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Using cloud-based phone systems to boost productivity [Part 4]

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The right cloud-based phone system will make your sales and support teams more efficient. And more efficiency in sales and support works wonders for your bottom line. 

Welcome to part 4 of our 6-part Definitive Guide to Cloud Based Phone Systems.

In this post we're examining how cloud-based telephony creates business growth and supports exceptional productivity. 

Let's jump right in...

So, how does a cloud phone system improve productivity and drive efficiencies for all sorts of teams and businesses. Here's how:

 

1. Calls can be answered from anywhere
2. Cross team collaboration is facilitated
3. Outbound calls can be initiated fast, with just a click
4. Work distractions are minimised
5. Call recording functionality supports performance evaluation 
6. Customer call logging generates smarter reporting
7. Easier to track all customer interactions

Answer Calls from Anywhere

You already left the office on your way to an appointment but don’t want to miss any important calls? Without having to redirect or forward the calls they come to you through the cloud. As long as you’re online you can answer calls at any location.

With a smartphone app or a softphone for your laptop, you can be reached under your usual office number even when you’re on the road, on a business trip or in your home office. This gives you maximum flexibility and allows you to call your colleagues from anywhere using their internal extension.

You decide how you want your calls to be handled during business hours and after hours. For example: If you’re not at your desk, the call could go to your mobile phone. If you can’t pick that up your next choice might be either voicemail or your colleague’s extension. In an emergency, you could even redirect calls to your home number. 


With a cloud phone system you can set up multiple ring steps. The order will determine the routing preferences, so the last number will only be dialed if the call isn’t answered before. 

A variation of this is Simultaneous Ring or Call Forking where a number of predetermined phones or devices ring all at once until the call is answered.   

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Increase Collaboration Across Teams

Finding new ways to share resources and information is hugely important to the success of any business. Cloud based phone systems, especially as part of Unified Communications solutions, are ideal for enabling collaboration. As projects are spread across multiple teams, distributing information quickly across many different locations will boost efficiency and productivity. 

Video conferencing provides a valuable means of communication for teams to collaborate on global projects. Launching and hosting video-based calls between multiple parties as part of a cloud solution has certain advantages that general video conference apps simply don’t deliver. 

Extension dialling is one of them. It’s an efficient way to quickly connect callers to a specific party or meeting. Via a conference bridge, a remote worker can immediately be connected to a meeting without having to log in to a separate video conferencing app. 

Screen sharing during video calls is one of the easiest and most effective ways to explain information in a visual way. It allows you to instantly share data, demonstrate processes and illustrate specific points when you’re collaborating on projects with colleagues.  

Initiate Phone Calls Fast with One Click

Click-to-call is a simple but brilliant feature to increase sales team productivity. To initiate a phone call with a prospect the sales rep simply clicks on a telephone number in a contact’s CRM record instead of dialing the number manually. It not only helps your agents connect faster and easier but also reduces the possibility of misdials. 

Outbound campaigns represent an important revenue factor for sales teams. These campaigns, such as pre-sales, require a large number of calls to potential customers in the shortest possible time.

That's why call centers today rely on advanced cloud phone features to automatically handle and control outbound calls so that call center agents can concentrate on their core task, which is being fully present with the prospect. 

Click-to-call reduces clicks for your agents, increases call capacity and helps you accomplish sales goals. All essential call information including call recordings and notes can be directly captured in the CRM to make sure all data is always fresh and relevant. 

Eliminate Distractions at Work

Distractions at work take up more time than you think. 

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That's time that quickly adds up. 

When you need total uninterrupted time to focus let the voicemail-to-email feature of your business phone system do the work for you.

How?

It sends your voicemails to your email as a sound file. 

You can listen to these voicemails later when you have time or on your laptop or smartphone when you’re away from your desk phone.

And the best bit?

By sending voice messages over to your email you make them accessible in multiple locations.  

Voicemail-to-text even goes a step further and transcribes the audio of your voicemails into text so you can read your messages directly from the email.

