Gaining a competitive advantage is what the business world is all about. No matter how small your enterprise, there will be other in your field, and your space, directly competing with you for business.
This is 2017. And, as such, the first port of call for most prospective new customers will be your website, or possibly one of your social media outlets. Either way, these days it’s the norm for people to validate a company by checking out its online standing.
And, what is more, the way people are accessing the internet has also undergone a seriously revolutionary change over the past 5 years or so. Whereas in the past, the most common means for accessing the internet was via a desktop or laptop computer, last year Google confirmed that more internet searches now take place on a mobile or tablet device than they do on traditional PC computers.
Indeed, the whole world has moved online, and the online world has unequivocally gone mobile. And this is a great thing for business, as you will already know. When people are visiting your site on their mobile devices, you will of course be presenting them with the convenient option of a clickable phone number, which will instantly make your business phone(s) start ringing.
But what happens then? If you’re a small business that’s constantly working out in the field, it may not be at all appropriate if your mobile phone starts ringing whilst you’re in the midst of a job or dealing with another customer. Indeed, it may be the case that you use the same phone to take both your personal and business calls.
Whilst this may have seemed like the most convenient solution when you first started up, you will probably have come to the realization that you’re missing a lot of calls and potential business whilst you’re either unable to reach your phone, or perhaps engaged in a call already with your better half.
Of course, most larger businesses won’t ever be faced with this problem, as there will be a dedicated team to handle all client calls and organize the field workers’ schedules accordingly. However, when you’re trying to run the whole show on your own, you’re going to need some help to always stay professional, and not let all those potential customers give up on you over one of your competitors. And the answer lies in a hosted PBX solution.
Giving Your Business that Professional Edge With Hosted PBX
By signing up to a hosted PBX service, you will be accessing a sophisticated phone system that will provide a huge boost to your professionalism, which is particularly useful for a 1-2 person business. Hosted PBX requires no additional hardware or special expert set-up – everything is managed in the cloud by your provider and can be used directly in conjunction with your existing mobile device.
With hosted PBX, you will be able to route several numbers to one phone and access a wide range of professional features and business capabilities that your business need to stay competitive in today’s market.
But, beyond convenience, there are plenty more attributes to a hosted PBX service that will give your small business a professional edge. Here, we list our top 5.
1. Make Your Business Appear Bigger Than It Is
Giving your business the appearance of being a large operation instantly adds credibility, and you can do this quite simply with an auto-attendant feature as part of your hosted PBX solution. An auto-attendant literally works as a virtual receptionist, which can answer and handle calls 24/7, making you always reachable and always open to take enquiries about new business.
2. Creative a Positive Hold Experience For The Customer
No one likes being put on hold, but, when you’re a small business, this is inevitable from time to time. But, you can make the experience a positive one with hosted PBX with professional hold music and ring-back tones that you personally choose to reflect the image of your brand.
3. Call Forwarding
When someone calls your business number, with hosted PBX you can choose which phones ring, be it your mobile, your home phone or the phone in your office. With features like find me/follow me call routing, your phones can be configured to create a list of phones that will ring before the caller gets pushed to voicemail. So, for example, you might have your office phone ring twice, but on the third ring your mobile starts to ring, and then on the fifth your home phone.
4. Call Transfer
With Hosted PBX you can also directly transfer any call that you receive to any other phone number, without having to give this second number away to the caller. For instance, many one person businesses will often have a partner that helps with accounts or billing. If you receive a phone call from a client who wants to discuss these issues, you will be able to simply transfer the call over to your partner’s mobile instantly, without having to ask the customer to hang up and redial a different number.
5. Virtual Switchboard
Even if you’re running your business from your bedroom – or there are 3 of you all running the business from 3 separate bedrooms in 3 separate locations – giving out home numbers is not something that you will be wanting to do. Nor will it be convenient to stick a redirect on your home phone to your mobile whilst you nip across the way to get yourself a sandwich at lunch time. And with hosted PBX you won’t have to. Instead, you get a virtual switchboard that you control, routing calls through to your mobile or the internet phone in your home office. You’ll have full control and you can add extensions as your company grows. No PSTN (public switched telephone network) or ISDN (integrated services digital network) lines, and all the calls within your company are completely free, so you can call your colleagues for nothing – just as if you were in the same office.
