Customers can Contact Key Staff without Delay

The perception of a service organisation by its clients as being responsive and providing good service and value for money is key to its success. There are many elements that build this perception and an important one is the availability of the person a caller wishes to speak to. This can be improved by ensuring that staff are highly accessible. A missed call could mean a lost business opportunity. Research by TeleWare in this area has shown that, in general within the UK, only 19% of business calls are answered personally and as many as 13% of calls are abandoned by the caller, either because their call isn’t answered within an acceptable time or because their call is diverted to voicemail and the caller chooses not to leave a message.

This can be addressed by providing users with a single number for calls irrespective of their current work location and phone being used. Callers can always reach them on this number, they do not need to know where they are or keep track of their mobile or home telephone number.

If an employee is unavailable to take a call, it may be routed automatically to a designated secretary, colleague or team member, irrespective of location. If a call is answered by an alternative contact, an automatic announcement informs the person taking the call for whom the call was intended and the reason it has been redirected, enabling them to answer appropriately.

Discover more about Staff Productivity*, or explore our Intelligent Office product.

Reducing overheads while increasing staff productivity

By the very nature of its business, a service organisation has many highly mobile staff. These people may spend no more than one day a week at their desk, the rest of the time being spent visiting clients, working from another office or from home, or travelling between different work locations.

TeleWare solutions support use of the telephone for workers with flexible work styles and enable the introduction of hoteling or hot-desking. This can achieve considerable savings by reducing the amount of office space required.

Assigning staff to a specific physical telephone extension on a specific PBX, becomes an administrative overhead when there is a high number of staff moving within the business, not to mention the task of keeping telephone directories up-to-date.

With the introduction of the TeleWare Intelligent Office solution, the addition of new users and changes in their class of service can be handled more efficiently. The impact of moves and changes is reduced significantly since staff will always keep the same telephone number, regardless of where they are. This is an even greater benefit during a merger or acquisition when many people per week may be being relocated across various offices.

Discover more about Staff Productivity*, or explore our Intelligent Office product.

Supporting Changing Communications Requirements

Delivering quality communications to all personnel in a sector where acquisitions and mergers are the norm.

Expansion through acquisitions and mergers or restructuring in line with changing market conditions provide the IT manager with challenges related to delivering common services to all staff whatever PBX they may be connected to as well as the challenge of creating a single dial plan across a diverse multi-PBX based organisation. TeleWare can provide an overlay to existing PBXs that resolves these issues. Benefits include lower overhead costs since existing assets are utilised and ‘fork lift’ replacement of infrastructure is avoided. Staff disruption and re-training needs are minimised. Productivity is increased.

Discover more about Staff Productivity*, or explore our Intelligent Office product.