3 problems of phone systems to avoid
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- 06 May, 2019
An unreliable phone system can cost a company a lot of wasted money and time with problems from time to time that can be easily avoided. The employees and customers can be affected by inefficient systems that offer poor communication affecting their decisions and decreasing their productivity.
All of this points to the importance of the phone system reliability as it is the heart of the company's communication whether inside or with the customers. Less communication is less productivity and less sales and lost customers accordingly.
The problems with phone systems are many and they can cause both problems that are apparent and others that can lead to the absence of a certain feature.
Lack of experience customization
The absence of experience customization for each employee won't be a clear problem that you would then is urgent to solve but it happens and it needs changes.
Each one of the employees has his own responsibilities that change the way of using the system and making sure that employees are totally happy with their experiences will boost their productivity.
Service department employees as an example would need features like ACD queues and ring groups working without any problems and others would need other features that help them to do work better.
Spending too much time on phone calls
Over-communication is just as bad as under-communication, and it can easily take customers and even employees away from your company. When very little pieces of information are shared inefficiently in a time wasting manner, that is over communication.
Sometimes the information need to be shared by mail and does not need to be through a phone call, sometimes even a text message is enough. So if employees are spending too much time on the phone then that could be the sign of over-communication and it needs to be stopped.
Implementing too much technologies
Following new technologies is excellent, but not every technology is for everyone. Adopting new technologies constantly can waste employees time in learning new ways to do the same things without any real advantage.
Technologies are good, but always think of what is the return of every implemented technology before making the decision while considering the experience of the employees and customers and the cost of the implementation.
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