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7 things about calls every budding business should know

Published on 16 April 14

If you are an entrepreneur seeking a call management system, you need to understand how a communication network works. When a person dials your number, the call will be routed to you no matter where you are, on whatever device you have with you for communication (tablet, PC, PDA, cell phone or even a device that you can wear). For your customers you can create an experience that you get when you can order a specific newspaper from your hotel, alert your local office when you arrive in town and make reservations for dinner simultaneously. Isn’t that awesome?

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Hey! But before you zero down to a specific system, allow me the privilege to help you select the right one. Below are the essentials you need to know about your caller system:

1) Coverage Area:

The first question that should arise in the mind; find out how many cities and which cities the service provider covers? Some providers range from city to city and some within a country and others cover the globe.

While you may not need service in other areas of the country currently, it may be important in the future so it’s best to be with a Service Provider that has a wide coverage area to support expansion plans. Needless to say business tools must be chosen keeping both the current situation and also the future in mind. Preferably the caller systems offer global communication and if it’s a toll-free number it’ll be a bonus.

2) Cost:

It’s important to identify if the Hosted PBX service provider is still charging for “lines” in the traditional sense. This practice dates back to the old ‘Telco’ days when the phone company would count on you putting in more phone lines than necessary, taking advantage of a companies’ fear that a prospective customer might receive a busy signal.

That’s an outdated practice which has been rendered obsolete with newer VoIP technologies. Pioneering Hosted PBX providers will automatically adjust the number of lines for you. If the service provider is still charging “per line”, it’s probably a good idea to keep looking. Until you get the ones that have a zero set-up cost and also offering packages of minimum cost levied to your pocket.

3) Does your PBX understand your business?

Before deciding on a Hosted PBX service, start by identifying your needs.

Small businesses require specialized features to support their particular workflows. They need to provide your required data regularly, so that you understand your customers in return.

Reporting is crucial for building a smarter business setup. The system helps you pull out all the key metrics of a call; i.e. caller details, time of call, type of call and date. This can help in optimizing your team effort. Imagine what an effective call management system can do apart from streamlining your business communication. Every call carries value and is an equivalent business opportunity.

“We @VoiceTree strive each day to improvise and improve. The answer was simple, we needed to study the mind of the buyers. What works best, is the simple customer-centric approach,” says Ankit Jain, Founder and CEO, VoiceTree, one such call management system provider.

4) Reliability:

Quality of Service (QoS) refers to the ability to provide a different priority to certain Internet-based applications, users, or types of data in order to assure a desired level of performance. The good operator systems can simultaneously support as many as 100 calls. That means you can easily attend to all the calls coming into your phone system. This reduces the chance of losing out on business opportunities just because your number was unavailable.I am sure you will want to ensure that your Hosted PBX service provider has a QoS strategy in place.

5) Is your hosted PBX futuristic:

With the change of technologies almost taking place every now and then. A boss will always be concerned whether the call system employed by him is ‘upto the times’.

Your virtual telephone system, should allow all users to share a number. It should enable existing e-commerce portals to use telephony to service customers in an innovative manner.

With a rich range of conferencing, collaboration and telepresence solutions; your hosted PBX has the potential to be your single source solution for multiple complete call management benefits.

6) Efficiency:

SMBs/SMEs benefit most by integrating all the mobile and distributed work force under cloud PBX and route the calls to appropriate person based on IVR flow regardless of place. The owner of the business can keep track of all the incoming & outgoing calls in real time by accessing your portal. The owner also can track any missed call, which is unattended to.

The PBX evolved to help businesses become more productive through voice mails, commenting, live call transfers, and more. PBX functionality should be combined with the flexibility of using a tablet or smartphone, either for voice or as a remote control for the desk phone.

Features such as easy scalability, live update phone apps benefit businesses immensely, allowing them to improve customer service, reduce costs and create a well-connected workforce.

7) Cloud Redundancy:

The addition of SIP trunking to the VoIP system that you already have in place allows the various advantages. This includes cell phone redirect, cloud routing of calls and backup auto-attendant.

Entrepreneuring a new business is like living your dream. Apart from the compassion and the determination, various factors are to be considered to achieve desired goals. Every day you will be hounded with professionals offering new services to you. It is vital to consider all aspects before taking the plunge. Believe you me, it’s in no way going to be ‘a cakewalk’. It’s a herculean task deciding the right products and services as each one promises you the sky. Be cautious,keep the above considerations in mind and I see no stopping for you to get the right caller-system.

Good Luck and Happy calling!

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