Categories
IVR

IVR and What It 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, IVR 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 the benefits of IVR 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 payments.

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. 

IVR 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!

Categories
Phone Systems

3 Advantages of Using Cloud-Based Phone Systems 

There has never been a more opportune time to use cloud-based phone systems than now. Think about it: most of the world is in lockdown or quarantine, and more and more people are looking to work remotely to practice social distancing. 

A cloud-based phone system works almost anywhere around the globe, and it even comes with incredibly helpful features for boosting your sales. Before we get to the advantages of this kind of business phone system, let’s discuss how a cloud-based phone system works. 

The Basics 

Cloud-based phone systems use voice over internet protocol (VoIP). VoIP functions just like normal phone lines, except that analogue phone signals are converted into digital signals via an analogue terminal adapter or standalone ethernet hard phones. 

With a reasonable internet connection, you’ll be able to connect to other people anywhere around the world. VoIP is widely used in both the business and consumer space because it is easy to use and often included in free and premium telecommunications applications. 

If you’ve ever used Skype, Facebook Messenger, or any other mobile app that allows free calls and video chats for personal use, then you’ve already used VoIP. While cloud-based phone systems also use VoIP, they are more geared towards businesses whose operations may not be confined under a single location. 

Here are three advantages of using cloud-based phone systems:

1. Allows true remote working

This technology is widely used in the business process outsourcing industry as a cost-effective means of connecting customers to customer support staff, wherever they may be around the world. Cloud-based phone systems often have an auto attendant feature, which you can use to transfer calls to team members working remotely. 

An auto attendant is usually a voice recording that will instruct callers to press a button to be connected to the appropriate department. Auto attendants can also be configured to answer simple questions and process simple transactions, leaving the more complex requests for a live attendant. 

2. Improves data gathering

Because cloud-based phone systems are digital services, they can easily be integrated into Customer-Relationship Manager (CRM) software. It allows you to log and monitor calls, giving you access to information that can be used to understand and improve sales performance without the hassle and unreliability of manual data entry. 

Users of cloud-based phone systems usually have built-in call history recording, which makes extracting reports and other important data easy. For example, managers will have access to important metrics, such as the average call sessions, the number of calls received, and the number of calls made, among others. The wealth of information extracted can be used to zoom in on the finer details of the user experience and find ways to fine-tune and improve performance.

3. Is cost-effective

Cloud-based phone services are cost-effective, as it will allow virtually unlimited inbound and outbound calls without you worrying about bandwidth. Because companies don’t even need to maintain their own systems (as in the case of hosted telephone systems), they will only need to pay a fixed amount in subscription fees. Prices will generally be fixed as long as they are within agreed-upon terms. 

Conclusion 

Cloud-based phone systems are effective tools for businesses, especially now that a lot of companies are integrating remote work in their setup. If you’re still thinking about whether to use it, keep in mind the benefits we’ve outlined above.

Teleproject is a provider of cloud-based business phone systems. Get in touch with us today to know more about our services and how we can help you! 

Categories
Phone Systems

6 Common Cloud Phone System Myths Debunked

6 Common Cloud Phone System Myths Debunked

Cloud technology has provided businesses today the means to run more efficient operations. The technology has been incorporated into various businesses, and one of its most popular applications is the use of business phone systems. 

These systems play a crucial role in many enterprises, regardless of the industry they’re in. After all, having a reliable phone system to address clients’ needs and conduct business transactions is what separates good service from the bad. 

However, there are still cloud computing “non-believers” due to some common misconceptions. We’ll debunk six of them in this article.

1. It’s Expensive

Many believe that cloud phone systems are expensive due to the technology involved to make it work. That’s where they’re wrong. There are a lot of companies today that offer affordable packages for business phone systems today. Moreover, with more efficiency and better communication, you get to save your company more money in the long run. 

2. It’s Not Secure

A cloud phone system is more secure than traditional telephones. It can curb any security leaks in your network. Moreover, since hacking is widely spread these days, you get additional security measures in your internal network by using a cloud phone system for business. A lot of service providers also offer fraud protection that will protect a company against potential financial losses. 

3. It’s Not Portable

Many think that the phone used for the system can only be used where it is placed. However, a business phone system will let you retain the same number wherever you are. That way, you will easily be reachable by your clients no matter where you are located. It works similarly to plug-and-play, and since it’s in the cloud, you don’t need to worry about losing data while you move from one place to another. 

4. It’s Less Reliable

There are still some people who rely on the good ol’ analogue phone. For them, it’s more reliable because they can touch it, but when it comes to a reliable connection, a cloud phone system is a more reliable alternative. However, a business phone system requires a secure internet connection to work, and if you think about it, who doesn’t have internet these days, anyway? 

5. It Has Poor Quality

Since a cloud phone system relies on the Internet to work, many believe that it produces poor quality. The phone system itself, though, delivers HD sound quality to ensure clear and effective communication. 

6. Small Businesses Can’t Benefit From It

Another common misconception is that the use of cloud phone systems is only meant for big companies, and small enterprises are better off using a traditional phone system. Today, there is a considerable need for the use of phone systems in the cloud to manage their existing clients better and prepare for potential customers. With a cloud phone system, you gain scalability in your current and future plans as it lets your business remain competitive in the ever-changing economy. 

Conclusion

These are the most common misconceptions surrounding cloud phone systems today, but most of them are misinformed. The technology has already established its roots, and it is now globally recognised for its many benefits. Cloud computing is making our lives so much easier these days, which is why moving your business to the cloud is the most logical choice.

Get your business phone system today here at TeleProject. We have phone systems that can be configured to suit the needs of your company. Contact our team in the UK today. 

