A CNN survey revealed that 70% of callers in the US who are put on hold in silence hang up within 60 seconds. That’s why businesses are looking into different on-hold options to keep customers happy and are finding wonderful solutions from VoIP systems.

When an operator asks a client for permission to put them on hold, what they’re really saying is “Can you wait a short time not talking to anybody?” It occurs at different times throughout a call, and for varying durations. VoIP phone systems help make this lull period engaging with music, messages, and other information.

Music

A North American Telecom study found that callers who hear music while on hold will stay on the line 30 seconds longer than those who experience silence. While old phone systems also had a music on hold feature, VoIP services enhance this feature and offer more options.

Instead of being limited to legacy tools’ music loops, VoIP systems let you easily upload your audio of choice. Just a tip: use music that suits your brand, and take your clientele’s demographics into account. The upbeat music that a sporting good brand uses might not work for an investment bank.

With VoIP systems, you can customize the frequency and duration of a track and configure whether the music restarts or continues where it left off when a caller is placed back on hold. You can also set the order of different tracks or randomize them for callers.

Messages

Customers who are put on hold are captive audiences for your marketing messages. VoIP systems let you record a variety of messages for different numbers according to the purpose of the caller. For example, if the caller wants to get in touch with the sales department, the on-hold message could inform them of current special offers, promotions, or sales.

“Hold message” scripts that utilize your company’s TV and radio ads might elicit an “I think I’ve heard this somewhere” response. Conversely, you could put a totally new spin on the usual tone and style of your marketing messages and really get creative with humorous mini-commercials that make your customers chuckle (and a little bit of levity never hurt nobody!).

For the service department, you can use soothing messages that assure the customer that an agent is taking care of their concerns. Using a service-appropriate message makes them feel like they’re getting personalized care.

Information

New information and intriguing anecdotes will take their minds off of the notion that they aren’t being served (when in fact, you are hard at work addressing their concerns at the other end of the line), so you could also pose a playful trivia or “Did you know?” kind of contest where providing a correct answer once the call resumes wins them a prize.

VoIP systems’ rich on-hold functionality allows you to turn the on hold experience into a positive customer service experience. Make sure this window of opportunity isn’t slammed shut. Get in touch with us today and we’ll help you increase the odds that your clients will hold the line happily.

The post VoIP’s hold message options are easy appeared first on Complete Technology Resources, Inc..

A CNN survey revealed that 70% of callers in the US who are put on hold in silence hang up within 60 seconds. That’s why businesses are looking into different on-hold options to keep customers happy and are finding wonderful solutions from VoIP systems.

When an operator asks a client for permission to put them on hold, what they’re really saying is “Can you wait a short time not talking to anybody?” It occurs at different times throughout a call, and for varying durations. VoIP phone systems help make this lull period engaging with music, messages, and other information.

Music

A North American Telecom study found that callers who hear music while on hold will stay on the line 30 seconds longer than those who experience silence. While old phone systems also had a music on hold feature, VoIP services enhance this feature and offer more options.

Instead of being limited to legacy tools’ music loops, VoIP systems let you easily upload your audio of choice. Just a tip: use music that suits your brand, and take your clientele’s demographics into account. The upbeat music that a sporting good brand uses might not work for an investment bank.

With VoIP systems, you can customize the frequency and duration of a track and configure whether the music restarts or continues where it left off when a caller is placed back on hold. You can also set the order of different tracks or randomize them for callers.

Messages

Customers who are put on hold are captive audiences for your marketing messages. VoIP systems let you record a variety of messages for different numbers according to the purpose of the caller. For example, if the caller wants to get in touch with the sales department, the on-hold message could inform them of current special offers, promotions, or sales.

“Hold message” scripts that utilize your company’s TV and radio ads might elicit an “I think I’ve heard this somewhere” response. Conversely, you could put a totally new spin on the usual tone and style of your marketing messages and really get creative with humorous mini-commercials that make your customers chuckle (and a little bit of levity never hurt nobody!).

For the service department, you can use soothing messages that assure the customer that an agent is taking care of their concerns. Using a service-appropriate message makes them feel like they’re getting personalized care.

Information

New information and intriguing anecdotes will take their minds off of the notion that they aren’t being served (when in fact, you are hard at work addressing their concerns at the other end of the line), so you could also pose a playful trivia or “Did you know?” kind of contest where providing a correct answer once the call resumes wins them a prize.

VoIP systems’ rich on-hold functionality allows you to turn the on hold experience into a positive customer service experience. Make sure this window of opportunity isn’t slammed shut. Get in touch with us today and we’ll help you increase the odds that your clients will hold the line happily.

The post VoIP’s hold message options are easy appeared first on Complete Technology Resources, Inc..

