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Phone Management Processes For Small Businesses


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A company's professional image can be enhanced by an efficient phone handling protocol. The effectiveness of a company can be greatly increased by managing telephone calls effectively. Using small business PBX systems for all phone calls needs a successful procedure in place to avoid issues such as lost calls and transferring phone calls to the wrong person.

This article will focus on ways to improve managing incoming and outgoing business calls and how SMBs are using small business PBX systems to reveal a more professional customer encounter.

How To Handle Incoming Call Volume

Most small businesses spend a lot more time on the phone than they thought when they factor in answering calls, returning calls, transferring calls, checking messages, etc. Without a small business PBX system, employees often make notes regarding when others are available, writing messages on paper or sending emails to return calls, or even asking the caller to hang up and call the person directly.

This process is disjointed and seems unorganized to the customer, but most importantly is confusing for the person trying to juggle everything. Even with regular phone hours, employees are sometimes away from their desks or on another call, which means they are unable to take a new, incoming call. Advanced small business PBX systems can include software which tracks whether a line is busy on the receptionist's computer screen. The receptionist can ask the caller if she would like to hold or transfer to voice mail.

Some of the more advanced small business PBX systems detect when a voice mail has been left and transfer it into an audio file that is then emailed to the recipient. Executives are busy and don't have time the check voicemail multiple times a day. The email with the audio file attachment is fast and the email becomes part of a to-do list that can be dealt with like other emails.

Making Sure Outgoing Calls Are Handled Consistently

Because most small businesses communicate primarily through the phone and email, professionalism is vital. The first impression your company makes when making an outgoing call is the caller ID message.

Caller ID has become incredibly common. Home based businesses often make calls from the home office and use their home phone service. When using your home phone, how do you want your name to appear? Should it be your name or your company's name? If you'd rather the company's name appear, you should pay for a second line in your business's name.

Not every small, home business works strictly from home, though. Many companies rely on remote employees to interact with clients. Though your business line may project your company's name, a remote employee's won't. If a client receives multiple calls each from a different caller ID, it can give the impression that your business is unorganized and disjointed.

The easiest way to solve this organizational problem is by using small business PBX systems that can use multiple locations tied to a single account. This way, an employee working remotely in California who is 3,000 miles away from your home New York office can make calls through your network in his home using a small business PBX phone systems unit that was installed in his home. When the call is placed, the caller ID of the recipient will show your business name. From the client's point of view, the call appears as if it's coming from a single location using small business PBX systems.

Setting Your Business Apart From Your Competitors

High quality small business PBX phone systems are very affordable for expanding small business owners. Your competition may be sending out an unprofessional impression, just because they don't know how simple and inexpensive it can be to set themselves apart.

Small business PBX systems can start around $1000 for most small businesses. While this is a higher up-front cost for a small business than a simple business phone line, your business will save money for years by selecting small business PBX systems that use VOIP technology that reduces expensive phone company charges and long distance fees.

Utilizing best practices while handling phone calls for large corporations and companies using small business PBX phone systems is important to increase efficiency in the in-house and remote offices and helps create a professional business image.

Brian Gatza is a leading distributor of Allworx and Talkswitch small business IP-PBX phone systems. Best Deal Allworx offers a variety of feature rich small business phone systems designed to improve efficiency and professionalism.


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