The telephone switchboard also designed for small businesses makes work easier and more profitable, not only for those in service, but also in sales or marketing.
The market offers different configurations with features and capabilities that until some time were really hard to imagine. Yet there are still many companies that use traditional phone systems and do not think they have valid reasons to change it, compromising the optimization of investment and productivity.
Pandemic in this regard has pushed the accelerator and revolutionized not only the way of working, but also the tools needed to do so. Even the choice of switchboard was put back into play, the telephone in fact represents one of the few touch points that ensured continuity and assistance to users even when activities were closed.
Nowadays it is important to be reached by your users not only when you are in the office, but also on the move, such as during smart working.
To connect devices and employees, many businesses still use PBXs over Internet Protocol (IP) networks, yet many companies are thinking about moving to VoIP (Voice Over IP) phone systems based on cloud, by their nature versatile and able to work on any device, regardless of where you work from.
power2Cloud is partner of Aircall in italy. Have you ever heard of it? It is a cloud-based VoIP PBX that integrates voice to all your business applications, with features and benefits useful to the customer experience and your productivity. Our team also uses it successfully.
Before we tell you about it, however, it is important to understand opportunities and differences between landline and software phones so that your choice is an even more informed and forward-looking one. Of course, don't forget to consider costs, features, and your needs, both for incoming and outgoing calls.
So, if you too are thinking of purchasing and upgrading your small business's phone system keep reading this article, otherwise contact our team directly.
What is the perfect PBX for small business?
Many office phone systems are designed for very structured companies, those with a large number of employees, perhaps spread across multiple locations.
Small businesses often lack the budget or infrastructure for enterprise-grade telephone systems, however, they need as much as anyone a PBX that gives them the ability to communicate constantly with their partners, suppliers, and customers, optimizing their investment.
To find the right features and options for your small business, it is helpful to understand how different phone systems work.
A small business telephone system is a set of interconnected office telephones that offer advanced features such ascall handling and transfer, conference calling, and voice mailboxes.
Small business phone systems can be organized by a few phones as a PBX system that has a number of outside lines, suitable for your business if you need to handle multiple calls.
With the right system, you will also be able to support more sophisticated equipment and scale up as your business grows, leveraging this tool to achieve your business goals.
The small business telephone system can operate on a public telephone network (PSTN) or on the Internet using VoIP or a combination of both.
Businesses have two types of phone systems for small business to choose from, includinganalogand digital systems, which work in very different ways.
The former are rather simple, sending electrical signals through copper wires to the telephone system; while the latter work by sending signals as "packets" of voice data over the Internet, receiving them using specific software.
Cloud switchboard vs. traditional switchboard: what you need to know
To avoid confusion, let's take a look at the differences between cloud-based phone systems and traditional ones that require hardware. Here are some aspects that are usually considered:
- Call experience .
- Reliability .
- Security .
- Cost for installation time .
- Scalability .
- Features and options that meet business needs and functions
Cloud-based phones, also known as softphones, use software installed on devices such as computers, mobile devices, laptops, and tablets to make Internet calls via VoIP.
Softphones retrieve customer information throughintegrations with other applications (see for example the case of the CRM HubSpot) on the device's screen and have features built into the app such as microphones and cameras.
Thehard phones on the other hand generally refer to the traditional devices that we still find on many desks in the office.
They usually work using PBX configurations and local lines, but they can also make outgoing calls over an IP network if they are designed to do so.
They usually do not easily offer the integrations and flexibility of cloud-based phones, but they are seen by many as a more reliable phone system for call quality because they do not need an Internet connection to work.
What are the other differences between cloud-based and traditional phone systems?
Traditional small business telephone switchboard
- Uptime advantages (not dependent on Internet access)
- Consistent user experience
- More expensive
- Users must be in the office to use them
- Requires a physical (hardware) phone on each desk
- It runs on a separate network from other Internet-based platforms
- Security measures must be applied internally
Cloud phone switchboard for small business
- Potential for lower call quality when applications compete for bandwidth
- Less expensive: do not require the purchase of additional equipment (hardware). You can use it from any device you already have such as tablet, computer, mobile device
- Allows employees to work outside the office even while smartworking
- Requires installation of an application on an existing infrastructure
- It has the ability to work for distributed teams and remote teams as well.
