Many of today’s small businesses make the switch to VoIP business phone systems. There are many advantages to using these services, but many small business owners face some of the most valuable features. Outside options like voicemail, call waiting, toll-free numbers, call forwarding, and remote operation, you will find several other features that can help your small business.
Are you increasing your VoIP system? Are you aware of all the various VoIP call features offered by your service provider? More importantly, if you use these features effectively?
What are the Top VOIP business Phone Features?
If VoIP powers your business communications, there are certain features of VoIP essential call you do not want to ignore.
- Inbound Rules / Call Routing:
Inbound rules allow you to route incoming/incoming calls to a specific location based on several factors. For example, calls from particular callers can be transferred to a temporary extension of the other callers can be routed to the interactive voice response (IVR) or queue.
With 3CX, for example, you can route calls based on caller ID, DID number, or the number of the main stem.
The client company can be transferred to a system where they always get priority support from a live agent while other users can be routed to a system where they have to deal with IVR. This means that only urgent problems can be transferred to a real-life agent means that support can be given to those who are in need.
- Call Reporting / Analytics
One of the right main points of using VoIP is that you have immediate access to analysis and reporting on your system’s calls. It will help you analyze the performance of individual and collective agents and ensure customer satisfaction.
You can review the wealth of data that includes missed calls or abandoned, average talk time, callback queue, average wait time queuing, and call distribution data. It gives you a limit to detailed information about agent performance and allows you to make the necessary changes to improve customer experience and satisfaction.
- Interactive Voice Response:
As the name suggests, interactive voice response (IVR) allows callers to interact with the system using your company’s voice menu. Using a customized pre-recorded greetings, IVR allows callers to have their problems solved without speaking with a live agent. If the IVR can not solve their problems, you can give them the option to be transferred to the agency.
Using IVR significantly reduces agent calls you have to deal with when giving callers an alternative means to solve their problems automatically. Should the user need to speak directly to an agent, IVR allows you to filter every call to be directed to the appropriate department.
- Call Recording:
Sometimes, you want to go beyond just looking at the data and “join in” on some phone calls to see exactly how your agents interact with customers. The call recording feature allows you to record and analyze the individual call level and better direct your agent about interacting with callers.
- Call Queuing:
The ability to queue the call is essential for large businesses, or businesses that thrive are receiving numerous calls simultaneously.
If your organization receives many calls, you can use multiple calls queuing to put callers in the queue until their demand is transferred to the next available agent, not later bounce or go unanswered.
- Call Reports-
Data! As a business, tracking important data to figure out where to direct your company’s time and energy. A managed, cloud-based VoIP phone services can provide bandwidth usage information that allows you to see your data usage over time. Detailed call reports let the inbound and outbound call history view your company’s details, including the central rate, duration, originator, destination, and cost.