Market musings

7 Reasons to Pick Up the Phone in the New Year

by Sasha Viasasha
January 4, 2018

Should you or shouldn’t you?

Is it more productive to answer phone calls as they come in or let them go to voicemail and sort through who deserves a call back? It’s not an easy call, so to speak. There’s a complex calculus to the formulation of the optimal phone call answering methodology. Fortunately, you don't have to calculate it yourself. AI plus a collection of best practices will streamline the process for you. Answer the following questions to know when to answer the call and maximize the value of your business phone system.

1 Does your business line have an AI auto-attendant?

Customers and prospects will form a lasting impression of your company in the first 7 seconds of the phone call. An unprofessional answer or no answer at all is enough to shake their confidence in you and drive them to the competition.

2 Can your employees pick up the call on their own mobile phones?

BYOD isn’t just popular, it’s inevitable,” announced an article in Entrepreneur. They found that businesses with active BYOD programs were more productive in several ways.  A virtual phone system enabled on their own mobile device gives employees greater flexibility to answer the call from anywhere. That in turn translates into better employee engagement and a stronger sense of ownership. 

3 Do you have a smart call log that reminds you who needs a call back?

Even though US businesses lose $62 billion every year due to poor customer service, this problem is not going away. A study by SuperOffice found that 41% of companies didn’t reply at all to a customer request and 99% didn’t follow up with the customer after contact. It’s not hard to excel at customer service when the bar has been set that low.   

4 Do you have a plan for improving your customer experience?

In a world of price pressure and global competition, customer experience is the only differentiation factor that matters for profitability. That means you will have to have a phone-based, customer-first strategy because “92% of all customer interactions happen over the phone, with 85% customers reporting being dissatisfied with their phone experience.” 

5 Does your phone allow you to share snippets of the call with team members?

People think of a company as a single entity, that they interact with it on different channels, from online to in person to a phone call to a branded messenger app. They have come to expect a consistent experience across all those channels. One of the ways you can assure that is by communications and more accurate notes that are shared by everyone who contacts the customer. Sharing audio clips of what the customer actually said can avoid confusion.

6. Is your phone system ready to scale up quickly?

Windows of opportunity open and close faster than ever. Successful businesses seize the day by scaling up to the level of demand. Your phone system should make it effortless to add or delete users in an instant, even in other cities. You should be able to assign them direct dial in (DDI) numbers with local exchanges anywhere in the world where you want to do business.

7 Are you employees solving problems by talking to each other?

It’s not unusual for teams to get more confused and separated by the vast array of communication channels open to them. They might write an email, send an instant message, post on the company knowledge base, answer a question on customer chat, log onto the team collaboration software like Slack or simply pick up the phone. All that freedom drains productivity when they have to check all the channels to see if there are any new messages. Your team framework should include a bi-directional communication checkup and your phone system should make it easier, like unlimited free calling between team members, even those in other time zones.

The mobile, global, scalable phone system for the future of work

Spoke Phone was built to help small businesses grow by giving them the functionality of an on-premise PBX, but without all the hardware, investment and programming. No sunk costs, no IT resources, no more missed calls.

Spoke's next generation virtual phone system is already working on the next wave of business innovation and growth. Our AI auto-attendant can speak mulitple languages and dialects, learning customer behavior over time. It's a fully mobile network capable of delivering the highest quality HD Voice at cost structure that favors small business. 

Teams on Spoke can access unlimited free calling globally among team members. They will also be able to take notes on the call and share audio clips with each other to better coordinate their efforts.

Take a quick look at how it all works:

The business life line

The phone call is becoming an important touchstone for customers, employees, and partners to connect, and serves as a vital lifeline to remote workers and freelancers. Businesses should plan to optimize this channel to meet this growing need. Digital disruption has changed every aspect of communication and voice is no exception. VoIP service is allowing users to do more with voice, from searching for key terms to analyzing caller sentiment to faster and more relevant routing and call logs. 

Spoke Phone is a virtual phone system designed to be managed and deployed across your mobile network. To learn more about Spoke, including how our AI is powering the next generation voice UX, sign up for an interactive demo and learn how to transform your mobile phone or business phone line into a smart office phone system.

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