Communication has evolved. With instant messaging, social media and mass-market video conferencing now at the world's fingertips, overlooking the importance of a great phone system is a common mistake made by business owners.
Happily, the prevalence of high-speed internet connectivity, powerful mobile devices and a significant reduction in the size and cost of hardware means that businesses can invest smartly in phone systems which won't break the bank. These business phone systems can provide a level of connectivity and flexibility simply unheard of even 10 years ago.
Broadly, there are 5 types of business phone system to choose from:
The lines between office phone systems and other elements of business communications are blurring. 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.
Armed with the knowledge above, it's time to ask yourself 3 questions:
Consider exactly what you need to do with your phone system and how you expect to use it. For example, will everyone be based in one place or will they roam? How many people are you connecting?
Build up a clear picture of the volume and type of calls you expect to make and receive and think about how you expect your business to grow; it is important to choose a system that can grow with you cost-effectively.
Works by connecting a business phone number to one or many mobile phones and landlines. Software is used to set up call-forwarding, queuing and phone tree feature.
Ideal if you're a sole trader or run a business that consists of remote workers.
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Works by using your internet connection to provide your business phones with connectivity, rather than traditional copper wires.
Ideal if you're a small to medium-sized business with a mixture of on-site and remote workers that wants the features of a sophisticated phone system for a reasonable outlay.
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The way in which you host your VoIP phone system will depend largely on the space available for telephony equipment and your budget.
Self-hosted systems offer peace of mind that the hardware is entirely within your control, but cloud-based VoIP is quicker to deploy and easier to scale should your business grow.
Works by using traditional copper telephone lines and is typically supported by your local or regional phone company.
Ideal if you suffer from poor internet access and/or are a large business with the in-house technical staff and hardware infrastructure required.
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VoIP and virtual phone systems should be the first option for your business, but if you are hampered by a poor internet connection, it is worth revisiting the types of traditional phone systems available to you.
There are two traditional phone systems which small businesses have relied on for many years:
If you'd like to take the business of processing calls completely off your premises, you could benefit from the rise in virtual reception desks or 'eReceptionists'. This essentially means outsourcing your call centre to a third party which deals with all incoming calls for you and routes them through to your own number if required.
If you're a seasonal business or sole trader wishing to give clients big company telephone service, outsourcing your phone system entirely may be the best option.
The benefits of virtual telephone systems and VoIP are hard to ignore. Advancements in technology have brought solutions previously reserved for large corporations to the masses.
The new breed of telephone systems has introduced a raft of advanced features which can speed up your business processes and increase customer satisfaction. They include:
Because telephone system requirements vary, it's important you find an appropriate supplier. A good way to start is to seek recommendations from similar businesses. It's also worth speaking to your existing IT supplier, as many will offer the latest in VoIP and virtual telephone technology.