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Phone System Technology and Features Don't Communicate with Callers. Voices Do!

Business Phone Systems Featured Article

Phone System Technology and Features Don't Communicate with Callers. Voices Do!




March 27, 2014


By TMCnet Special Guest
Julie Trade, Director, Digital Marketing, Snap Recordings (www.SnapRecordings.com)

Businesses of all sizes continue to transition over to cloud-based phone systems. This certainly makes sense when you consider the robust features and ease of scalability that these systems provide. And, this switch is dramatically changing how businesses are communicating with their callers.


Targeted greetings, on-hold messages, voice prompts, and announcements can be added with a simple click of a mouse and customized for each department or user call-flow. Each of these touchpoints on a phone system is an opportunity to engage customers, provide support, sell, educate, promote, and ultimately establish credibility with callers. This is the real value of the phone system, and it requires recordings that are as equally as quality-driven as the system itself.

The Voice Drives the System

Many phone system providers have been so focused on the technology behind the system and adding more and more features to it that they’ve overlooked the human component -- the voice. Features and technology don’t communicate with callers. Voices do!

Providers that have given little or no support to their customers when it comes to voice recordings are now finding that it can result in customers having patchworks of poor quality recordings that don’t highlight the strengths of their phone system. This translates directly into customer dissatisfaction and higher churn rates.

Other providers have realized to a small degree that their customers need recordings on their system and have designated an internal person to record these or have a single outside voice talent when a customer specifically asks for recordings. This is an OK solution until the provider starts growing. Simply put, it’s not scalable!

Partnering with a Professional Voice Recordings Provider

There is a new trend that is beginning to blossom in the world of business phone systems when it comes to recordings. Some providers are now partnering with a professional voice recording service company to create brand-driven messages optimized specifically for their customers’ phone systems.

These providers realize that their system’s perceived value has much to do with the quality of the recordings on it. And, offering the most streamlined method of obtaining professional recordings results in greater customer satisfaction and an increase in perceived value of the system. In some cases, these companies are even bundling recordings into their service offering so that customers pay one price for the system and the recordings on it.

As phone systems continue to get more complex, the need for voice recordings is only going to grow. It will be interesting to see how each provider tackles this challenge on behalf of their customers. 


Edited by Rory J. Thompson
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