Small business owners must realise that first customer contact has significant influence on customer acquisition and retention.
The business telephony system is therefore the lifeblood of one’s business, one needs to ensure it is efficient.
Euphoria Telecom CEO George Golding says SMEs need to invest in a reliable and high-tech communication infrastructure to remain competitive. “Automation is the key to consistent and dependable customer service and as your business grows, you will need to increasingly rely on automation to offer the best possible customer service.”
“This ensures successful and effortless first contact with the aim of connecting the caller to the best service consultant in the shortest amount of time,” he explains.
Euphoria Telecom constantly invests in the development of our system and it treats it as a dynamic and on-going challenge to meet the needs of its customers. Furthermore, it provides a professional and highly competent business telephony system that will improve business efficiencies and elevate operational structure.
Golding says Euphoria’s built-in Telephone Management System (TMS) provides extra insight at no extra cost. “See who your staff is calling. Outgoing call logs show exactly which extension dialled which number and at what time of the day. The call recipients are listed by number, or name if they’re in your address book. You’ll be able to see not just the busiest extensions, but also the most frequently dialled numbers.”
“More importantly, see who’s been calling you. Incoming call logs show the caller ID of the person who has phoned you, as well as which of your numbers they chose to dial. This not only shows your most popular point of contact, but can also highlight problem clients who might need extra attention,” he adds.
SMEs can now assess their call costs, outgoing call costs can be viewed by extension or group of extensions, so they are now able to determine exactly which users and departments are costing them the most.
“With detailed records of incoming call volumes every day of the week and hour of the day, you can effectively predict your busiest times, making sure you have all hands on deck for peak periods, and aren’t over-staffed when it’s quiet,” he says.
With Euphoria’s call queue analytics, customers can see all the performance details of their queues, including wait times, response times, queue lengths and peak activity periods. Updated in real-time, this can be invaluable in terms of optimising operations and heading off problems before they reach critical points.
He says one can also assess the performance of agents. “The Euphoria TMS provides detailed reports on the activity of each extension assigned to a queue, throughout the day. View the number of calls received versus the number of calls answered, as well as average call lengths and total call times. It’s a great tool for assessing productivity and encouraging a healthy work ethic.”
Customers also have access to their account status anywhere, anytime. “Our easy-to-read dashboard page gives you a big-picture summary of your account in a glance. See your call volumes per day, costs and credit status, and even a breakdown of numbers dialled by area code.”
Business owners can now analyse their data, the TMS not only helps control and track system activity, it helps analyse it too. Incoming and outgoing call trends and costs, agent performance, and detailed customer experience information is all at one’s fingertips.
“All your account details, invoices and statements are available online at all times. They’re backed up in the cloud, so they’ll never get lost, and are searchable, downloadable and easy to read,” he adds.
With a built-in TMS, one is now able to manage PBX’s high level functions and also one’s day-to-day operations from anywhere and at no extra cost. Detailed reports, real-time monitoring, call tracking, and trend data are just a few to mention.
Today, Euphoria Telecom provides an innovative business telephone service to over 600 SMEs including Galaxy and Co, Romans Pizza, Altech ISIS and Groupon. It’s the fastest growing and only locally developed system with innovation awards from Price Waterhouse Coopers and Accenture.