You can simply read a message instead of having to listen to a potentially long-winded audio over and over to retrieve the crucial information you need.

Finally, there's Visual voicemail.

As the name implies visual voicemail you easily check voicemail by displaying a list of voice messages. You can listen to them in an order and delete them as needed. 

Record Calls to Evaluate Performance

If you’re looking to improve sales volume and strategies, analysing phone calls can be one of your most valuable resources. Recording sales calls can be useful to give you a better understanding of conversations with prospects and how your sales team is performing. 

The call recording feature of your business phone system allows you to capture, record, encrypt and store all interactions between your sales team and potential prospects and current customers. 

Quality monitoring is in fact one of the most common uses for call recordings. However, if you want to use your call recordings to identify sales opportunities you could leverage advanced functionalities such as speech analytics and even sentiment analysis. These will analyse and score all of your calls to provide your sales agents with valuable data and necessary insights. 

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Log Calls to Generate Automated Reports

If your team focuses their efforts on phone sales, one way you can make sure they’re working efficiently is by utilizing the best features out there for the job. Nowadays, all of the best cloud phone systems include call logging. This feature includes the collection, evaluation, and reporting of technical and statistical data about phone calls.  

There are two different types of data related to calls: the actual content (or recording) and the context which consists of metadata such as start time, end time and call duration. All of the call data is systematically captured and stored, which means that your team is free to focus on their core tasks. This allows you to improve customer experience, enhance agent performance as well as overall business performance. 

To maximize the benefits of your CRM it is essential that every single call is logged. Reports can be generated by date, time, extension number and track metrics such as average call length, call outcomes, call time and more. These reports highlight exactly what is going on in your organisation and allow for complete visibility into your sales funnel. 

With call logging you will always know how your sales team is performing. Data is important when it comes to sales and being able to systematically track interactions, analyse performance and follow up on prospects is absolutely necessary in order to be competitive.

Keep Track of All Customer Interactions

Since customer loyalty and retention both affect your company’s revenue, a customer relationship management strategy is vital for your business. A CRM platform helps you keep track of all of your interactions with prospects and customers. 

A CRM allows your agents to gain a holistic view of customer’s details and their buying behavior which helps them maintain the context of their conversation. A CRM system can help you improve business performance by improving sales efficiency, boosting sales effectiveness, increasing upsell and cross-sell opportunities and reducing time to close. 

CRM integration is one of the more advanced features of a business phone system and the return on investment is significant. This feature allows you to connect your CRM account with your business phone system and exchange data between the two platforms. 

And the numbers don’t lie

Adopting a CRM leads to 25% increase in revenue, 25% higher sales productivity and 31% faster case resolution. Effective CRM integration can create game-changing results for your sales team.

Opt into a Unified Communications Solution

48% of organizations say their main collaboration hurdle is ineffective communication between team members. Switching between several different communication tools each day is not just costing employees their sanity—siloed tools cost time and money.

Communication silos in companies eliminate the ability to communicate a unified vision and are seen as a growing pain for businesses of all sizes. Silos prevent resources from being shared among teams and departments. 

This type of communication where certain sectors don’t share information with others in the same company will reduce overall efficiency and contribute to the decline of a productive company culture. 

By opting into a unified communications solution you centralise your team’s communication capabilities. Unified communications combine multiple communications channels such as telephony, video, chat and screen sharing. Through convergence, Unified communications increases user productivity via people-centric communications and provides a consistent unified user interface across multiple devices such as desk phones, mobiles and PCs. 

A Unified Communications solution eliminates the need to use different chat or messenger apps, check multiple emails or communicate via several platforms. The power of one unified platform allows you to integrate all of the ways your team communicates and collaborates and lets everyone work together seamlessly. 

Now that you know how your cloud phone system helps boost productivity, don't miss part 5 where we look at how to optimise it for a better customer experience. 

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Get your copy of the Future of Customer Service ebook and learn how to future proof your customer experience or, find out how Benemen can help your teams serve and sell better, across today’s multi-channels.

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