A hosted phone system can improve customer communications and service consistency in three main ways: 1) By giving customers control over their calls through interactive voice responses and alternative contact methods, 2) Automatically routing calls to the next available agent to avoid missed calls, and 3) Providing call management tools for receptionists to efficiently route calls to the correct departments across multiple office locations.

1. How hosted telephony
is improving customer
communications
Consistency is key to creating a great customer experience
and a hosted phone system can help
www.gamma.co.uk

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

7. www.gamma.co.uk
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

8. www.gamma.co.uk
Using intelligent routing,
customers can be sure
of speaking to the right
person, every time.

9. www.gamma.co.uk
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.

10. www.gamma.co.uk
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

11. www.gamma.co.uk
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.

12. www.gamma.co.uk
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

13. www.gamma.co.uk
Discover more by downloading:
SME’s guide to improving
business performance through
connected communications
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