4 Benefits of a Telephony System That Promotes Collaboration

Have you ever googled a recipe and ended up on an American page with the sought-after dish?

First, you have to get through an SEO-optimized text about ‘Honey Glazed Chicken’ before you actually reach the recipe. Then, among other things, you learn about the origin of the dish, where the recipe creator first came into contact with it, the origin of bees, and how the best honey is produced for this type of honey glaze.

You get it, usually, it requires 4 meters of scrolling before you find the ingredients and the method.

This post is not going to be about Honey Glazed Chicken but about something else just as delicious, namely how a modern telephony solution strengthens your collaboration.

But first… a bit of fluff.

The Fluff Before We Get to the ‘Recipe’

In 1889, the first fully automatic telephone exchange was constructed by American A.B. Strowger, and it was then that the foundation was laid for today’s modern telephone exchanges and if you like modern technology that streamlines workplaces, this post is for you.

My first introduction to telephone exchanges was when I was going to call the school and pretend to be my dad to report myself sick. After pressing through an IVR menu 3 times, getting both misconnected and disconnected, I felt ‘I could do this better myself.’

Instead of a fragmented corporate exchange where departments do not have contact, where information does not follow, and where the opportunities for good collaboration are minimal, you need a telephony solution optimized to strengthen your collaboration.

It spells UCaaS and ties together several tools and channels in one place to thereby break down the barriers between mobiles, softphones, chat apps, and other separate services such as analytics tools and call recording which in turn leads to a more efficient everyday life where users can enjoy a whole bunch of cleverness to strengthen collaboration in a workplace.

4 Benefits of a Telephony System That Promotes Collaboration

Creates a United Team

With a modern telephony solution, you have the opportunity to create the right conditions for staff to collaborate. It starts quite simply, first, the system you use needs to be intuitive and adaptable to work for the broad masses. So whether you work in sales or customer service, you should be able to collaborate with both your department colleagues and those working in other departments.

As everyone is available in the same system, it opens up for a range of smart functions. Everything from trivial things such as connecting a call (warm or cold) to more advanced functionality like sharing a call from one department to another.

And it is precisely with the more advanced functionality that it becomes interesting. Because in our world, it doesn’t matter if you work with sales or support, you can easily share a call, with or without recording, to another department with a comment and the possibility of follow-up. A simple and appreciated way that leads to better customer service.

Increases Company Productivity

Increasing productivity among employees is high on many people’s wish lists and of course, this requires strategies but also smart functionality so that users can spend time on the customer and not on struggling in outdated systems.

Something that we have seen increases productivity is response times in answer groups. This gives agents room to complete necessary tasks, reducing the risk of something falling through the cracks. It could be anything from finishing a case or updating something in a CRM. By creating this space for the agent, the stress is reduced and it becomes easier to ensure that all customer information is updated according to all the rules.

And speaking of CRM systems, it’s something we often talk about when we’re on the subject of productivity. A smart integration that logs calls, shows information about the caller, and provides a direct link directly to the CRM is a game-changer.

Improves Your Customer Service

Smart answer groups in modern telephone exchanges create a sense of control for agents who handle large volumes of calls and if agents experience control, they can instead focus on providing the best possible service to your customers.

As an agent, you immediately see which agents are available and which are busy, besides, you also see what type of call your colleagues are in, it could be a private one or a call from the group. You also see when agents become available again from a busy activity status.

Good service is often used as a USP in a sales process and is therefore something important to invest in. In our answer groups, we of course offer callback, transcription of voice messages, and the opportunity to follow up on missed calls with comments, via calls and SMS.

Exceeds Customers’ Expectations

The telephone system your company uses plays a decisive role in how customers perceive you, as it is often the communication channel that customers use the most to get in touch with you.

Call recordings and analytics tools become important for improving the performance of agents and are a fundamental basis for effective coaching. This type of tool provides a detailed overview covering both individual and team performances and makes it possible to monitor customer satisfaction by analyzing user behaviors and feedback.

Key indicators such as the number of missed calls, the average call duration, and agent availability are easy to evaluate, providing management a basis for data-driven decisions and identification of areas for improvement.

By continually developing your organization, you will always be able to exceed your customers’ expectations.

Better Collaboration Creates Happier Customers

An organization that collaborates with the right technology has all the prerequisites to succeed in its operations. And if you do it right, I can almost promise you that you will create more satisfied customers than before.

If you need help with this, do not hesitate to contact us for more information.