Your Business Can Shine with a Multi-Line Phone System
It’s a fact that it’s far easier and cheaper to keep a client happy than to go out and get a new one. This is known as ‘customer service’ and can take many forms.
In this age of galloping technology and always-on business, customers are demanding fast and easy access to you (on as many platforms as possible) with as few hoops to jump through as possible. Considering this, the foundation of great customer service lies within a multi-line phone system.
What is a Multi-Line Phone System?
Back in the day, a multi-line phone system consisted of two or more physical telephone lines coming into an office and feeding into a switchboard, where Daisy the receptionist would field the incoming calls and transfer to (hopefully) the correct person. These lines had their own numbers, so a customer who couldn’t get through on 1234 could hang up and dial 1235 or 6. Fast-forward a few years, and the PBX made Daisy’s life a whole lot easier by automatically fielding incoming calls and transferring them based on the response to the prompts offered to the caller: “Press 1 for accounts.”
The beauty of a multi-line phone system is that your customers can get through to you. There is probably nothing more frustrating than taking time out of your frantic day to call and order more printer toner and getting a busy tone while the staff on the other end are chatting with their Mum.
While we now have a dozen ways to connect with our customer, sometimes they just want to talk to a real person and get an answer to their question. The phone line will always be a necessary part of business.
A multi-line phone system in the 21st Century refers more to a line coming into your office and subsequently being split into multiple lines allowing several physical devices to function on the same connection.
A Multi-Line Phone System for Home Offices
If you are one of the millions of South Africans who run their business from home, then you will understand the need to separate home and work calls. In this instance, you will no doubt have two physical lines coming in with two devices. Problem solved. There may well be a simpler way to set up the telecoms in your home office by the way – but more on that later.
A Multi-Line Phone System for Business
A multi-line phone system will work well for you if you want each person or department in your operation to have their own dedicated number which customers can call directly; if you need them to dial out independently, or you want to offer your customers a choice of numbers to dial.
These lines, when fed into a central device (PBX) allows for the easy screening and management of calls, call holding, transfer, voicemail and recorded greetings. Depending on the capacity of your system, your customers will be able to talk to someone on your team with as little fuss as possible.
Further, using a rollover system ensures simplicity: a single number is published for your clients to call in, and the extra lines are used from the top down as the lines become busy.
Does Your Business Need a Multi-Line Phone System?
A physical multi-line phone system may have its uses, but there are other options available to you. With so many business functions residing in the Cloud, your telecom solution may just be there too.
Hosted VoIP or virtual telephony systems make use of the cost-efficiency of data calls, and the simplicity of a plug-and-play setup when adding new handsets. An internet connection is all you need to set up a scalable, future-proof telecom system which incorporates handsets, mobile phones and computers with ease.
When all is said and done, the important thing is that your telecom system supports your business processes, ensures a professional image, and keeps your customers happy. Jumping aboard the latest technology fad so you can tell your friends at the pub how forward-thinking you are may just be an expensive inhibition to your cash-strapped young business. Alternatively, trying to build and scale a business using ancient, cumbersome technology will frustrate you, your staff and your customers.
If you need advice about the best telecom option for your business, let’s connect. We have the right solution for you.
