Is it Time to Upgrade Office Phone Systems For Small Businesses?
Office phone systems are invaluable for any business, especially those that are just starting out. A way of communicating with customers and other employees, it’s essential that they are running optimally 24/7. To understand the reasons why office phone systems for small businesses need to be updated regularly, here is a list of a few of the pain points that come with having an outdated system:
Common Reasons Why Office Phone Systems for Small Businesses Need an Upgrade
1. Calls Are Frequently Dropping
When you have an outdated phone system, calls could drop at any time. This is incredibly annoying when you’re on a call to another employee trying to fix an issue or you’re pitching an idea to a client. No matter what the situation, it’s a scenario that you want to avoid at all costs.
If calls are constantly is dropping, you might find that your clients will get frustrated and look for business elsewhere – a move that will prove to be very damaging to your company.
2. You Are Frequently Missing Calls
It’s no secret that missed calls = lost opportunity. On older phone systems, not only can they drop out of the network – resulting in you missing the call, but they might also not offer a customizable voicemail system – making it difficult for clients who are calling during the off hours to know if they have the right number.
Many older phone systems utilize copper lines. Once these become tied up, your clients could potentially be facing endless ringing or a busy signal when they are trying to get through to you. Therefore, it’s a good idea to look into an upgraded system that utilizes modern features and technology.
3. No Call Tracking
Today, call tracking is an essential feature to have in any business phone system – especially if you are a call-centric business that needs to make important calls throughout the day or night.
Without it, not only will your business find that they are receiving low-quality leads, but you’ll miss out on valuable data that you can use to determine the ways in which your customers are converting. Without this conversion information, you’re missing out on valuable data that can be used to improve sales strategies.
4. You Have Limited Phone Lines
Many small businesses have a limited number of phone lines within their phone system. Although this might have been ok when you had smaller operations, as you grow, you’ll need to increase this number to ensure that all of your customers are catered to – as well as being able to communicate with others throughout the company quickly and efficiently.
This is where an upgraded phone system – such as a cloud phone system – can greatly benefit your company. These phone systems are scalable but we will dig deeper into that in a bit.
(Recommended Read: Cloud-Based Phone Services: How Do They Work?)
5. Constant Updates are Required
Do you require your IT department or a telecom professional to regularly update your phone system? Then it might be time to upgrade.
If your productivity and efficiency are being affected because of the outdated technology, it can prove to be very beneficial to discover the features that come with new phone systems. You want your staff to feel motivated at all times and not waste time trying to troubleshoot why their phone isn’t working or call the busy IT people everytime their line goes down.
6. Complex Dialing Processes and Call Flow
If you or your customers have to dial several different digits or extensions in order to reach a particular coworker, it might be time to reassess the situation. Regardless of the size of your business or where you’re located in the world, you want an efficient and streamlined communication process to ensure that you can get in instant contact when you need it – no matter what the time of day.
For small businesses, it is vital that you don’t make customers go through rounds of automated commands before they reach an actual person. Although automation is great for a lot of things, many people still want to hear a real voice as quickly as possible – especially if they have a problem with the product or service.
7. You’re Unable To Go Mobile
In 2019 and the years that follow, you want a phone system that allows your employees to travel or work wherever they want without having to worry about a lack of communication. They shouldn’t feel as though they have to be chained to their desk when it comes to talking to other employees or clients – you and your employees want a system that travels well without losing performance.
With the technology that’s now available, this can become a reality. A system that allows you and your employees to use office numbers to make and receive calls from wherever will enhance the overall experience and make every day a bit better by offering flexibility.
8. Poor Weather Affects Your Phone System
You shouldn’t have to worry about your phone system going down every time there is a drizzle of rain or gust of wind in your area. Unlike traditional powerlines, many networks are now operating in the cloud and have a network of fibers underground that are not affected by bad weather
Utilizing the latest technology available, new phone systems will make sure that your phone lines are very reliable – so this worry can become a thing of the past. If you’re still facing these issues, then it’s time to explore the option of an upgraded office phone system.
