10 most popular phone system features

June 15th, 2008
1. Voicemail
Voicemail saves time and money. Handwritten messages waste time, resources, and are often to blame for ineffective communication.
Just like your mobile phone voicemail, phone system voicemail allows callers to tell you exactly what they want, while maintaining their privacy. Voicemail saves unnecessary return calls and allows you to prioritise call backs.
Which staff members actually receive voicemail is entirely up to you. You may only opt to give it to key staff, or everyone - it’s your choice.
Some systems charge for voicemail and others include it free. Make sure you do your homework.
2. Daytime & after-hours greetings
This is arguably the most important feature on any new system. Day and night greetings ensure your business never misses a call day or night and they ensure you sound professional!
For example, if your receptionist hasn’t picked up after 5 rings the system will pick up the call for you and greet them with your own customised message. “Thank you for calling XXX, your call is important and we will be with you in just a moment…”
Some phone systems can even answer multiple callers at once. While other phone systems allow you to present callers with options to choose from such as “press 1 for sales, Press 2 for admin etc”.
No matter which option you select for your business and customers, the result is you will never lose another opportunity, compromise professionalism or hurry through one call simply to take the next! You will now give every caller the best impression, every time.
At Infiniti we also program the system to answer with time specific messages at different times of the day, week or year. That’s intelligent call management! Some systems charge for greetings while other brands include it free. Make sure you do your homework.
3. VoIP Compatible
VoIP is the latest technology and a fantastic way to slash costs. Any reputable phone system can integrate with cheap VoIP calls but not every system can actually offer VoIP phone system features.
VoIP system features are used for linking multiple sites, or remote workers. They allow other users on the phone system to see, transfer, and receive calls, from other sites and staff no matter where they are located.
If you’re only after cheap calls then it really won’t have any bearing on the system you buy (unless you want to use SIP trunking which is more technical).
4. Music & tailored on hold messages
If you genuinely care about your company image then nothing has as much impact as messages on hold. Not just music but messages about YOUR business. They sound incredibly professional whilst also educating and entertaining your callers.
When you consider that over 70% of callers are left on hold for a staggering 43+ seconds it’s not difficult to see why messages on hold are so popular. At Infiniti some of our phone systems include messages on hold for FREE. Enquire today and see how you can save over $1000 with your own tailored message on hold package with your new phone system.
5. Transfering calls
Even though it is a basic option, “transferring calls” is a key reason many small businesses upgrade to a phone system. It’s important that you and your staff can transfer incoming calls to the right person easily and efficiently. Different brands achieve this in different ways and you need to understand how the system you’re looking at actually works (not just looks). It may not be the right option for you.
6. Speed dials
When you look at how frequently you dial the same phone numbers you soon realise that speed dialling can be a fantastic feature to have.
Whether you use a database, ACT, Goldmine, Microsoft outlook, or just a list of your customers or associates, phone systems can make calling people as easy as clicking a mouse button.
If you are running a computer database or CRM then you should look at how you can tie this into your phone system. Imagine if when a customer calls their whole file could pop up on your screen ready for you.
Some systems charge for this feature whereas others include this at no charge. Make sure you don’t pay for something unnecessarily.
7. Speaker phone
Speaker phones are great for conferencing or just being able to talk, or dial numbers, without having to pick up the phone.
There are a whole range of different handset models to cater for every taste and budget. It is very important you know exactly what your handsets can and can’t do. Most basic models do not offer speaker phone capabilities. Make sure you get the right handsets for your staff and their needs.
8. Warranties & guarantees
Technology is not infallible and ensuring your new system comes with a warranty is a must. You wouldn’t buy a new car without one and a phone system is no different.
In terms of ongoing maintenance and support it is important to check the bona fides of the company you are dealing with. If you are buying from a one man operation then they may not be available when you actually need them. You need to know that a company won’t only install a system, but that they have the staff and technical expertise to quickly resolve any problems that arise.
Alternatively, for maximum peace of mind and insurance you may prefer to opt for a maintenance agreement. An MA guarantees your business a specific service level agreement and response times to any problems you may experience over the life of your phone system.
9. Conference calls
If you conference, or would like to, then make sure you get the right phone system and handsets. Some systems offer sophisticated conference bridging etc while others only offer basic functionality. If you conference then it pays to know a system’s limitations. For example, how many parties can conference simultaneously?
If conferencing is important to you then make sure you ask about full duplex conference phones. Full duplex makes a massive difference to call clarity and quality.
10. Headset compatibility
Headsets are great for mobility, call clarity and noisy environments. They are comfortable and allow staff to multitask while they are on the phone. Headsets are a great addition to any solution however you must ensure that the handsets you get are also headset compatible.
Regards
GS