Should you consider adopting new phone systems for your business? In this article, we define the different types of phone systems, their differences in life cycles, and technology options in the past and the present. Read on to learn more.

Different phone systems

Telephones have come a long way from when they first came about in 1876; modern phone systems have virtually unlimited reach, are automated, and are cheaper than ever to acquire. Today’s businesses still use telephones to connect with various stakeholders such as customers, investors, and suppliers, to service their numerous needs, and in most cases, VoIP (Voice over Internet Protocol) phones are the answer.

VoIP is a system of hardware and software that uses the internet instead of wired circuits to transmit data. VoIP does more than just transmit audio; it can also send a variety of data (video, multimedia, SMS, etc.) and perform other tasks as well.

A VoIP system’s hardware (phone units, cables, CPUs, etc.) and software (one or more applications that run the system) can be either on-premises or hosted:

On-premises – Hardware and software are physically housed within the premises of the company.
Hosted – Some of the hardware, like phone units and other equipment, can be found within the premises. But most, if not all, of the software are hosted online. Service providers look after hosted systems for their clients.

Life cycles: On-premises vs. hosted

With hardware, it doesn’t matter whether it’s on-premises or hosted. Hardware is affected by the wear and tear stemming from daily use. Barring any accidents or physical damage, VoIP hardware should last several years.

On the other hand, software requires regular updates. It's worth noting that it's faster and cheaper to update software that’s hosted in the cloud versus one that’s on-premises. That said, the differences in longevity between the two are negligible; both can last upwards of 10 years, depending on how dependable your IT support is.

Technology today vs. before

In the past, hardware and software were built to last. Today, they’re built to adapt and change, thanks to cloud technology.

The effect of this shift on hardware and software is dramatic:

Most hardware components are very similar, with replacements and upgrades coming every 5–8 years on average.
Cloud software is faster, easier, and cheaper to upgrade. Critical updates can be released almost constantly, with complete overhauls taking no longer than 2–3 years.

As your business moves forward, your phone system should be agile and fast, and should integrate smoothly with the other systems in your business, such as email or management software.

Be a step ahead

Downtime results in loss of potential sales and, essentially, wasted money. If your phone service is spotty and is constantly unreliable, perhaps it’s time to switch to VoIP phones.

Nowadays, it’s not longevity that’s important; it’s staying ahead of the curve. Call our experts today so you can always be a step ahead.

The post Business phones: Things you need to know appeared first on Complete Technology Resources, Inc..

With the increased popularity of cloud technology, the productivity benefits of cloud-based unified communications (UC) are well-known. But organizations migrating UC to the cloud must realize that its performance relies on a number of factors. If you’re considering moving your UC to the cloud, follow these tips.

Opt for a gradual transition

Migrating unified communications to the cloud doesn’t have to be accomplished in one big move. It can be done gradually. You can move UC for departments that can benefit from it, while those with no pressing need for a cloud-based UC, such as a company’s call center, can keep using on-premises systems. This way, users can ease their way into the new system without experiencing network disruptions, which could lead to reduced productivity.

Secure sufficient bandwidth

Issues on speed and performance will inevitably arise, so make sure to cover all the bases before migration. That means securing a reliable internet service provider, checking the stability of your internal network, and having a Plan B. This is a critical point to ponder if you have operations in locations where unstable or slow networks could pose serious problems. Determine the level of bandwidth your entire business needs, and get it from an ISP that can deliver.

Test, test, test

Transitioning UC to the cloud may appear seamless, but there may be a few unexpected kinks that need ironing out long after the migration is declared a success. To soften potentially costly and time-consuming impacts, test the systems throughout the duration of the migration. Whether you’re trying out voice, data, or video, conduct tests, set benchmarks for performance, and predict future usage patterns.

Go live and act on identified problem points

After going live with your cloud UC, consider the overall user experience and availability of support for devices, applications, and other components. Are persistent connectivity issues going to cause troublesome conference calls? This and other issues may prove detrimental in the long run so keep them in mind when deciding to keep, enhance, or discontinue a cloud-based UC. Cloud migration should solve problems, not cause them.

Constantly monitor performance and quality

Don’t be surprised if you encounter a few issues even after extensive testing. Migrating to the cloud simply requires planning and a sustainable strategy, whether your organization is dependent on instant messaging, voice conferencing, or video calling. There’s also a good chance that you will be working with several vendors, so always demand for the best service.

Having your UC moved to the cloud may seem like a daunting move. But with our cloud technology and VoIP know-how, we’ll make sure it’s an easy process. Contact us today for advice.

The post Cloud migration tips for unified communications appeared first on Complete Technology Resources, Inc..