With the Christmas break almost upon us, Dave Millet, director of Equinox Communications, shares his top tips to prepare your telecoms for the festive period.
How do you ensure as many staff as possible can have time off to enjoy Christmas and New Year with their families, whilst still maintaining customer service? With the right telecoms solutions this balancing act becomes much easier:
1) Engage a company to answer all your calls. But, does it create the right impression for your company? Are they offering a very personalised service that adds value to your company? Can they answer some of the questions posed – if not, how does that actually help? Someone will still have to contact the customer.
2) If you are keeping the office open with reduced numbers of staff and there is a problem with the phones or internet do know who the suppliers are and do you have the relevant contact details? Some suppliers offer limited support over the Christmas period. Best to check in advance.
3) Do you have a contingency plan especially if you are open on bank holidays?What if you are a pub or shop open on Boxing Day and the broadband fails? It might be worth investing in a 4G router and sim card just in case. Imagine not being able to take card payments on such a busy day.
4) What happens when something dramatically changes the volume of calls you are expecting? For example, a home insurance company whose customers suddenly get caught out by unexpected floods.
Modern phones systems and VoIP solutions usually support apps so that staff can have their office extension on their mobile phone allowing them to work from home over Christmas. The advantage is that there is no cost of diverting calls and people can activate it as required.
After the Christmas is over, here are some new year telecoms resolutions for your business:
1) Test your Customers’ experience by calling your own company – often people’s first experience of dealing with a company is when they call them and unfortunately it is not always good.
2) Is the telecoms solution you are using inhibiting the productivity of your staff? Does it allow for expansion or flexible working? Can people reach you when and how they need to? Is your system robust?
3) Are you using the right phone numbers to promote your business? Do you only have a mobile number, and no landline? Do you use expensive premium rate numbers?
4) When did you last check the costs you are paying for telecoms? 80% of organisations have not checked their bills in the last two years. With wholesale costs falling – many are significantly overpaying.
Finally, if you have hung up any fairy lights in the office be aware that this may affect your wifi signal and slow it down (sorry – we don’t want to be a Scrooge but this is based on advice from Ofcom.
By thinking about your telecoms and making a few plans before everyone leaves for mulled wine and mince pies can really help to give you, and your staff, a stress-free festive season.
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