Virtually every company needs a good office phone system - complemented by mobile phones - to communicate effectively.
Modern office phone systems typically combine different kinds of equipment and services in order to meet your company's needs. These can include:
The lines between office phone systems and other elements of business communications - like email and your internet connection - are becoming more blurred. This has led to the emergence of powerful unified messaging systems, which tie together different communication tools.
A good unified messaging system is very flexible. For instance, it can automatically divert calls to your mobile when you're out of the office or display data from your CRM system when a customer calls. The best way to explore the options is to speak to an IT supplier.
It's important to plan your small business phone system carefully. Consider exactly what you need to do with it and how you expect to use it.
Build up a clear picture of the volume and type of calls you expect to make and receive. Think about how you expect your business to grow, and whether you have special requirements, like equipment which needs to be plugged into a phone line. You can then start to decide what type of office phone system you need.
There are two main types of office telephone system:
Switchboard systems have changed a lot from the days when you had a big box in your business which moved switches to connect different lines. Modern business phone systems have software-based switchboards which route calls to desk phones through your company's computer network cables.
It can cost from £1,000 to set up a switchboard system in your business. Alternatively, you may choose a service which handles switchboard functions externally. This gives you the benefits of a switchboard without having to install and manage equipment in your company, usually for a fixed monthly cost.
You can also consider outsourcing elements of your business phones completely. For instance, a virtual reception can answer calls for you. Or you can outsource your call centre – this can save money, particularly for seasonal businesses.
New technologies like conference calling and VoIP are changing the way business phone systems function. They are enabling new features and greater flexibility. For instance, you may be able to get:
As well as making sure your office phone system has the right features, there are some management issues to consider. Establish clear procedures for when staff leave and join your business, and make sure your IT policies explain what constitutes unacceptable use of your telephone system.
Because telephone system requirements vary, it’s important you find an appropriate supplier. A good way to start is to seek recommendations from businesses like yours. It’s also worth speaking to your existing IT supplier, as many will offer telephone systems.
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