Publish Date: March 2, 2017 5:00 AM
|1.)||Call Center Masters|
Giving consulting services to call centers
|2.)||CC-CMM Certification Institute|
Service Journey Thinking
Service Journey Thinking is a comprehensive approach for improving the experience customers have along the service journey. It considers the service journey not only from the customer’s perspective, but it also examines the components that support the experience, including people, technology, processes and policies. By applying Service Journey Thinking, COPC Inc. helps brands promote greater efficiency, improved performance and reduced cost within their operations. For customers, this means reduced effort, improved satisfaction and enhanced loyalty.
Call Centers, Contact Centers and Cloud Solutions Consultancies
|5.)||Customer Support Asia|
Customer Support Asia assures the success of service offshoring initiatives in the Philippines. Our consultancy serves both:
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We support both contact center services and "back office" BPO projects, limiting our practice to sites in the Philippines
PH: +1 919 446 5114
Contact Centre Specialist Consulting
CX Consult provides specialist contact centre consulting with decades of experience across Australia and Asia/Pacific lead by industry expert Justin Tippett. Services include health checks, optimisation, outsourcing (local and offshore), technology upgrades, strategy and more.
Whether you have a 5 seat contact centre or a large multi-site operation we'll provide you with expert advice to ensure you can achieve your business objectives.
PH: +61 3 9008 7287
|7.)||ERIC YOUNG ASSOCIATES (Tele-Centre Assist Inc.)|
Contact Center Consulting & Profit Improvement (Lean Six Sigma), Inside Sales, Efficiencies, Call Center Audit, Technology & vendor selection, Telephony, Recruiting, Training, Performance Management, Customer Journey Mapping, Software (CRM) Implementations
PH: (416) 498-9440
|8.)||Lieber & Associates|
Contact Center Consulting
Lieber & Associates assists organizations with contact center issues.This includes management, processes, training, and technology. The firm's assessments evaluate and make recommendations for 15 call center areas ranging from call seasonalities to staffing to better use of the telephone systems. Contact center technology services range from new technology selection and implementation to problem-solving and optimization to technical trouble-shooting. Senior consultants have more than 20 years of experience each and are leaders in their discipline. Clients span most business sectors.
Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.
PH: 08450 569800
|10.)||Outsourcing Solutions Europe|
Outsourcing Solutions Europe is an advisory firm that helps companies to find the right contact center/BPO partner to serve European customers
We can help You boost Your business results by:
- Building or developing high performing multi-channel customer care operations
- Improving metrics like Customer Satisfaction, Net Promoter Score (NPS), Customer Effort Score (CES), First Contact Resolution (FCR), Customer Retention rate, Inbound conversions
- Developing Your teams' skills to excel front and back-office operations and Customer relations
- Preparing and executing efficient Voice of the Customer and Customer Advocacy approach
- We will help You manage challenges and risks when changes affect people, operations and technology.
PT VADS Indonesia provides consultancies with trainers, modules, a development programs for individuals and/or teams. Types of consultancies provided by PT VADS: Knowledge Process, Transformation Consultancy, Customer Services, Contact Center, Leadership, Interpersonal Development, Motivation, Training for Trainers and Digital Marketing.
|13.)||SCC Services Group|
Contact Center Operations Performance Management
In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.
Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.
Our consulting practice puts emphasis on:
- Contact Center Operational Assessments
- Human Capital Management
- Organizational Structure
- Brand Marketing
- Strategic Planning
- Sales and Customer Care Tra...
|14.)||The Taylor Reach Group|
Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.
Taylor Reach has worked with contact cen...
|15.)||Triad Services |
Services Triad is a consulting firm with experience in the field of customer relations. He will celebrate his 25th professional anniversary in 2021. His facilitation skills and creativity allow him to work on many transformations related to the operational management challenges of customer contact centers.
With the support of his consulting team, he collaborates to many projects in Canada and abroad for public and private sector organizations. More than 275 consulting assignments and 150 benchmarking studies are part of his curriculum.
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