Categories
Cloud based communications

Cloud Migration Mistakes to Avoid When Moving Your Telephony System

As data centres and legacy solutions continue to migrate systems onto the cloud, it may be time to consider letting go of your on-site PBX. Though transferring your telephone systems to cloud-based servers sounds simple enough, it requires a fair amount of planning to pull off and avoid cloud migration mistakes. Customisation and programming options can be exciting, especially given a newfound ability to configure existing features into something that sells more. However, you must avoid making the following common mistakes when upgrading your telephony system into the digital age. 

1. Assuming hosted solutions are identical to your PBS solutions

Despite the promised efficiency of cloud-based hosted telephone systems, you can’t underestimate the time and effort spent on marrying this new technology and your corporate culture. 

Not every department will maintain its current functions and working methods, so it’s important to help them transition into your newly available options. In some cases, moving towards cloud-based solutions can pose limitations in the way employees manage their telephony. Knowing how these systems work can make the transition smoother and more seamless.



2. Foregoing a better disaster recovery plan

With the ability to outsource IT solutions, more traditional business leaders often choose to forego a disaster recovery plan even amid frequent outages. However, an on-site PBX system is far more susceptible to issues such as power failures, bad weather, natural disasters, or Internet outages in your area. With an efficient disaster recovery plan in place, you can guarantee business continuity by relying on dual-powered cooling equipment, independent distribution paths, and fault-tolerant infrastructure. Though most cloud phone systems will already have reliability features in place, it pays to explore other plans. 


3. Promising IT staff control over your telephony system

Once protectors of your company network, IT staff members fearing a loss of control over your telephony system is not uncommon. However, they’ll simply have to get used to new tools and monitoring systems to efficiently manage cloud-hosted phone communications. With customised monitoring features such as real-time updates, cloud solutions can remove the unnecessary complexities that come with an on-site PBX system. 


4. Lack of communication between teams

As phone systems move to the cloud, end-users will find that the speed dials, contact lists, greetings, voicemails, and call handling systems are no longer what they used to be or eliminated. Thus, migration teams need to communicate changes to end-users in advance. When opting for cloud-based solutions, educate your staff on how these systems work to achieve greater efficiency and value. 


5. Neglecting a proper analysis of your bandwidth

As we continue to experience the rise of remote working environments, video conferencing and messaging are more dominant than ever. Without a proper analysis of your bandwidth, you won’t know whether your new system can handle more than a voice call. Before migrating your work to the cloud, consider how reliable your fibre connection is. As your bandwidth grows, you’ll need a connection that can keep up with exorbitant amounts of bandwidth, eventually displacing all analogue devices. 


6. Forgetting to analyse your network devices for compatibility
If you’ve been running on legacy technology for years or even decades, chances are not every online device will perform as seamlessly on the cloud. Some of your devices may not be compatible at all. To streamline your process, work with your IT department and a support provider to identify devices that need upgrading. 


7. Ignoring contracts and compliances

If you’re adhering to a contract with a primary rate interface (PRI) or session initiation protocol (SIP) company, look into any termination fees before moving to the cloud. If left to the final hour, you could be delaying your migration project entirely. Remember to note your new partner’s compliance terms to direct your next steps. 

Conclusion

As traditional telephone systems grow obsolete, millions of companies are turning to cloud-based solutions to keep up with an evolving digital landscape. By knowing the ins and outs of these systems, you can create a more productive work environment that knows exactly what it’s doing. 

For a cloud-based telecom system that works for you, visit Teleproject U.K. We provide users with integrated business telecom solutions that are configured to meet your company’s requirements. 

Categories
IVR

IVRs and What They Can Do For Your Business

In the simplest words, Interactive Voice Response (IVR), otherwise known as an auto-attendant or call menu, is a technology that allows your callers to navigate a phone system and be routed to the appropriate agent or department. 

