In New Zealand, it’s not uncommon to find businesses operating with extremely tight cash flows and limited access to capital. This puts increased pressure on containing fixed costs so business owners can manage unpredictable revenue streams. While VoIP-based tech has done a great job of shrinking operating costs for communications, only a flexible mobile VoIP component can generate the kind of revenue that businesses require. Although calling has become something of a lost art, employees around the world – especially millennials – are discovering it again using a virtual PBX phone system deployed across mobile networks.
While the heated debate over whether or not cold calling is dead continues to rage on, the fact is that 92 percent of customer interactions happen on the phone, according to research by Salesforce. Not just any phone, though. A a survey by Natterbox revealed that more than half of employees prefer to make calls using their mobile phones instead of desk phones.
Making a connection
Why has it been so hard to pick up the phone, especially for millennial workers? Here are a few reasons that we've heard directly from business owners:
- They don’t know the number – In a mobile world, there is no more Yellow Pages to look up phone numbers. Even when the company’s CRM profile or employee directory has a contact number listed, the info is often out of date. The benefit of a mobile-based phone system is that when an employee installs or de-installs the enterprise app, their number is automatically updated so everyone in the company can reach them easily. Integration of the mobile phone system with popular CRMs in the back office will put the entire company knowledge database in the hands of mobile employees, without loosening data security.
- They didn't know that somebody called – Customers don’t like to leave messages and they don’t want to be told to call back on another number. Customers want their preferred suppliers to show them respect by handling issues the right way the first time. A phone system should be able to transfer calls easily, but also keep detailed call logs of which customers called when and whether an employee has called them back yet. An ideal mobile phone solution should also convert voicemail into searchable text, categorized by keywords.
- They don’t want to interrupt the prospect – Everyone’s busy so it’s not unusual for the employee to get no answer or voicemail when they make a call. It’s not unusual but it is frustrating. A phone system should be able to tell the caller if the person on the other end is on a call, in a meeting or has turned off their smartphone. Understanding what is happening with the person on the other end is called “contextual empathy” and it’s being built into the best virtual PBX phone systems.
Answering the call
Similarly, workers often don't pick up the phone more often because:
- They don’t know the caller – When professionals use their private mobile phones for business, customer contact numbers and notes about calls are lost to the business. When the customer calls back, team members won’t know who’s calling or what happened on the prior call. A virtual PBX keeps customer and prospect info in-house, protected by the company’s data security layer.
- They don’t know how important the call is – Email, text, and messaging have become so popular because you can choose when you want to respond based on how business critical the message is. The next generation of phone systems combine the problem-solving power of a phone call with the priority-setting feature of text, so you never have to worry about losing productivity to a mis-directed call.
- They hate dealing with desk phones – KPMG Canada represents the new breed of businesses in that they have deactivated and removed desk phones for all 5,000 of their employees – at the request of employees themselves. Two-thirds of Canadian firms have replaced desk phones with mobile solutions. Across the Pacific, Google Australia found that millennials rate smartphones as more critical business tools than desktops or laptops. Business owners agree, because 87 percent of employers expect employees to use their personal smartphones to access business apps for work, in a report by the Information Solutions Group (ISG). Two out of three employers said that their employees use smartphones for work at least four hours per week.
The return of the 2 minute phone call
Your customers want to talk -- and millennial employees already carry almost everything they need to make it happen.
Freedom of movement has driven the unprecedented speed of smartphone adoption by millennials and they also bring new appreciation for simpler communications to the business world. Deloitte’s 2017 global mobile consumer survey reported that phone calls by millennials were up by 9% over 2016, reversing a four-year downward trend. Better voice quality and powerful mobile features are behind this trend, along with the fact that millennials have experienced how a brief phone call can be simply far more effective for some kinds of communications.
Spoke Phone is a 100% mobile business phone solution for the on-demand, on-the-road workforce. They don't want to be tied down to their desks but still need the efficiency of an enterprise-level communications system. Spoke is there for the next generation of business owners and employee, who love the simplicity of voice but want the efficiency of doing everything from their own phones
To learn more about Spoke, including how our AI, machine learning and data analytics are driving a smarter mobile global solution, sign up for an interactive demo and learn how to transform your business phone line into a smart office phone system that everyone will love to use.