It's not at all uncommon for businesses on the rise to quickly outgrow their existing phone systems. For those businesses that on the slow path toward growth, however, the point at which a new system seems eminent brings up a dilemma. Should they attempt to expand their existing system or take the plunge and purchase something new. Fortunately, there are a number of affordable options in most cases, whether buying new or trying to make the most of an old system.
Keyless systems, which most small to mid sized businesses start out with, are usually expandable to up to 50 handsets. Some manufacturers and aftermarket manufacturers offer products to make keyless systems in the 30 to 40 handset maximum range able to handle additional lines. Before thinking about a PBX, it's worthwhile for businesses to see how far they can expand with their current keyless system. For those with outdated keyless systems which can handle only 25 lines or less, a newer, used keyless system will likely double those capabilities and still be substantially more affordable than going with a PBX system.
For small businesses using KSU's, moving to a keyless system may not be necessary. Newer KSU's are as inexpensive as ever, and many can handle far more handsets than their immediate predecessors. A business that needs only one or two extra stations and doesn't anticipate expansion beyond a total of two lines and ten total extensions would do well to price newer models on the market. As always, KSU's are an exceptional value as the jump to keyless can be a major investment for small businesses.
If the move to a PBX is something that simply can't be avoided, it's going to cost quite a bit more than the KSU or keyless system it's replacing. Still, compared to the PBX of yesteryear, newer systems are more affordable than ever and no longer require a cabinet full of phone equipment.
The latest PBX systems work with analog telephones as well as VoIP. VoIP systems take advantage of existing office Internet connections to provide affordable phone service. The downside of VoIP, especially for businesses who rely on telephone interaction with customers, suppliers, distributors and other businesses, is that reliability is tied in with Internet access. Many late model PBX systems are capable of handling both.
There are a number of different telephone systems available for companies of all sizes. From large services that involve separate direct lines for each desk in an office building to more simplistic set ups, the variety runs the gamut. The most important things about any system, however, remain reliability, ability to handle incoming calls, and the quickest and best method for getting people on the other end of the line in contact with actual humans within the company they're calling.
Automated voice systems are the choice of many businesses for helping to funnel calls to the right people. When they work quickly and efficiently, these systems are fantastic. But, when they're so complicated they take minutes and minutes to navigate, the people on the other end of the line get frustrated. The best systems offer simplistic instructions and make sure there's always a "quick out" offered to users so they can directly connect to a human operator when desired.
While phone systems that offer automated routing and message taking can help keep a company efficient, if they don't do their jobs correctly, business can be lost. There's nothing more frustrating for a customer wanting to talk to a specific department than having to sit through a four-minute recording only to be told to press this button and then that. People are still the backbone of business and most customers prefer to talk to the humans who run the show when ever possible.
Despite this, however, automated systems do have their place. Just make certain any set up for your business involves an easy to use system and an out to find that "friendly voice" on the other end of the line.
The advantages to automated phone systems and voice mail systems are many for businesses and they can include:
* Taking some of the burden off of the company's operators. Since routing systems can, when implemented correctly, put callers directly in touch with those with whom they wish to speak, operators are freed up to assist those who are not sure who they need to talk to. This can really help expedite calls and reserve the real "man power" for those calls that need the extra attention.
* Quicker, sometimes, for people to get through. A well created system can oftentimes work better than a "human operator." By allowing clients to cut through the red tape, these systems can put callers directly in touch with what departments they need.
* Easier method of message taking. Recorded voice message systems for individual employees can work very well for ensuring every employee gets his or her messages when he or she needs them. Remote access, too, can even assist employees who are out of work due to illness or vacation to get their calls while they're away.
When combined with good customer service habits, business phone systems that include voice mail and automated routing can really help improve a company's ability to handle client concerns quickly and efficiently. If the system is too cumbersome or doesn't offer a human touch option, however, these systems can discourage clients from following through.
Both Kingston J. Amadan & Ray La Foy are contributors for EditorialToday. The above articles have been edited for relevancy and timeliness. All write-ups, reviews, tips and guides published by EditorialToday.com and its partners or affiliates are for informational purposes only. They should not be used for any legal or any other type of advice. We do not endorse any author, contributor, writer or article posted by our team.
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