Categories
Phone Systems

Why Your Business Needs a Cloud-Based Telecom System

Digital tools are the key to improving modern business’s productivity. Different industries are taking advantage of the development of custom software to help them in organising their data and managing their service provider to client interactions. This is why cloud telephony has become a popular solution for businesses ranging from international corporations to small and medium enterprises (SMEs).

Digital tools that improve business processes

Today, many people are using cloud-based telecom system to interact and collaborate with each other. Offices can make use of Google’s various digital tools that can be created and edited in real-time with several contributors through the internet.

Know that cloud-based solutions don’t just allow file editing and data storage. Variations of the same structure can be applied to Voice over Internet Protocol (VoIP) telephone systems that make use of the same concept in receiving phone calls and texts from customers.

Cloud-based telephony systems

Adapting to new software for your business operations can be a challenging obstacle. Yet, once you’re familiar with the benefits of the platform, you’ll see that your difficulties will be a steady investment for the future. 

Listed below are several advantages that cloud telecom systems can provide for your business.

  • Easy to install: Cloud-based systems offer different benefits to your business ranging from lesser logistical costs to greater overall data management. All you need to do is secure a subscription package that allows you to have limited users connected through your broadband connection.
  • Cost-effective: Cloud telephony is the perfect solution to be used with office telephone systems. The flexibility of cloud telephony allows you to add and remove devices with ease without asking an IT technician to deal with server access. You can also upgrade your subscription package to include additional handsets and VoIP licenses as your business grows, so you don’t have to rush into a more expensive plan right away.
  • Mobile compatibility: For remote workers, the accessibility of working outside the conventional office setting is negotiable through VoIP systems. With modern laptops and smartphones being equipped with higher processing power, all they need is a working Internet connection to log-in to your business’s cloud. This gives you and your staff the option to work from home while still contributing to the office’s workflow.
  • Off-site servers: Cloud telephony systems will not require you to purchase several pieces of hardware. With its accessibility, you can manage your business’ operations even when working with fewer devices. Cloud technology makes up for the need to install bulky local service in your office’s system. Since the communication between servers is made through an off-site digital connection, all you need to handle incoming and outgoing calls are several VoIP phones to use.

Cloud-systems overthrowing ISDN networks

Analogue telecom systems, such as ISDN phone lines, will soon become outdated as BT will soon stop its support in favour of committing to VoIP systems that are much easier to handle. With over 1.9 million UK businesses that still use an ISDN network, it’s a testament to how long its legacy has stood to support companies, both large and small. These enterprises are recommended to switch their phone lines to a cloud-telephony solution by tapping into their broadband connection before ISDN phone lines are dropped from 2020 onwards.

Conclusion

The key to embracing the modern trends of technological advances is to adapt to the needs of the times. Although BT will still hold on to ISDN phone networks until 2025, you’ll no longer be able to purchase systems that use PSTN and ISDN networks after 2020 to help various industries to adjust to cloud systems.

At Teleproject, we provide reliable installation of cloud-based business phone systems in the UK for small business and large enterprises. Get in touch with us today!

Categories
Phone Systems

6 Advantages of a Cloud-Based Business Phone System

Every company needs a sound business phone system set in place. Whether for communicating internally or externally, with colleagues or customers, it should be able to satisfy your business communication needs.

There are various types of business phone systems available in the market. They can be sorted into two basic categories—traditional on-premise and cloud-based phone systems. While the first requires a physical setup and installation, the need for on-site hardware and IT support, the latter appears to be a more viable option.

Why? Here are the six advantages of a cloud-based phone system you ought to consider for your business. 

 

1. Full communications system

What’s great about a cloud-based phone system is that it is a fully-integrated phone system, using software applications and minimal hardware. Apps operating in the cloud are easy to deploy, allowing employees to stay connected and communicate with various stakeholders. With its seamless access to minimal tools, it can ensure business productivity and overall efficiency.

 

2. Advanced phone features

Another good reason to set up a cloud-based phone system is its advanced phone features. With this in place, you can utilise CRM tools, email, instant messaging, voice, and videoconferencing for communication. You also take advantage of features, such as Virtual Assistant, Auto Attendant, Never Miss a Call, or Call Center solutions. All these will give you a stable connection and effective communication.

 

3. Communication control

When it comes to a business phone system, you want a communication tool where you can gain full control. A cloud-operated phone system allows business owners or managers to regulate the use of communication. Likewise, employees can customise their phone settings to have access via a smartphone, desk phone, or softphone.

 

4. Ease of use and application

With the advent of today’s technology, we need a business phone system with tools and features that are easy to use and operate. The beauty of a cloud-based phone system is that it’s pretty straightforward to set up and operate daily. The features and applications are user-friendly that employees can explore on their own without the need for training.

 

5. Scalability and flexibility

A business must grow and evolve over time. Even your phone system needs to be upgraded to cater to the needs of your stakeholders. What’s good about a cloud-based system is that it can be scaled up to meet your business’s needs. It is highly flexible that can be customised based on what your business requires.

 

6. Cost-efficiency

Switching to a cloud-based telephone system may require a modest investment in hardware if you plan on using desk phones rather than softphone applications. However, it can help you save up over time, given its overall efficiency and productivity. Also, repairs and replacement aren’t an issue. In the end, it’s worth the investment in your business.

 

Conclusion

Given the changing business landscape and the need for a robust technology, a cloud-based phone system can be your best option. As outlined above, you can take advantage of its full communications system, advanced phone features, communication control, ease of use and application, scalability and flexibility, and cost-efficiency.

We provide cloud-based business phone systems in the UK. If you’re looking for telecommunication system solutions, get in touch with us to see how we can help!