Small Business VOIP - How Important Is That Phone Call?
How important is that phone call?
Setting up Small business voip
Companies like RingCentral, Vocalocity and Jive are
revolutionizing phone service for small businesses. Known
as business VOIP service providers, they offer amazing
features for around $30 dollars per month, per user.
Here are some questions you should consider before setting
up your phone system....
Do you want to present your company as a
friendly business or a larger company?
Choices That Impact
The Perception Of
The Voice Of The Company:
Having a professional record a few
messages will cost less than $100
with Voicebunny. If you serve
many businesses which will never
see your office, a professional
sounding voice may influence the
The Opening Menu:
What kind of options do you want
to provide to the incoming caller?
•Divided by departments (sales,
•Separated into categories, (new
or existing customer)?
The announcement “Your call may
be recorded for training or quality
control purposes” says that you
are a big company.
Unless you have a good reason to
record calls, like taking orders
o v e r t h e p h o n e , t h a t
announcement does more harm
that good, people may associate it
with being served by a large,
unhelpful call center.
Do your want to encourage people calling your business?
Are there certain categories of clients or requests that you
want to prioritize above others? These are questions to be
considered when setting up your phone system.
I would suggest you have a brainstorming session in which
you ponder the following questions:
1. What are the common
reasons people call your
2. Should their type of request
be handled by a specific
individual, a group of people, or
is there a better alternative?
3. Which are the types of calls
you absolutely want to speak
to a live person?
4. Are there certain times of
the day / situations in which
your business is flooded with
calls? how do you want to
5. Do you want employees to
receive and make business
calls when they are outside the
The answer to these
questions will help you
develop or draw up a flow
chart for how you want the
calls to be handled.
You can set-up your VOIP phone system to send calls to
several numbers at once, or a specific number. If a call is not
answered within a certain period of time, you can forward it
to a different group of people, ring on someone’s cell phone,
or get placed into voicemail.
There are different key ideas that are embedded in the
example just described:
1) Most of the VOIP service providers have apps that work on
iPhones and Android phones. So if you have a workforce which
is traditionally away from the desk, they can now respond to
customer calls using the business phone number.
2) Through the use of call menu options you can segment
incoming calls into higher and lower priority groups. For
higher priority calls, you can increase the chance of the caller
speaking to a live person by having the call ring on multiple
extensions, forward to few numbers if unanswered, or go to
•The longer it takes for a call to be answered, the more likely the
caller will hang-up.
•Answering 80% of the calls with a live person within 30 seconds is
•You may want to encourage callers to look for information on your
business website or they may be willing to wait longer to be served.
Keep In Mind Your Objectives