Business Communication Systems
How often do you wish you could change operations to satisfy a customer need? To
communicate more efficiently with your own internal customers? To set up floating
call centers and temporary work groups to handle changing personnel and varying
call patterns? Bottom line: how to get a lot more done in a lot less time and allow
customers to benefit?
Businesses of today and the future rely on the ability to move information on demand--voice,
data, video, text, and image. Building a voice platform with versatile integration
capabilities and powerful communication features is paramount to that success. At
CTS Technology Solutions, we can provide business telephone systems that can deliver
changeability to help keep businesses ahead.
Automated Attendant
Automated attendants help ensure that calls are answered and routed quickly and
efficiently. These systems can also place callers on hold, inform the caller how
many calls are holding ahead of them, and update this information. They can even
screen calls and announce the name of the caller, give the user the option of taking
the call or sending the call to voice mail. Users can leave several messages through
a single call, hear an assortment of pre-recorded announcements, and set up custom
mailbox options. Other features include:
- Utilizing visual display of voice, text, and fax messages from a PC
- Recording Phone Conversations
- Using Voice Mail Messages As Attachments To Documents
- Keeping Record Of Calls
- Having Special Greetings When The Phone Is Busy
- Creating Message Groups
Call Centers
Managing an effective call center is challenging to say the least. How do you balance
the demands of increasing customer expectations and shrinking budgets while creating
a call center environment that attracts and retains quality staff? Managers can
customize the call center to their specific requirements, adjust call patterns,
set skills-based routing profiles and assign agents to multiple queues to determine
exactly how each call will pass through the call center at any given time of the
day, whether traveling via the web, email or telephone.
Benefits of a Call Center
- Improved response times and customer service levels
- Higher staff productivity and reduced operating costs
- Lowered abandonment rates
- Effective handling of priority customers
- Better information management
Voice Mail
With voice mail systems, calls are answered and routed quickly and efficiently.
With several customizable options, voice mail systems can help organize office messages
quickly and efficiently as well as provide friendly customer service, thus saving
you time and money while maintaining your professional image.
There is simply no place for long call holding periods, incorrect routing, or lost
messages in today's business. The consequences could mean a loss of customers and
business. When it comes to the way your company handles incoming calls, there are
many things that are important to you — image, accuracy, and call handling.
A voice mail system lets you handle a voice message as you would a paper message.
You can store the message, copy it, and send it to one or many people with or without
your own comments. When voice mail helps business it has enormous benefits, which
contribute to effective business communication, and is far superior to an unanswered
phone call, a misplaced message or an answering machine. With a voicemail system,
your business will receive standard benefits such as:
- Reduces unwanted interruptions. For every interruption it takes
7 minutes to return to the same level of concentration prior to the interruption.
Multiply the number of interruptions per day by the number of employees. This adds
up to wasted time, decreased productivity and a direct decrease in the bottom line.
- Increases efficiency by 10% to 20%. Even smaller offices reap the
rewards of voice mail.
- Shorter calls. When you leave messages on voice mail, your calls
are invariably shorter. You get right to the point. Live communications encourage
"chit-chat" - wasting time and money.
- Reduce labor costs. Instead of answering phones and taking messages,
employees are free to do more vital tasks.
- Fewer callbacks. In some cases, callbacks are reduced up to 50%.
- Improved message content. Voice mail is much more accurate and
private than sticky notes or pink slips.
- 24-hour availability. Voice mail can be set up to page someone
after hours, ring a cell phone, or a home phone.
- Improves customer service.
Call Accounting
This software provides traffic analysis, call record, caller abuse/misuse, and cost
allocation reporting capabilities.
Provides reports that allow businesses to effectively manage the calls coming into
and out of their business.
Features
- Traffic Analysis: Identifies levels of high and low traffic to
aid in planning staff requirements.
- Record of Calls: Provides record of every incoming and/or outgoing
call. This report will tell you the length of the call, time and date of call, what
extension or what authorization code made the call, what number was dialed and if
you have caller ID, will provide you with the incoming caller’s telephone number.
- Caller Abuse/Misuse: Report of expensive 900 numbers or unauthorized
long distance calls. Also reports on frequently dialed numbers which can demonstrate
key customers or caller misuse.
- Cost Allocation: Allows you to allocate the cost of calls made
so you can pass the cost on to guests/patients or clients.
On-hold Advertising
Many businesses don't realize that customers and prospects often form their opinions
of a company based on the first phone call they make to that company's office. The
more professional the experience is while waiting on-hold, the better image you
will portray to your customer.
Businesses spend money every day advertising products and services to customers
in an effort to get them to call your business. Yet 70% of all callers are placed
on hold, many for up to a minute or more. While on hold, customers hear one of the
following: silence, music, radio, or company advertisements and on-hold messaging.
What an excellent and cost-effective way to promote the business to every single
caller who is placed on hold!
With on-hold messaging, your business can:
- Professionally record messages to give callers the impression of a successful and
professional company.
- Enhance and support your marketing strategies by selling products and services that
you offer to customers and prospects.
- Keep your customer's attention and possibly interest them in new products and services.
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