Discover how a hosted phone system can play a crucial role in improving customer communications.

1. How hosted telephony
is improving customer
communications
Consistency is key to creating a great customer experience
and a hosted phone system can help
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2. Customers love a consistent,
positive service experience.
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3. 92% of consumers in
the UK have switched
supplier at least once in
the last year because of
poor customer service.
– NewVoiceMedia.
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4. But how can your telecoms
system help support a consistent
service delivery?
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5. www.gamma.co.uk
Give your customers control
Consumers hate voicemail:
75% of purchasers faced with
an automated telephone system
will not leave a voicemail. 85% of
those people never call back.
– Answer-4u research.

6. www.gamma.co.uk
Many hosted phone systems have an Interactive Voice Response (IVR) feature.
A tailored IVR is an excellent way to help:
• Allow customers to route their own calls to the correct departments
• Offer an alternative to voicemail that provides an automated message
offering other contact methods
• Reduce waiting times and call queue lengths

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Never miss a call
A hosted phone system also allows for
intelligent call routing:
• Incoming calls can be routed to the
next available extension or hunt group
• Calls can be diverted or twinned
with employee smartphones to be
answered away from their desks
• Call plans can be created to route calls
in different circumstances e.g. bank
holidays or unexpected office closures

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Using intelligent routing,
customers can be sure
of speaking to the right
person, every time.

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Drive internal efficiencies
Many hosted phone systems will also
offer a ‘receptionist console’ that can offer
enhanced call management features for
employees controlling the majority of
inbound calls to your business.

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Using this console operators can:
• Utilise softphone capabilities to quickly and
easily route calls to destinations via their desktop
• Gain a complete view of the entire company
network to assess resource availability
• Direct calls to branch offices or offsite extensions
• Divert calls to free extensions

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Customer calls can be routed to their correct
destinations quickly and easily, minimising call
abandonment rates, improving customer service
delivery and ensuring consistency, particularly
for businesses with multiple office locations.

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Takeaways:
A hosted phone system can help
your business to deliver a consistent
customer service experience by:
• Giving customers greater
control over their own support
experience
• Automating call routing to
connect calls to real people
wherever possible
• Enabling more efficient manual
routing to ensure experiences
are consistent across every site

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Discover more by downloading:
SME’s guide to improving
business performance through
connected communications
Download your free eGuide now