9. Your Phone Bills Are Very High
With older phone systems, you’ll find that every additional feature you want to add is an extra cost. Also, with constant maintenance, they might become too expensive to operate. By performing a cost analysis, you’ll be able to tell if it’s time to upgrade these systems.
How an Updated Phone System Can Benefit Your Company
So how can new phone systems for small businesses help resolve these issues? Not only will advancements in technology open up the gateway to new and exciting possibilities, but it will ensure that the system is adapting and growing with your business.
There are a slew of benefits that you can reap from updating your current system. Below, you will find the pros that come with making this change.
1. Better Customer Service
NewVoiceMedia’s 2018 “Serial Switchers” report reveals that poor customer service is costing businesses more than $75 billion a year. You absolutely do not want to be part of that statistic.
In order to have the best possible customer service, you need a phone system that will allow you to stagger unanswered calls, not drop important calls about customer issues or potential sales calls, or make it hard for customers to hear you.
So when you receive phone calls, you want a feature that’s able to reroute calls to various representatives or departments in a way that’s efficient and professional. This automated process will not only reduce the number of missed calls but will help to increase employee productivity whilst the calls are being handled correctly. Your customers will be happy and your customer service and sales team will be happy that those customers are happy!
2. Call Tracking Features
Every company wants higher sales – especially when they are a small business or a startup that needs the right amount of revenue to thrive. This is where a call tracking feature can come into play.
By giving you access to invaluable information, you’ll be able to track your ROI more efficiently. Determining which customers are interested in different services/products that your offering, you can then use the information to establish your next marketing campaign.
But that’s not the only advantage of call tracking – through upgrading your phone system to offer this feature, you can also:
- Produce reports – detailing the number of calls you are receiving, call lengths, etc. This allows you to make quick and important decisions in terms of your advertising spending, you’re able to budget more effectively.
- Determine what the peak call hours are – as you’re able to record when calls are made to your business, you can pinpoint the specific times/days when you receive the most calls. This will help you in the long term as you’re able to adjust employee’s work schedules so that they align with the peak call hours.
- Determine the demographics of your customers – when you’re a small business, you want to know exactly who your customers are so that you can target them accordingly. Through call tracking, you will receive useful information (i.e. where they live and what they are interested in) that you can then use this your marketing and advertising campaigns.
- Call recording – with an upgraded phone system and call tracking, you will be able to record incoming calls. Helping you to discover any issues that your customers are facing or what products/services they are looking for, it will help you to make any necessary changes. It will also help you evaluate why certain members on your team are performing better than others and provide insight on how to adjust your employee training strategy.
3. Dropping Calls Will Become a Thing of The Past
We have talked quite a bit about dropping calls so far because it is probably the most frustrating part of having an outdated phone system.
You want an office phone system that had good quality, reliable lines and a new phone system can help. Enhancing the overall quality and performance, you no longer have to worry about important calls being dropped.
Increasing the number of sales that you are receiving and retaining the relationship that you have with customers, a better connection could be the difference between business success and business failure.
As older systems will require constant updates and maintenance, they can prove to be very expensive in the long term. If you want to save money, a new office phone system is the way forward. Not only do new systems not require constant maintenance, but they also come with all of the features that you require.
Customizable options, you will get all of the features that you need – without you having to worry about the high cost associated with them.
Your employees will also be more productive and able to make and answer more calls, in turn, making your business more revenue.
(Recommended Read: Effective Cost Saving Ideas for Start Ups)
5. Efficient Call Flow
If you’re facing inefficient call flow, then a new system is going to be the best move for you. By making this investment, your customers will benefit from a better experience – no longer will they have to go through several employees before being put in contact with the appropriate member of staff. They can be directed to the right person – making the purchasing or QA process more streamlined.
So, there you go! Those are the key pain points of an outdated phone system and the ways in which a new phone system can negate those issues. If you want your small business to adapt to changes in technology and to have a system that grows with you, then a new office phone system is definitely a worthy investment that you should look into.
Of course, before doing so, it’s important that you compare and contrast different phone systems in order to get the best possible deal. During this stage, you should outline exactly what your budget is, alongside with what features are crucial for your small business.
Learn more about Lingo’s office phone system options and contact us when you are ready for your upgrade.