Voicemail / Voice processing systems (VPS) allow businesses to give that all important human voice touch when handling customer calls. Calls are processed gracefully even if it cannot be personally answered.
VPS systems help to ensure that customer calls are handled during high call traffic periods as well as outside normal business hours and help retain your most valuable asset – your customers. Business Communications offer Panasonic’s KX-TVM50 and KX-TVM200 voice processing systems (VPS) that offer knockout features designed to help businesses handle every call in a courteous and efficient manner. These voicemail systems also come with features such as automated attendant, automatic call routing, and message notification capabilities, and each can be customised to your business telephony needs. In addition, they have advanced features that offer e-mail notification when a caller leaves a message, capability to attach voice messages to e-mail messages, and easier operation using the LCD and soft-keys on Proprietary Telephones (PT). Find out more about:
Automated Attendant (AA)
This is essentially a digital answering facility that answers incoming calls giving the caller a choice of options to direct their call to the required department.
‘’Press 1 for Sales; 2 for Accounts; 3 for Deliveries or 0 for Reception’’
You should put great effort into planning the implementation of an Automated Attendant system. Consider designing this using a flow chart mapping the options given to callers and their call redirection.
Keep things simple, only give callers up to 4 choices at a time otherwise by the time it says “press 6 for Returns Dept” they will have forgotten what function option 1 performs.
Always offer an escape route such as “press 0 for Reception at any time”.
Arriving at an AA menu that does not have any options the caller requires and does not have an escape route will only infuriate your customers very quickly.
Most Voice Processing systems (Voice Mail) include AA features but if not AA can be purchased as a separate system if Voice Processing/Voice Mail is not required.
Being able to hear both sides of a conversation and understand what was said can protect you against wrongful accusations. It also enables you to recognise any issues that customers are not informing you of regarding customer service and efficiency levels, and is therefore ideal for any business wanting to improve in these areas.
Call recording systems can be integrated into most existing telephone systems with calls being recorded onto a software programme that allows you to save inbound and outbound calls as MP3 or WAV files, these files can be e-mailed to another party for further analysis.
Recorded calls can be extracted via, date, time, duration, dialed number, received number (inbound / outbound calls).
- Call recording improves communications and verifies beyond question all reported and archived call records
- Superior customer service is fostered
- Staff training is enhanced
- Disputes are defused and threats of litigation neutralised
- And with appropriate stakeholders able to accurately record, manage and archive all incoming and outgoing calls, the impact on business performance can be significant
Music and Messages on hold is truly an investment worth making for any business. Without messages or music-on-hold most new callers will hang up and a majority will not call back! Even worse they will call your competitors.
Don’t lose your customers!
Because most callers placed on hold without any music will think they have been cut off, which is not a good start for first time callers.
On hold messages are the perfect marketing opportunity to inform and educate your callers about your company.
If you have regular promotions on products or services that you want to spread the word about, or perhaps you recently won an industry award of excellence, then this is a great way to let your customers know about it.
What better way to tell them whilst they are on hold and you have their complete attention. What better opportunity of a captive audience are you going to get.
Don’t give your callers an excuse to hang up and dial your competition, you need to create a good impression from the outset.
7 out of 10 callers get placed on hold, it makes sense to ensure you keep them on the phone.
Communication Assistant is a PC-based application suite with a variety of collaboration tools. It is intuitive with point-and-click telephony, presence and availability information, MS Outlook integration, visual voice messaging, CRM (Customer Relationship Management) database integration and a lot more, combined in one single application.
Panasonic Communication Assistant offers high-performance functions for desktop integration and telephone system management and there are four currently available:
Communication Assistant Basic-Express
IP Software Phone
CA Integrate (Follow-me)