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Managing High Call Volume to Small Business Phone System

Managing High Call Volume to Small Business Phone System

A small business phone system is not like one you would find at a call center. How can you manage high volume of calls to your business while providing customers with timely service?

Telecommunication and a business’ network is the backbone by which a small business can serve their customers. When a business’ customer base grows, it is only logical that their over-the-phone support would be in higher demand. Any failures or slowdowns when serving customers via these systems can result in negative consequences for a business. Even if an upgrade is not possible, there are a few things a company can do to help mitigate a higher demand on its telecommunication system.

Understanding the Problem

The first step to handling a high call volume for your business is understanding how it happens. This means knowing the times of the day when high call volumes might overwhelm your small business phone system. Does the high call volume tend to occur after the workday and in the evening when customers get off work? Maybe call volume spikes during the day when your clients’ businesses require your own services. It can also be useful to understand the common reasons for customers calling your business. Is it to schedule an appointment, or perhaps to simply receive an update for an ongoing service? You may benefit from implementing alternative methods of handling these types of customer requests.

Utilizing New Technology

A higher call volume can require more robust telecommunication systems to supplement the already existing small business phone system. When adding supplementary phone systems, consider making use of a cloud-based phone system. There are numerous benefits to doing so, such as using key features like automated voice to text software and user-friendly IT tools for managing calls and call routing.

In conjunction with a cloud-based approach, configure your small business phone systems using WAN technology. This allows for new physical phone systems in different locations, relieving a potential upgrade constraint. You will be able to connect several small business phone systems into one larger, more reliable network. 

Furthermore, updating your physical phones to IP-PBX equipment can maximize the benefits of cloud-based phone systems and WAN technology. All of these technologies are no-brainers for increasing the sustainability and outreach of your small business.

Providing Service Through Alternative Methods

When a business is experiencing a high volume of calls, consider servicing customers through a FAQ page or a self-service site. This alternative method of helping customers can reduce the load on your telephone operators while still fulfilling your customers’ needs in a low-cost way. This supplementary site should contain basic or essential information about the core services your business provides. A common approach is to tell customers about this FAQ or self-service site via your business’ automated telephone messages and recommend they visit it. A best-case scenario is when your customer finds the information they need quickly and efficiently.

Phone System Solutions from Delta Intellicom

Want to learn more about the ways we can help improve your business? Delta Intellicom can satisfy all of your telecommunication needs, whether you need help with your new VoIP system or just want to streamline your existing office phone network. We have served the Maryland, Washington, D.C, Northern Virginia, and Pennsylvania areas for over 20 years and offer an unparalleled customer experience. We have the expertise and products to fulfill all of your phone service and data needs. For more information, contact us online or give us a call at 1-800-946-3358. For more tips, follow us on Facebook, Twitter, and Pinterest.

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