For a small business, the right phone system can make all the difference.
That’s because your phone is your primary connection to the people you serve. With so many channels to get in touch with businesses, people still use the phone to do things like book appointments, have their questions answered, and take the next steps to become customers or clients.
But making that happen as a business isn’t always simple. You need a phone system that’s high-quality, cost-effective, and doesn’t add unnecessary operational complications.
This article will guide you through the essential steps to set up a perfect business phone system tailored to your needs.
Step 1: Determine Your Business Needs
The first step in setting up a business phone system is to assess your specific needs. Start by understanding the volume of calls your business handles daily. This involves tracking call volume by hour, day, week, or month. For example, if you receive around 100 calls per day, you’ll need a system that can handle this capacity without compromising quality.
Additionally, identify key features that your business requires, such as:
- Call forwarding: Ensures calls are directed to the right person or department.
- Voicemail: Allows customers to leave messages when no one is available.
- Conference calling: Facilitates virtual meetings with multiple participants.
- Mobile app integration: Enables employees to manage calls on-the-go.
By clearly defining your requirements, you can choose a phone system that aligns with your business goals.
Step 2: Choose the Right Phone System Type (VoIP, Landline, Virtual)
There are three main types of business phone systems to choose from:
- VoIP (Voice over Internet Protocol): Uses the internet to make and receive calls, offering flexibility and cost-effectiveness. Ideal for remote work and growing businesses.
- Landline: Traditional phone systems that use physical phone lines. Best suited for businesses that prioritize reliability and have established infrastructure.
- Virtual phone systems: Operate through a mobile or desktop app, directing calls to your personal phone. Perfect for solo entrepreneurs and small teams.
Each system has its advantages and drawbacks. For instance, while VoIP systems are generally cheaper and offer more features, they depend heavily on internet connectivity. Landlines provide stability but may lack modern features. Virtual systems offer mobility but might not be suitable for high call volumes.
Step 3: Select the Best Provider for Your Business
Choosing the right provider is critical to ensuring reliable service and support. Research and compare different providers by considering factors such as:
- Reliability: Look for providers with a strong uptime record.
- Customer support: Ensure they offer 24/7 support and have positive user reviews.
- Pricing: Compare costs, including setup fees, monthly charges, and any additional costs for extra features.
- Features: Verify that the provider offers the features you need.
Not all providers are created equal. Quality matters most because it affects your callers’ experiences, which directly impacts your ability to turn those callers into customers or clients.
Step 4: Configure Your Phone System
Once you’ve chosen a provider, it’s time to configure your phone system. Work with your provider to customize settings according to your business needs:
- Call routing: Direct calls to the appropriate department or individual.
- Voicemail greetings: Record professional greetings that reflect your brand.
- On-hold messaging: Use this time to share important information or promotions.
Test the configuration to ensure all features work as intended. This step is crucial for preventing issues down the line and ensuring that your system functions smoothly from day one.
Step 5: Train Your Team on Using the New Phone System
To maximize the benefits of your new phone system, provide comprehensive training to your team. Cover essential functions such as making and receiving calls, transferring calls, and using advanced features.
Offer support materials like user manuals, video tutorials, and FAQs. Provide ongoing assistance to address any questions or challenges your team may encounter. Well-trained staff can significantly improve customer interactions and overall efficiency.
Step 6: Staffing and Outsourcing—Who’s Answering the Phone?
Decide how you’ll handle incoming calls. If you have a high volume of calls, or not enough staff or time to answer all the calls you receive, it might be tempting to send callers to voicemail. Keep in mind, however, that most callers don’t leave messages. Instead, they’ll likely simply hang up and call one of your competitors. With that in mind, it’s crucial for your business to answer as many calls live as possible.
For live phone answering, options include:
- In-house staff: Employees who manage calls as part of their job.
- Remote workers: Staff members who handle calls from various locations.
- Outsourcing: Partnering with a call center, answering service, or virtual receptionist service.
Outsourcing can save time and money while providing excellent service. For example, services like Port City Communications offer 24/7 availability, ensuring your customers always reach a live person. They also provide multilingual support, advanced on-call systems, and absence tracking technology.
Step 7: Monitoring and Adjusting Your Phone System for Optimal Performance
After your system is up and running, regularly review call logs and performance metrics to identify patterns and areas for improvement. Use this data to make necessary adjustments, such as:
- Optimizing call routing: Ensure calls reach the right person or department quickly.
- Updating voicemail greetings: Keep messages relevant and informative.
- Adjusting staffing levels: Based on call volume and peak times.
If you use outsourced services, monitor their performance to ensure they meet your standards and provide value to your business.
Next Steps
Setting up a business phone system doesn’t have to be daunting. By following these steps, you can create a seamless communication network that enhances customer service, improves operational efficiency, and supports your business growth.
Ready to take your business communication to the next level? If you’re interested in trying an answering service, Port City offers a no-risk, 7-day free trial. Start transforming your communication today! Get started with Port City.
