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How to Systematize a Business Phone System

Purchasing a business phone system can be a challenging decision to make. Aside from any cost concerns, business owners frequently doubt that a business phone system will work as advertised. These doubts are, often, well-founded. Not necessarily because of false promises on the part of the telephone system provider, but because business owners must realize that a system cannot be bought.

A system must be created. And that is a challenge.

Good Systems Require Business Owners to Set Priorities, Make Rules

When purchasing a business phone system, it is time for the boss to set priorities and make rules. Otherwise, the pieces of the phone system may not be integrated enough to be called a system. For example, in terms of setting priorities, the boss must be able to clearly articulate to the business phone system provider what the purpose of this installation are, specifically. Possibilities include:

  • Increase customer satisfaction
  • Reduce administrative costs (secretaries unnecessarily answering calls)
  • Drive sales to the Web site
  • Route calls to salespeople who are on the road
  • Cooperate across multiple office sites with ease and effectiveness

Once priorities are specifically named out, it is the job of the telephone system provider to meet those needs with the best tools for the job. Before priorities are identified, though, system-building is impossible.

Rules Help Bring the Humans Into Cooperation With the System

"Rules" is a word that has an unfortunate connotation sometimes, implying that employees are reduced to the status of children who must do what their parents tell them to do. This is not what is meant by the word "rules" as it pertains to business phone systems. Rather, rules for business phone systems apply to the system itself, so that everyone knows how it works and what role each employee plays in the process.

Begin the rule-making process by asking questions about how calls should be routed, when calls should be routed, and where calls should be routed. By asking and then answering these questions, the human element of the telephone system is included in the system. Salespeople who are on the road know, for instance, that they are expected to receive calls on their mobile phones between the hours of 9 a.m. and 5 p.m., but any calls after that may be returned in the morning.

The Best Business Phone Systems Can Be Modified

Business decision-makers who are considering purchasing a business phone system may want to inquire into the after-market support services offered by their chosen telephone system provider. The system, after all, should not be set in stone on day one, but improve with time and adjustments.

What is the process for making changes to the system once it is installed? Is there a process? Is the system elastic enough to enable growth? Is there a tech support staff to help when needed?

The best business phone systems can be modified as needed.


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