- Security and updates are handled by the software company, you have no worries
The most important functions of a small business telephone system
The small business telephone switchboard is an essential tool that can grow with your business.
You may need, for example, to activate a new number and a new location suddenly or reduce the telephone lines you have during periods of inactivity. You need to be able to do this with freedom, flexibility and speed, even to the benefit of your budget.
When reviewing available features, remember to be forward-looking. Consider not only those that meet your current needs, but also those that will allow you to scale in the future.
No one wants to invest in a tool that soon becomes obsolete. Even small businesses want to rely on a reliable tool, to build their strategies over time.
If you are getting overwhelmed by the sheer number of options, we recommend that you first evaluate the benefits and costs of additional features:
- Compatible with remote work
- IVR functionality
- Automatic Sales Dialing (formerly known as Power Dialer): your sales agents can quickly compile a list of numbers and call them all with one click
- Compatible with mobile phones
- Custom voicemail
- Caller ID
- Conference calls and call whispering (this feature allows you to give advice to an agent during a sales or support call without the customer noticing)
- Functions for taking notes and sharing
- Microphone deactivation
- Custom music for hold or messages
- Compatibility with earphones
- Call recording accessibility
- Quick call/reselect
- Guarantees and remote support
- Call Forwarding
Advanced technology also enables you to offer an interactive voice response system, or IVR , as a self-service tool for your customers, helping to reduce call volume for frequent problems.
This type of system allows agents to concentrate on handling more complex problems.
Once you have chosen the functions of your telephone switchboard, you can work on training agents to use them to the fullest.
Evaluation of business phone systems
The choice and use of this or that telephone service varies greatly from one company to another.
Small business telephone systems do not have a single feature. VoIP technology has evolved, offering many options and the ability to customize the PBX according to specific tasks and needs.
A useful approach to evaluating telephone systems for small businesses is to consider issues related to reliability, usability, availability, cost, scalability, and vendor reputation, as well as the features needed for your business.
Reliability
Find out if the vendor can give you an idea of the expected failure rate. This is an important factor, because you can't be the first to find out that you have a vendor new to the market and a system that has not been thoroughly field tested.
Usability
A demo of the switchboard will help you see exactly how it works. In particular, your users will provide valuable feedback with respect to those features most useful for their work.
Availability
Ask what downtime you can expect, due to what factors, and how your company will address it. Inquire about any SLA to ensure quality.
Cost
What are the costs of hardware and software. Consider the costs of minutes for outgoing calls, long distance calls, and additional numbers/lines when asking for information.
Scalability
It's a good time to also ask about the system's ability to increase or decrease based on your future needs. Examine potential cost increases and decreases depending on utilization. In addition to calculating PBX costs, also anticipate those related to training, network, and utilities.
Reputation and vendor references
Your small business telephone system is an investment, so it is important to consider the reputation of the vendor. Partners and associates can give you valuable feedback on the experience and financial stability of your callers.
Architecture
Detail and ask for more information about how the system was designed. Does it work immediately without the need for additional technology?
Inbound and outbound calls for a small business
Inbound and outbound calls refer to the types of support your agents offer to all users. Let's take a quick look:
Inbound calls
- This is the traditional approach for telephone services to customers.
- This refers to customers who call your company with a request for information or service.
- Provides a single point of contact for all questions about services, payments, and orders.
- Agents must have technical and product knowledge to respond to users or know which experienced colleague they can transfer the call to.
Outgoing calls
.- This is a proactive approach to Customer Service.
- Agents contact customers for follow-up activities.
- Offers an opportunity to inform customers about new products or updates.
- Call center call center agents can make outbound calls during idle periods to improve productivity.
- Continuous contact strengthens customer relationships and enhances customer experience.
- Demonstrates your commitment to the quality of service you provide.
If you provide a phone number to handle specific inquiries, your customers will get relevant and quick answers to their questions with just one call. Most will appreciate the ability to quickly confront an experienced agent, without any other hassle.
A small business phone system such as Aircall's optimizes all workflows and information collected, allows you to reduce wait times and customize the service delivered. You can also plan phone coverage for peak hours and make the most of idle times, as the volume of incoming calls varies significantly by day of the week and time of day.
The analytics offered by Aircall will help you properly schedule your workforce, matching the right agents to call volume.
Our team does consulting, migration, activation and training for Aircall, ask for more information now. We can't wait to show it at work!