Tag Archive for ip pbx

Boost Your Quality of Customer Service with an IP-PBX

A company’s quality of customer service starts from within—that is, the best practices put forth by management and employees. As such, it’s crucial for businesses to communicate with ease and efficiency as any hint of employee frustration can directly correlate to the quality of service presented to customers. To that end, seamless customer service interactions can be compromised if your company’s phone system doesn’t support your business needs.

By upgrading your legacy phone system to an IP-PBX, you can sidestep customer service obstacles such as lengthy hold times or frustrated agents. Here are three functions businesses can integrate into an IP-PBX phone system in order to improve their customer service measures from within:

Call reporting

IP-PBX phone systems are managed from a computer-based interface. As such, features such as call-reporting—that are easily accessible from a drop down menu option—provide businesses with ease-of-use. Supervisors can leverage call reporting technology to manage customer service consistency by examining call queue statistics and specific extension statistics. In so doing, managers can pinpoint the representatives who need further training, as well as a call cost report for managing finances.

Customizable IVR

A poorly designed IVR system can frustrate customers considerably. But with an Internet-based telephone system, adjusting your company’s menu option to better serve your consumers is a straightforward task. Simply, select the IVR option from a drop down menu and manage the IVR from your computer screen. For instance, if customers complain about a lack of pertinent or misguiding menu options, IT managers can readjust the settings quickly and efficiently.

Additional phone lines

Handling a jam-packed call queue is stressful for employees, especially when customers are forced to remain on hold due to a lack of transfer options. These long wait times aren’t the fault of your employees, rather, the fault of your legacy phone system. With an IP-PBX system, companies can leverage Internet-based phone lines, which make communication scalability simple. Avoid putting customers on hold by adding phone lines. This will ease your employees stress and improve your inbound callers’ satisfaction.

Is Your Phone Bill Giving You Nightmares?

Do you ever wake up in cold sweat thinking about how your phone bill is going to take a sizeable chunk out of your profitability? Do you begin to feel a tightening in your stomach the days before your monthly statement arrives? If the answer to either of these questions is yes, you’re not alone.Calculator

Legacy wire-based phone systems make it expensive to place calls between remote offices and difficult to scale service. They also add unnecessary expenses to your budget, as hardware is costly to maintain and upgrade. Considering this collection of problems, it’s not surprising that a recent survey of small businesses released by Software Advice found that 57 percent of buyers that are looking for a new phone system are intent on purchasing, for the first time, an IP-PBX system—a phone system that operates over the Internet.

IP-PBX allows businesses to bypass traditional carriers’ long-distance charges. Interorganizational calls made on an IP-PBX system are free, which helps drastically cut costs related to connecting geographically disparate offices and mobile workers. An Internet-based phone system also allows for greater scalability, as changes to the infrastructure can be made without any new hardware deployments.

A Windows-based IP-PBX is simple to deploy and has a shortened learning curve for staff, as the system is based on familiar technology. Best-in-breed Web-based phone systems also offer unified communications features like:

Call forwarding
Voicemail-to-email functionality
Paperless PDF faxing
Presence
Instant messaging/text chat
Videoconferencing
So, if you’re ready to start sleeping peacefully again without the image of a bloated phone bill haunting your dreams, consider ditching your antiquated telephony infrastructure for IP-PBX. But assess your choice of vendor carefully. Look for a company like 3CX that provide differentiators—such as leveraging WebRTC and offering software that runs on Windows—that other IP-PBX providers can’t supply.