How To Get Your Telecoms Right
Businesses of all kinds communicate over the phone on a daily basis, whether with suppliers, existing customers, marketing prospects or anybody else for that matter.
So what are the priorities you should keep in mind when setting up your telecoms network, to ensure it works exactly as intended?
What’s In A Number?
Think about what your telephone number (or numbers) will be, and whether you would prefer a geographic dialling code or not.
Some people prefer to dial a familiar regional prefix, rather than one they interpret as being a ‘premium rate’ number.
A local-looking number might also encourage more people to take your calls, if they have caller ID – although an 0845 number or similar prefix might be preferable if you do not want your call centre to be linked with one location.
When making calls, there are a few things you should check first – and the right telecoms solutions can automate these.
First of all, if you are making a marketing call, you should check that the recipient is not registered with the Telephone Preference Service, the centralised ‘opt out’ register for telesales.
You might also benefit from validating the number before making the call, and again number validation can be carried out easily to avoid any errors.
Modern-day telecoms solutions are highly flexible, and can use high-speed internet connections to carry voice traffic, often at a lower cost than making the same call over a landline.
VoIP (Voice over Internet Protocol) and SIP (Session Initiation Protocol) trunking both deliver high-quality voice signals via the internet.
This can give you the advantage of being able to easily reassign direct-dial telephone numbers to different devices, effectively letting your telecoms ‘break free’ from your hardware.
By getting these things right from the first instance, you not only make a good impression on your customers and suppliers; you can also give extra confidence to individuals throughout your workforce.
Directors and officers can know that their telecoms system is cost-efficient, adaptable and flexible, while also being compliant with the applicable regulations.
Managers within the call centre know that they have high-quality equipment with minimal ongoing maintenance required, and remote assistance if it is ever needed.
And individual call centre workers benefit too in a whole range of ways.
They face less manual dialling – which is time-consuming, prone to human error, and potentially a cause of repetitive strain injuries.
Call management software can also make sure calls are only passed to an individual when the receiver is picked up – meaning no waiting while the phone rings, and no need for human call centre workers to handle silent calls.