Office Telephone System – Features that will improve your Customer Service

All businesses aim to provide the best customer service experience possible thus more business owners are becoming meticulous in hiring customer service representatives. However, not everything boils down to the representatives did you know that there are tons of office telephone features that will help you achieve your goals?

 Greeting messages – Start the call right with a professional greeting message that welcomes all your callers to your business. This will help lighten up the mood of your callers and establish rapport at the earliest stage possible. Additional, by incorporating a greeting message to your office telephone system you can create a sense of professionalism and a good impression that often goes out on forums and reviews.

Queue system – The faster you can get to the phone the better, a queue system will ensure that as soon as your customer service representative gets off the phone the waiting call will be transferred immediately. This reduces the waiting time and ensures that all your customers are serviced during their first call and not via a call back or there tenth call.

Customized on hold messages – No one wants to be waiting in a queue without hearing anything. Otherwise there is a good chance the caller will hang up thinking they have been disconnected. By incorporating an on hold messages to your office telephone you are effectively entertaining your customers whilst on hold. This can also help keep a cool head. Remember this simple yet important feature can mean the difference between an irate caller and a happy customer.

Attendant transfer – Callers do not want to be transferred to the concerned person just to find out that person is not available. So why not check first before you transfer the call? With this feature your receptionist will be able to check first if that person is available to take the call and inform the caller if he is or not and ask if he wants to leave a message.

Cloud call recording – call recording is a basic feature that you can have this ensures that your representatives offer the best possible service they can give. Cloud call recording on the other hand revolutionizes this feature allowing you to review a call practically anywhere as long as you have an Internet connection so you can jump onto important matters regardless of whether you are in the office or not.

Conference call – Do you need to escalate a concern? This feature will allow your staff to quickly conference his or her direct superior to assist in more delicate matters.