational costs because you’re using your resources better, and there’s less chance of your callers getting frustrated or even left behind entirely.

Ask yourself: How much am I losing by callers hanging up? How much could I gain if they didn’t?

A Well-Crafted Caller Experience
The first impression a caller gets can set the tone for their entire customer experience. High-quality audio branding, consistent and clear messaging, and quick response times make up the pillars of a positive encounter – helping you promote a professional image and retain customers.

Ask yourself: What does my current messaging (or lack of) say about my business? What kind of impression do I want to set?

Long-term Partnerships for Continuous Improvement
Regular consultations with telephony experts provide insights into how best to align your phone system with your business’s evolving needs. For example, at PHMG, you get annual meetups with our expert architects to discuss any changes to your business, and the best ways for your system to adapt. Change your phone provider, get more handsets in, create an entirely new department – you call the shots, we’ll dial in the details.

Ask yourself: If my business grows, how will my phone system grow with it? Do I have the telephony support I need going forward?

Next Steps for Optimising Your Phone System

All of this adds up to what we call a Complete Caller Experience. And it’s where we handle every aspect of your business as it exists on the phones – to benefit your callers in the four key ways we outlined at the start. With Complete Caller Experience, your customers enjoy –

  1. A better interaction over the phone
  2. A clearer picture of your brand
  3. A streamlined way to connect with your business
  4. A reason to call you back again

Interested in upgrading to a Complete Caller Experience?

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