As simple as its function may sound, IVRs can help your employees save time, allow them to work on other more important tasks, and improve their overall efficiency. After all, they won’t have to spend long hours manually fielding every call to the right department anymore, your IVR will do that for you!  

If you know that your team has been struggling in this area, it may be high time for you to consider incorporating IVRs into your business’ phone systems. To cement its need, here are just a few of the various benefits your business can enjoy with an auto attendant. 

1. IVR Makes Your Business Look Professional 

One way to pique the interest of potential customers and gain their trust is to show them that you are competent and professional. You have to play the part wherever you are and wherever customers can get in touch with you, and this includes your business’ phone systems!

Having a call menu to greet your callers says a lot about your business. It means that you take care of all the details, even the smallest ones, to accommodate your customers and promptly attend to their needs. Moreover, call menus also help you handle a larger volume of inbound calls. You get to entertain all your callers and protect your credibility at the same time.  

2. It Gives Your Callers More Options

A well designed IVR service with Menu Options improves the customer call journey by getting them through to the information or department they need quickly.

As an example frequently requested information such as opening times, requesting a brochure and directions can simply be played back to the caller without the requirement for a live agent to assist.

More advanced options might included Database Lookups for retrieving account balances or secure credit card payment processing via the IVR.

3. It Helps You Provide High-Quality Service 

A well-planned and professionally created call menu can give your callers a customer service experience that will surely impress them and make them feel satisfied. You can further customise your menu options by recording your own audio or assigning certain music to be played for your callers every time they are put on hold. 

If you are interested in doing this, however, then make sure that the audio or music you use is of high-quality and at the right volume. 

Conclusion

Your business, no matter how small or big it is, can enjoy the benefits of having IVR incorporated into your office’s phone systems. Firstly, you will be able to free up your employees who used to field calls from doing this routinary task; instead, you can give them other assignments that contribute more value to your business. 

IVRs are also helpful tools in improving your customer service and leaving a good first impression on your callers. If you truly want your business to succeed, it’s not enough to produce high-quality products or services. You must also pay attention to how you service your customers and respond to their enquiries about your offering. 

Interested in purchasing reliable hosted IVR solutions for your business in the UK?

We have got you covered!

We provide efficient telecom systems and IVR-based call management solutions to businesses and tailor them according to your needs.

Get in touch with us today to learn how we can do the same for you! 

Categories
Call Recording

Customer Service 101 – Why Businesses Need Call Recording

Customer service is one of the most vital parts of a business. It is for this reason that it has become exceedingly essential to invest in high-quality call features, such as call recording, to help you improve your customer service. 

Call recording is an inexpensive way to monitor how your customer service and business are performing at the forefront of the business line. It can provide you with valuable information that you can use to improve your company’s services for the future of your company.

To cement that point further, here are a few of the benefits that call recording can give to your business:

Ensure High-Quality Customer Service

Recording your calls, regardless of the significance of the call, can help improve and ensure high-quality customer service. When you record calls, managers can review them and understand how agents deal with customers. Through this, managers can also help identify the strengths and weaknesses of each agent, allowing them to work on specific ways to help boost your overall customer service satisfaction.

Improve Agent Performance with Call Recording

As mentioned, call recording can help managers review calls, not only for the sake of customers, but for the sake of the employees as well. Through it, a manager will be able to identify if an agent follows standard protocol, as well as the particular areas that he or she struggles with. That way, managers can work on more effective and highly-targeted training that can help agents improve. 

Prevent Litigation

It’s understandable not to catch every call that you receive every day. Each and every call that you get, however, is absolutely essential, which is why they need to be reviewed. 

Call recording can help you catch every detail of a call. Failure to capture them may leave your business with disgruntled customers, and even worse, escalations to litigation. With call recording, you can replay audio files to ensure that all necessary details are recorded and every customer’s need is met. 

Get To Know More About Your Customers

Your agents’ job is to respond to calls and jot down concerns and other essential details. They already have their plates full, which is why they may not be too focused on finding out what the customers’ wants and needs are. 

