How Call forwarding and Softphone Increase Business Productivity
Call forwarding and Softphone collaborate to guarantee unanswered inbound calls from clients are redirected and adequately addressed to the customer’s satisfaction.
Did you know that a single negative review from an unsatisfied customer can land a fatal blow to a business that has taken ages to nurture?
To circumvent such a scenario, why not try diverting clients’ calls or working remotely to make sure customers are handled promptly and decently.
In this era where infectious diseases are cropping up anyhow, most employees work from home thanks to unified communications. Therefore, investing in VoIP technology is no longer a question of class but a prerequisite.
Customers’ immediate inquiries can be addressed on the spot via Softphone. For example, retrieving customers’ processed information, say the order status or delivery status, etc.
Folks, we’re at a communications crossroads. Don’t be missing in action when businesses transition from analog to digital telecommunication options. Your customers expect you to pick up the phone and attend to them each time they dial your number.
Basic Definitions
Call forwarding
Call forwarding is a telephony feature that supports redirection of incoming calls to an alternative destination whenever the intended recipient is unavailable.
The alternative destination could either be; voicemail, desk phone, your phone number, your colleague, another department or branch, emails, etc.
The intention here is to keep your communication channels open for your customers and ensure they are attended to sufficiently. As a result, customers will be satisfied every time they are responded to consistently and professionally.
Softphone
VoIP, Voice Over Internet Protocol, means a video or voice call made over the internet rather than the analog landline. Now, to make such a call, a software is needed to turn your existing device into a “VoIP” enabled device.
A softphone is application software that can be downloaded and installed in an existing device, e.g., desktop, laptop, smartphone, or desk phone, to support VoIP calls. It’s typically supplied and supported by a VoIP service provider.
It works similarly to a regular phone dialer using a simple and user-friendly interface.
We found these statistics rather interesting!
- According to a study done by Microsoft, state of global customer service, out of seven multiple-choice service channels available for customers’ selection, phone, and other voice channels came out top with 39%. Again, this reinforces the need to handle customers’ calls with the seriousness it deserves.
- A survey by Coso cloud suggests that 38% of employees are working remotely. Softphone has enabled employees to operate and manage customers’ inquiries remotely. In addition, it incorporates many features that support different services to clients.
- Employees working at home take less time off in the day, with 23 % feeling the need to work for longer hours. They feel happy and stress-free while working remotely, and this increases their productivity.
- Over 40% of employees working off-site were able to complete their workload via their smartphone.
How then is Business Productivity increased?
Call forwarding and Softphone are valuable business tools that are often ignored. However, irrespective of your business size, leveraging on call forwarding and Softphone comes in handy in managing calls and fostering a good rapport with your clients.
Here are some of the benefits your business can derive from softphone and call forwarding.
- Ensures Employees Accessibility While on the Move
The nature of the business may demand we occasionally travel to meet with our clients. But even as we hit the road, we need to keep in touch with colleagues and other potential prospects to avoid missing out on business opportunities.
Call forwarding ensures that you are reachable and resourceful. It’s doable by diverting calls from your extension number to your mobile phone through SIP trunking.
Softphone ensures you are reachable, provided you have a broadband connection irrespective of your physical location. Unlike the traditional telephone line where PBX is confined to a static position, with a softphone, a call follows you wherever you are using internet protocols.
2. Strikes a Healthy Work and Life Balance
Call forwarding and Softphone allows you to make or receive phone calls, share files, video chat, etc., from any location. Hence it’s possible to work from home or any other remote location comfortably.
Working away from the office is often accompanied by a flexible work schedule since employees are guided by set objectives irrespective of their working station. Given that achieving your goals is the sole determinant of productivity, there is a sense of freedom, mental calmness, and flexibility achieved by those working remotely.
With the hustle and bustle of commuting daily and office politics eliminated, employees can focus on their duties and responsibilities peacefully at the comfort of their homes. In turn, it creates exceptional commitment ostensibly to prove their worth and relevance by working remotely.
3. Employee Presence can be Vouched.
When clients’ calls are forwarded to employees working remotely, the management expects someone to do something about it. Therefore, the real-time presence of employees is crucial to audit their productivity.
With the softphone “presence” feature, you can monitor the status of an employee online and take action appropriately.
“Presence” feature is used to update employee’s current status, for example, “out of office call my cell,” “out for lunch will be back at 2 pm,” etc., essentially eliminating conjecture, customers’ frustrations and promotes online work ethics.
4. Saves on Operating Cost
With the emergence of automated e-receptionist services- at very minimal setup fees- businesses can now outsource such services to manage some of their phone calls.
Forwarding calls to such professional organizations and businesses can save on installing and maintaining expensive software and hardware, eliminating line rental costs and salaries.
Softphone or VoIP to VoIP calls that are dialed locally are entirely free. The only investment is broadband. International phone calls are cheaper than using the traditional analog phones that require high setup costs.
Proof that Call forwarding and Softphone are Game changers
To rev up its business and manage its roster of local contractors, “Unlock it for me” had to find a cheaper and convenient means of handling their numerous incoming calls. Inbound calls had to be forwarded to contracted locally available locksmiths for action. Call forwarding saved the company huge operating costs and mental anguish. Eventually, they were able to expand rapidly and focus their attention primarily on strategic decisions.
Stacy Jacobs Law office finds softphone and call forwarding very rewarding. She uses a virtual PBX softphone to maintain a professional relationship with her clients whenever she works remotely. All inbound calls are directed to her mobile smartphone or her voicemail. Read more about her milestone with call forwarding and Softphone here.
Finally,
Call forwarding and Softphone saves on time and costs. It helps to engage your clients and relieves you from daily hustles by promoting a perfect opportunity to work remotely. In addition, employees who work remotely can easily be audited via the softphone “presence feature.”
A deliberate decision to invest in call forwarding and Softphone will lead to significant business growth and a happy lot of employees.
What is keeping you from adopting call forwarding and Softphone to intensify your business productivity? Food for thought!
