How do you find the best telephone system for your company? The choices facing business owners today can be bewildering. However, if you take your time to make an informed decision, you may be able to meet your needs without destroying the company budget.
Don’t downplay the significance: Your telephone system is still the most important means of reaching clients, vendors and other business associates. It is imperative that they can contact you easily and vice versa. In particular, you do not want key business callers to be disconnected, directed to the wrong party or trapped in an automated series of options.
For starters, there are numerous factors to consider. Although the system must meet your current needs, plan ahead to accommodate expected growth. Furthermore, it can be helpful if the system is compatible with other equipment you already own or need, such as voicemail, messaging-on-hold, headsets and conferencing equipment.
Focus on finding a system that is the “right size” for your company. This often boils down to the number of outside phone lines or “trunks” required by the company and the number of extensions connected to the system. Don’t forget to count extensions for fax machines, credit card terminals, modems and any other type of equipment requiring a phone connection.
Although the exact components will vary, certain features are often offered as part of the standard package. For instance, the system may include an auto-attendant that answers the phone and directs callers to a specific person or department. Note: Even if your company experiences a high volume of calls, you may prefer having a “live” person answer each call.
Conferencing features may also be included in a standard offering. Another common feature is music-on-hold. In addition, the system should enable callers to find people and services at the touch of a button.
The telephones themselves may provide a display of the name and extension of an internal caller, the duration of call and, in some cases, caller ID. The ability to put a caller on speakerphone is also standard in most systems.
Typically, voicemail will be included in a standard package. If it is not, it might be possible to use an existing voicemail setup with a new telephone system you are buying. Consult with the vendor. For companies that have more sophisticated needs, modern systems offer many high-tech features, including the following:
*Automatic call forwarding enables you to redirect incoming calls to employees at home or other remote locations.
*Computer telephony integration (CTI) covers a wide range of applications connecting computers to the phone system. Example: You might use one-click dialing for an outbound call center. This way, employees can use contact management applications to place calls without entering the number manually.
Other CTI applications coordinate incoming calls with caller ID. For instance, a customer’s information may be displayed automatically when an employee picks up.
Automatic call distribution manages incoming calls to maximize efficiency. It can also track calls to help improve responsiveness.
Reminder: Don’t make any hasty decisions. Factor in your anticipated future growth as well as your immediate needs. Take the time to find a system that fits your organization.