With call recording, you can replay the audio files and help you assess what your customers are looking for. By doing so, you will be able to implement effective strategies to cater to their needs better. The more you know about your customers, the better it is for your business. 

Evaluate Your Customer Service

All businesses must deliver excellent customer service. In fact, all types of businesses must invest time and effort in improving their customer service! 

Call recording is an excellent tool to help managers evaluate a company’s customer service satisfaction and see its progress every month. This way, managers will be able to pinpoint areas that need improvement and which strategies are successful. 

Conclusion

When you have excellent customer service, your customer satisfaction will likely increase, thus leading to more potential new clients coming in. That said, call recording has a significant impact on your business growth with all of these benefits. Moreover, you don’t need to break the bank just to get this feature—and once you do, it will do wonders for your customer service efforts and your overall business too!

Having trouble with your business’ customer service efforts? 

We offer call recording in the UK to help improve businesses’ customer service. 

Contact us today and have one of our quality assurance specialists assist you today!

Categories
Cloud based communications

3 Undeniable Benefits of Cloud Communication Systems

In a world of technological advances and digital transformation, a business that cannot keep up is a business bound to fail. Small businesses are no exception – with cloud communication systems and technology readily available, even small business employers are moved to invest in it. This communication strategy is convenient and efficient, which enables your employees to be more productive and work more efficiently.

Cloud communication also continues to enable small businesses to have access to top-grade communication technology, something which has previously been reserved for big companies. Without having to spend more, small businesses can now move away from outdated physical phone systems for their offices, helping them make their business operations more advanced and efficient. 

Beyond cost-effectiveness and convenience, cloud communications pose plenty more benefits for small businesses to grow. Here’s why you need to invest today:

Benefit #1: You’ll have access to advanced features for low costs

Cloud communications plans come with cloud delivery models, which allows entrepreneurs to save time and money. There will no longer be any need for capital investments and expensive on-site equipment, as cloud communications allow features like call screening, call forwarding, and auto-attendant with just clicks of a button. 

Benefit #2: You’ll be able to support a remote workforce

Cloud communications allow your business to become more versatile and flexible especially when it comes to remote work. Since it operates mainly on the virtual space of the internet, your employees will be able to access your company phone system from anywhere, so long as they have access to the internet. 

For small businesses, this is a major advantage. The possibility of hiring remote employees can now be an option, which could now then open your door to global talents—not just your city. With talents from all over the world, you’ll have more opportunities to grow. 

Benefit #3: You’ll see an increase in the agility of business operations 

The world of labour is changing and at an alarming rate. Changing work behaviours and patterns have now paved the way for remote work. On the other hand, continuously changing technologies and buying behaviours continue to pressure businesses to become more agile—it’s a survival of the fittest at best, but investing in cloud communications will see that you remain at a competitive advantage. 

Since your business is operated virtually, deployment and remote work are now easy. All your employee needs is a mobile phone or a laptop, while your customers can now access your products and services with just simple taps on their smartphones. 

Benefit #4: You’ll witness an increase in employee productivity

Thanks to cloud communications, your business is now as agile as ever. An agile business has always known to be a penchant for productivity—due to this, you’ll be working with employees that are happier and more productive, even if they’re working remotely.

You allow them a platform that enables them to get in touch at any time, anywhere. Files and documents can easily be shared, while conference calls can be scheduled at the best possible times. By allowing them to do more in less time, you help them stay motivated and satisfied.

Conclusion

Cloud communications systems are a technological advancement—for small businesses desiring change, a cloud phone system may perhaps be what all it takes. The benefits are undeniable. With low costs, greater business agility and efficiency, improved productivity, and the capacity to support remote work, cloud communications truly opens up doors. The only thing left to do now is to invest on your own!

If you’re looking to invest in UK cloud-based telecom business phone systems, Tele Project offers you the best solutions. Allow us to help your business grow to its full potential—reach out to our team today!