5 Ways to Spruce Up Your Corporate Image Using Your Phone System

I've seen companies spend thousands of dollars on cool-looking websites, yet people dread calling them because it's next to impossible to get through to a live person. And I'm not just talking about companies with heavy-duty eCommerce sites who do the bulk of their business online. No, I'm talking about your typical professional services firms (accountants, lawyers, advertising agencies, real estate brokers, etc) who survive-or don't-based on their interactions with clients. More often than not, these interactions are taking place over the phone.

While it's great to make sure your business has a strong web-presence, let's not overlook the tried and true phone call as another place to "wow" your customers. The following 5 points highlight ways you can capitalize on your existing phone system features to help boost your company's image:

Custom Hold Music

You've got a captive audience when someone's on hold or being transferred, so use it to your advantage! Instead of the standard classical, jazz or elevator music you hear all the time, why not choose something more reflective of your company's brand? Many solutions will allow you to play any recorded sound you want, including advertisements or information about your company.

Auto-Attendant

For some companies, it's important that each call be answered by a live operator. But for a lot of small and medium sized businesses, it simply isn't practical or cost-effective to have someone dedicated to answering the phones all day. This is when a professional, easy-to-follow auto-attendant comes into play. Done correctly, an auto-attendant should greet callers with a recorded message that offers simple, intuitive menu options to connect them to the proper department or individual extension. A dial-by-name directory can help callers select an extension by dialing the first or last name of the person they want to reach. Even a 3-person company can setup a solution that directs callers to "Press 1 for sales, 2 for support, etc..." to give the appearance of being a larger organization. Just be careful you don't offer so many choices that callers get frustrated or confused.

Automatic Call Distribution (ACD) Queues

ACD queues are perfect for companies with high call volumes because they allow callers to wait in line for the next available agent. There's nothing worse than losing a caller to busy signals or unanswered phones. When the queue is full, you can give callers the option to leave a message, remain on hold, or return to the main auto-attendant. You should be sure to review your ACD stats regularly, since long hold times, abandoned calls, and repeat attempts could be an indication of customer dissatisfaction and may signal that you need to beef up the number of staff on call.

Hunt Groups

Some companies like the functionality of an ACD queue, but think it might be overkill based on their call volume and business needs. Rather than putting callers in a queue, you can setup hunt groups to ring several extensions simultaneously or in a predetermined pattern (e.g., ring Suzy twice, then Paul, then Valerie, then the entire sales team before going to voicemail) when a call comes in to a specified number.

Time of Day/Holiday Scheduling

Most phone systems allow you to setup call routing rules based on time and date. If you have set business hours, or if your office is closed during the weekends, you can automatically forward calls to a different number or a voicemail box. You can also setup special holiday configurations and create customized greetings to let your callers know about revised office hours.

These are just five examples of how a few simple changes can help you leave a better impression with customers and potential clients. The possibilities are endless, but hopefully the tips shared above will help put you on track to getting more out of your phone system investment.