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1 From HOW TO CHOOSE THE RIGHT OFFICE PHONE SYSTEM FOR YOUR BUSINESS Interactive document GOECO

2 LATEST OFFICE PHONE SYSTEMS This guide aims to give you up-to-date information on the latest office phone systems and features that are currently available on the market. We like to keep things simple so you can make a decision based on your business. But, rest assured, our team know their VoIP from their PSTN. We aim to help you make an informed decision by simplifying the technical jargon that surrounds office phone systems. When you are considering a new phone system, you need to know that you are getting the best service from a specialist who understands your requirements. We will help you select the right office phone system for your needs and ultimately, help you make the right investment. 2 LATEST OFFICE PHONE SYSTEMS

3 IS IT TIME TO UPGRADE MY OFFICE PHONE SYSTEM? An office phone system can revolutionise the way you work. It can save you time, increase your revenue, improve staff productivity and ultimately boost your profitability. Modern office phone systems have a number of features designed to increase efficiency and help grow your business. Is now the right time to upgrade? The answer is yes if any of the following are relevant: UPGRADE Relocating your premises Number of employees has increased The need for voice capacity in your company has increased Your old system has become unreliable You require a more cost effective solution You want to generate more sales You need more flexibility and functionality from your office phone system Did you know a new office phone system could help reduce your carbon footprint? You ll have a tree planted through our Trees 4 Business Scheme if you upgrade with us. You will also be helping your employees communicate more efficiently from remote locations and reduce unnecessary travel to clients for staff. Trees 4 Business 3 IS IT TIME TO UPGRADE?

4 WHAT DO YOU NEED FROM A NEW OFFICE PHONE SYSTEM? Before contacting suppliers for a new office phone system there are a number of things you should consider to ensure you receive a system suited to your needs: How many users would benefit from a phone on their desk? How reliant is your business on the office phone system operating? Do you need to monitor staff performance more efficiently? Do any of the calls go through an automated assistant before reaching the desired contact? Will you be taking on new staff in the near future? Will your staff be working remotely in the future? Will your new office phone system be expected to work alongside CRM databases, such as Dynamics or Salesforce? UK business is losing 31.6bn (yes billion) each year because they fail to answer client calls *survey by Vodafone 4 WHAT DO YOU NEED?

5 WHAT FEATURES SHOULD I EXPECT? Choosing the right features for your office phone system will drive both efficiency and productivity while saving you money in the long run. Functionality of your current system will be a necessity, so it s important to consider features that may be offered from your provider that could increase your productivity, marketing reach and generate more revenue. Some of the features available on the market today include: FEATURES Call Recording Call Recording software enables you to capture every phone conversation that comes in and out of your business. You will have an actual record of what has been said which can be saved to your CRM system to help improve sales and customer service. It also provides a valuable resource for delivering staff evaluation, training and development. On-Hold Marketing Are your callers placed on hold? Use this as an opportunity to tell them about your latest offers. You have a captive audience looking for your services. This feature can be controlled by you, or find a telecoms partner who can regularly update your messages. Why is On-Hold Marketing important? 70% of business callers are placed on-hold. 90% will hang up after 40 seconds if confronted with silence 34% of callers who hang up will not call back 88% of callers prefer on-hold marketing to other options 20% of callers who hear on-hold marketing make a purchasing decision based on information they have heard 90% of on-hold marketing users say it increases product and service awareness 5 WHAT FEATURES SHOULD I EXPECT?

6 FEATURES Computer Telephony Integration (CTI) Links your computer with your office phone system, giving you a number of benefits. CTI allows you to allocate a phone number to a client record in your customer database. This means when they call you will have instant access to their record so you can greet them in a more personable way and see any notes from previous conversations. Call Reporting See comprehensive reports on call traffic, including your busiest time of day to help you organise your resources. Call Reporting also shows any missed calls such as those received out of working hours. You can then pro-actively call them back to ensure you do not lose potential business. Intelligent Voic This is probably the part of the office phone system you are most familiar with, but there have been huge advances that make voic far more intelligent. New features include notifications, so you can receive voic messages within an message. You can also redirect a caller using call forwarding if you would sooner have them speak to a colleague than leave you a message. Wallboards Display key information with digital display wallboards to improve productivity and communication within your business. A wallboard can make your sales team more competitive. You can also show important information on a screen in the office for all your staff to see. 6 WHAT FEATURES SHOULD I EXPECT?

7 FEATURES Conferencing Hold conference calls with colleagues and record everything said during the meeting. Transfers If a customer calls in for someone specifically, call transfer ensures they can always reach them. Whether a colleague is working from home or away from the office, calls can easily be transferred to them directly. Extensions Status See who is away, who is engaged and who is free even if they aren t sitting next to you. The extension list will show you all of this. You can also call your colleagues directly at the touch of a button. Digitally Enhanced Cordless Telephones Digital cordless handsets allow users to stay in touch wherever they are in the building. It eliminates the I m sorry he s not at his desk at the moment scenario. They are really useful for companies with warehousing or factories, they are also essential for anybody who spends a lot of time in different areas of the building. VoIP versus traditional phone lines VoIP refers to Voice Over Internet Protocol, meaning that call data is carried over the internet rather than traditional phone lines. VoIP offers substantial cost savings over traditional long distance phone calls. The main disadvantage of VoIP is a greater potential for dropped calls and degraded voice quality when the underlying network is under a heavy load. If you are considering VoIP you should check your broadband capability first to see if it will be able to support this. Some suppliers can offer a hybrid system which gives you a backup if your broadband fails. 7 WHAT FEATURES SHOULD I EXPECT?

8 FEATURES Call Monitoring Review the performance of individual employees by reporting their call activity, missed calls and average call length. Headsets The introduction of headsets have helped many companies. The use of a headset allows a worker to operate hands-free, letting them multitask, move around the office, make notes and increase productivity. The use of headsets helps you to comply with EU health and safety directives by reducing possibility of RSI, back pain or headaches for your employees. Interactive Voice Response This technology allows clients to interact with your telephone system by entering information vocally. You can speed up customer interactions with your organisation and get them to the right personnel or team speedily. The number of SME s has increased 1.8m up51% since 2000 This highlights now more than ever the need to be competitive and stand out in your field. Your office phone system could help you achieve this. 8 WHAT FEATURES SHOULD I EXPECT?

9 DOES THE PRODUCT MAKE BUSINESS SENSE? Will it cost you anything up front? Is the net result of the upgrade a saving or a cost to my business? If so, will the value outweigh the additional cost? Can the office phone system cope with expansion as your company grows? As your business grows you need to ensure your provider and chosen office phone system can cope with expansion. Will there be any down time? Most office phone system installations are undertaken within 2 days. You need to make sure your provider has experience in limiting the impact on your business. SUPPORT, SERVICE AND AFTER CARE Your office phone system is no doubt a key platform to running your business successfully by communicating effectively with both internal staff members, customers and suppliers. You need a system that you can rely on, and if something does go wrong, a supportive, fast reacting service is there to help you get you back to normal. Make sure your supplier has a support Service Level Agreement, which will give you the confidence that your in safe hands. The industry works to a standard of 2 hours for most faults to be rectified with major faults taking a maximum of 24 hours. 9 WHAT DO YOU NEED?

10 HELP YOUR BUSINESS GROW... BY UPGRADING THE ROOT OF YOUR COMMUNICATIONS. 10 HELP YOUR BUSINESS GROW

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