An advanced business phone system can benefit all areas of an organization, but it has special applications within a contact center. How so? Well, let me illustrate the point with Hosted PBX. One feature available with this solution is Hunt Groups. This features cycles incoming calls through a specified group of employees so that, if one person is busy or unavailable, it moves onto the next. For the contact center, where responding to customer calls is crucial, this feature is useful in ensuring calls aren’t missed and dumped into voicemail. It’s important to have happy customers and the best way to improve customer satisfaction is to actually have them be able to reach a representative when they call. This is a clear example of how this solution can help a contact center, though it also can be used for other areas within a company.
Aside from Hunt Groups, Hosted PBX is also loaded with many other features that come in handy in dealing with customer calls. Despite all these advanced features, it remains user friendly and easy to operate. Simplicity is the name of the game here. While older services required you to contact the provider every time something needed changing, nowadays an online web portal provides an interface from which you can manage settings on the fly. Auto attendant can help professionally manage calls and direct them to the proper extensions; thereby ensuring customers are handled correctly and quickly without tying up a valuable employee. While forwarding and call waiting notifications help minimize wait times, sometimes a customer has to hold and, in such cases, you can ease the pain with some pleasant music or an appropriate message.
Another useful feature of this solution is its flexibility and ability to scale quickly and easy to meet changing demand. Unlike older solutions which relied on physical phone lines beings installed at great time and expense, it’s easy to add capacity as needed for new employees or bursts of traffic. Special campaigns or certain times of the year may see an increase in calls and you want to be able to handle those increases without having to pay for extra capacity all year round. This can be accomplished with Hosted PBX. While any department or area can benefit from this flexibility, it’s especially important for a contact center since that is where the majority of call traffic is handled. With these features, it’s possible to improve the efficiency and productivity of your contact center.