Office Telephone System – Ideal Set up for Answering Services

If there is one thing that an answering service should prioritize above anything else that would have to be their office telephone system. Primarily answering service companies make money from their phones thus it is only a must to acquire a reliable, feature rich, cost effective and flexible communication system. An answering service company should generally at least have the following office telephone set up to accomplish their role and to efficiently manage all their customers.

Adequate channels – The worst nightmare of contact centers should have to be a busy line because it could mean losing their customers, after all the reason why they are paid for is to make sure no calls are missed. Your office telephone system should have adequate incoming channels to accommodate all calls even during peak hours.

Line pulling – It is a fact that not all your customers will have the same number of calls at any given time. Some may have more during lunch whilst some may have less or even none. It is also fact that you cannot acquire multiple phone channels for each of your customers otherwise you won’t be making anything out of your business. This is where line pulling will come to play. Line pulling allows you to pull phone lines or channels where it is needed or simply share it across your customers to accommodate their peak hours.

Multiple greeting message – As part of a holistic service you are offering your customers it is ideal to have a dedicated professional greeting message so callers won’t notice that their call are being diverted somewhere else. This also gives your customers a personal touch despite not answering the calls themselves.

Advance dual notification – An advance dual notification is also an ideal feature to have, this will allow you to pick up the call accordingly and say the correct spiel as per your customer’s specification. Dual meaning you’ll be able to see from your phone where the call is from and an IVR playback saying where the call is originating from. This will come handy especially if you have mobile call forwarding option enabled.

CRM integration – It is also ideal to integrate a CRM to your office telephone system. This will allow you to store vital information about the caller like, contact details, message, queries and as well as invoices so you can send a detailed report to your customer at the end of the day and not just feed them with the details scribbled on a paper.