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Five Essential Factors to Consider When Choosing a Telephony System

In an era of rapidly advancing technology, picking the right telephony system for your business can be a complex task. Every business has its own, specific set of needs and requirements and evaluating your situation and processes before choosing the tool is a must. Below, we explore five factors that are crucial to think about in order to navigate the variety of options.

1. Integration with External Systems

The telephony system you select should seamlessly integrate with your existing tools and applications. This is critical to ensuring efficiency, streamlining operations, and avoiding the complications that can arise from incompatible systems. Look for a system that works harmoniously with your CRM, marketing, sales, and customer service tools.

2. Size and Scalability

The size of your business and its potential for growth are key considerations. Smaller businesses might need simpler systems, but as your business expands, so will your telephony requirements. The system you choose must be capable of scaling with your growth, accommodating an increasing number of agents and incoming calls. Before making the decision make sure to check the historical data and measure if there is a rising trend in your incoming calls.

3. Tracking Needs

The ability to track and monitor your telephony activities is crucial for improving performance and ensuring customer satisfaction. Depending on your organisation’s culture and size, you might need live data tracking, detailed reports, and various metrics such as missed calls, average waiting times, and agent availability.

4. Automation Capabilities

Automations can relieve pressure on agents by handling routine tasks and inquiries. Different systems offer different automation features, some of which are language routing, redirecting or automated ticket creation. Automation can increase efficiency, reduce errors, and improve customer experience. Contradictory to a common belief, it can also personalize the service – as it gathers all the necessary information from a customer before connecting to an agent, enabling tailored interactions.

5. Features and Ease of Use

Lastly, consider the specific features the telephony system offers and how easy it is to use for managers and agents. Useful features might include defining closing hours and holidays, language routing, and call backs. More advanced features like silent listening are invaluable for onboarding and training purposes, resolving complaints, and ensuring quality.

A telephony system is the foundation of communication for your customer service department. By evaluating these five key factors, you can select a tool that goes beyond basic functionalities and truly supports your business goals. The right system can revolutionise the way you connect with customers and streamline your operations. If you want to know more about available options, features and how they can enhance your business, contact us.