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Hold the line: 7 things to do when choosing a call centre phone system

Posted by: Schepisi - Friday, October 23, 2015

There’s a lot to think about when it comes to your call centre’s phone system.

You need to think in the now, and assess your current situation, but you also need to think for the future, including the room you may need to grow.

Above that, you’ll appreciate additional features like specialist knowledge and an efficient installation process that encompasses not only the best solution for your business, but the most efficient and least disruptive move.

If you’ve been thinking about your in-house call centre, and whether there’s room to improve, then read on.

A busy call centre needs a suitable business phone system to handle a high volume of calls, plus more great features.


1. Think about the ‘now’ of your call centre…

Define your current situation:

Are you an existing call centre that is growing?

Is your current system proving to be too prone to errors or downtime?

Does your telco neglect to provide you with the best support?

Are you moving from an offshore environment to an in-house call centre?

Does your staff receive adequate training, performance analysis, and do they enjoy using your current technology? Your employees are one of the best assets you have, so give them the chance to voice their opinions or concerns.

Or perhaps you don’t relate to any of the above, or maybe it’s been a vague thought in the back of your mind for a short amount of time. 

Well, you’re in luck. We have a ton of information to provide you, even if you’re not ready to start talking (…yet!)


2. …And about the future of your call centre

If your business isn’t thinking about the future (or is afraid to think that far ahead) then you need a serious intervention!

Your thinking should always be forward: think in the ‘now’, never losing sight of the present, but also think of the future.

Seek help to build a network or solution that will support you now, but will also prove malleable enough to adapt to your future.


3. Don’t settle for anything less than specialist knowledge

You wouldn’t go to a car salesman to get medical advice on a sore throat, much like you wouldn’t visit an optometrist to learn about starting a vegetable garden.

Specialist knowledge is perhaps even more obvious than you realise.

Support staff, IT professionals, managers, customer service assistants, and account managers all hold specialist knowledge and carries clients through the cycle, from initial consultation (and answering any prickly questions) to installation, deployment, and ongoing support down the road.


4. Enjoy smart installation with minimal business interruption or impact

Of course, choosing a new call centre solution is just one part of the journey. Once you have finalised the right solution for your business, we need to start implementation.

Depending on the current state of your system, your workplace environment, the size of your team, and many other specific factors, this process could be simple or prove to be more complex.

Regardless of the size of the operation, you would hope to expect minimal disruption as possible from your telco provider.


5. Consider valuable business phone system features

What kind of features does your current system offer? Do you find value in these features? Are you not sure of the features available, or the benefits they could deliver?

There are a ton of call features, including:

  • Caller information on screen

  • Route inbound calls

  • Call transfers

  • Auto-dialling

  • Call blending

  • Call waiting

  • Reporting

  • Tracking

And those are just to name a few! Speak to us to learn more about each of these features (and more) and whether they might slot into your business phone solution.


6. Don’t neglect initial and periodic staff training

Depending on the complexity of your new call centre system, simple training manuals might be enough to get your team familiar with their new tools.

Anything that cannot be explained through such a guide might require further intervention.

One-off or periodic training sessions might be a great way for your group to not only learn the ropes of a new system, but also presents as the perfect opportunity (that might have been skimped on in the past) to:

  • Sharpen up existing skills

  • Come together as a team

  • Ask questions or seek clarifications

  • Instil pride in your product or service

  • Enhance employees’ professional development

How can you train your team when you get a new call centre phone system?

7. Exercise ongoing support, whenever you need it

Whenever you need it, you should be able to rely on responsive support from your telco provider. Whether it’s an emergency or just a quick question, your provider should offer you the best advice, solutions, and support.

Ever experienced outstanding customer service or support? We’d hope the answer is yes!

Think of the incident. I bet you remember everything about how a company helped you out. That kind of support is seldom forgotten, and often results in lifelong customers (and that’s what you’ll find with Schepisi.)


The first step in choosing a new or updated call centre phone system

Whew – That’s a lot of information to take in.

It can, on the surface, seem a little daunting, but the first step is to reach out. Get a bit of guidance. Tell us a little more about your business needs, your call centre set-up, and your requirements.

We can offer suggestions, advice, and solutions to get your call centre – whether it’s existing or brand new – running like clockwork.

We’re looking forward to helping you out. Contact us now by filling in this form or calling us on 1300 66 44 22. We have offices in many Australian capital cities.


Before you go...

Here are some more blog posts we think you might like! Check them out:

☞ Landline business phone systems vs. VoIP: what you need to know

☞ Five steps to choosing an outstanding business phone system

☞ Business relocation: move (and upgrade) your business phone system


Schepisi is a Telstra Business Partner with offices across Australia.