Small Business VOIP - How Important Is That Phone Call?


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In today's presentation we discuss small business VOIP phone service and the questions you need to ask before setting one up for your small business.

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Small Business VOIP - How Important Is That Phone Call?

  1. 1. How important is that phone call? Setting up Small business voip by
  2. 2. 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....
  3. 3. Do you want to present your company as a friendly business or a larger company?
  4. 4. Choices That Impact The Perception Of Your Company:
  5. 5. 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 customer’s opinion.
  6. 6. The Opening Menu: What kind of options do you want to provide to the incoming caller? •Divided by departments (sales, support, billing)? •Separated into categories, (new or existing customer)?
  7. 7. Recording Calls: The announcement “Your call may be recorded for training or quality control purposes” says that you are a big company.
  8. 8. 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.
  9. 9. Do you want to treat all calls the same way?
  10. 10. 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:
  11. 11. 1. What are the common reasons people call your business? 2. Should their type of request be handled by a specific individual, a group of people, or is there a better alternative?
  12. 12. 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 handle them?
  13. 13. 5. Do you want employees to receive and make business calls when they are outside the office?
  14. 14. The answer to these questions will help you develop or draw up a flow chart for how you want the calls to be handled.
  15. 15. 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.
  16. 16. 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.
  17. 17. 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 employee cellphones.
  18. 18. •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 considered good. •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
  19. 19. And Finally...
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