Hosted PBX Services offer many potential solutions that can be used independently or together to facilitate proper call handling. Available solutions include automated attendant, redirecting calls to a receptionist at another location, direct inward dial numbers, uniform call distribution and work-from-home receptionist. Many of these solutions can also be delivered by a Voice over Internet Protocol (VoIP) based telephone system. For cost effectiveness, this article will focus on these features delivered by Hosted PBX.

Automated attendants can answer calls, play a pre-recorded message and allow callers to self-direct themselves. They can dial a digit representing a department, dial a specific extension number or dial from a directory. Automated attendants can be used as the primary for call answering or can be a back-up when an extension is busy or a call rings a certain amount of time.

Because of their unique architecture, Hosted PBX Services can easily combine multiple office locations into one seamless telephone system. Calls can be answered in any office for any person regardless of their location. Hosted PBX customers can reduce receptionists to as few as one covering all locations.

Direct Inward Dial (DID) numbers are 10 digit telephone numbers which ring to a specific extension or department. Publishing DID numbers give callers a means to call directly to the person or department of choice while bypassing a receptionist all together. Receptionists can do other duties, answer more calls or provide better care to the calls they receive with a reduced call load.

Uniform Call Distribution (UCD) evenly distributes calls among a group of extensions. A company can task several people to answer incoming calls and distribute them in a manner that will minimize the burden on any one individual.

The VoIP based telephones of a Hosted PBX Service can be placed anywhere that has good broadband Internet connection. Phones can be place in the homes of part-time and work-from-home employees. They can answer calls and distribute them as appropriate. Their pay may reflect their part-time and work-from-home status as appropriate.

The solutions listed above can work independently or in conjunction with one another. Together, they allow a company to effectively reduce its overhead cost from the receptionist position without sacrificing call handing, customer service or professionalism.

Companies, who sell parts to the general public, may have parts desk employees who have a difficult time checking parts, processing calls and handling walk-in customers. Employees frequently have to leave the desk and place calls on hold checking for part availability. While they are away from their desk and phone, calls are left on hold for extended periods of time and other calls are missed. Potential customers, left on hold, may hang up and call a competitor. Unanswered calls may go to a competitor and waste the marketing money used to get the call.

The work environment creates stress on parts desk employees. As they return from checking on a part, they may be faced with customers at their desk and new calls ringing their phone while they are responding to the original caller. Upset customers may add to their stress and deter future business.

HostMyCalls Solution

HostMyCalls Hosted PBX Service offers several potential solutions for parts desks. Automatic Call Distribution (ACD) can stack waiting calls and distribute them in the order they were received to the next available employee. This process ensures calls are handled efficiently and encourages callers to be patient.

Our Hosted PBX Service also features the widely popular Siemens Gigaset cordless phones. These phones have a usage range of up to 175 feet from their base station indoors and 900 feet outdoors. Their range will allow parts desk employees to continue processing calls while they are away from their desk. Calls managed by the Hosted PBX ACD application can be delivered to the Gigasets.

HostMyCalls Hosted PBX Service also offers its Flexicall feature. Flexicall integrates mobile phones to ring simultaneously with desk phones. Mobile phones can handle calls similar to a desk phone. Flexicall allows employee access to company calls anywhere they can find cell service.

Customers are no longer put on hold while checking parts availability with the use of ACD, Gigaset cordless phones and/or Flexicall. In addition, calls can be answered while the parts staff are away from their desk. As they return, they are ready to answer the next call or walk-in customer. Calls spend less time on hold and are handled more quickly. Each employee can process more calls and generate more business for the company. Fewer callers are turned away to competitors by long hold and ring times. Quicker call processing leads to more satisfied callers and a less stressful work environment.

Hosted PBX services offer the ability to implement advanced solutions such as those mentioned above with little or no capital expenditure. In many cases, companies can save money overall on their telecommunications costs while implementing these solutions.

Here are 6 ways Hosted PBX services can get your company lean and mean:

1.  Hosted VoIP systems can provide you virtual office support just about anywhere, making it possible to downsize or eliminate commercial office space and the high rent, utility bills, insurance and much more.  Your employees’ home office space can be networked together with other work locations.  The seamless operation produces a united work environment without the cost of brick and mortar.

2.  Now that your employees can work from their home in a seamless environment thru your Hosted PBX service, you can eliminate or combine remote facilities while maintaining existing phone numbers that keep you connected to your customers and staff.

3.  With Hosted VoIP, geographical distances have no impact on effective communication and call handling.  Once dedicated to the support of a local office, redundant functions in your multiple facilities can be consolidated into a single entity supporting all offices.  Redundant functions may include phone reception, customer service, inside sales personnel and office/facility management.

4.  Hosted VoIP providers can supply you with published local phone numbers that ring anywhere.  This allows you to expand or test market areas without adding commercial office rent and staff.  The new market area becomes a seamless addition to your core business.

5.  Top Hosted PBX services offer Automatic Call Distribution (ACD).  ACD stacks up calls similar to the line for bank tellers.  If you have callers that wait on hold while other callers are being assisted, you are abusing them by long hold times, multiple operator ring backs and handling by less knowledgeable staff.  ACD will stop the abuse, keep your callers from alternative solutions and increase sales, customer service and customer satisfaction.

6.  Hosted VoIP providers allow virtually unlimited simultaneous calls to flow to your business.  Some Hosted PBX services will do the same for faxes as well.  Busy lines and fax machines will no longer turn valuable business away from your company.

Hosted VoIP services give your business the flexibility to reorganize and cut big costs in addition to savings on traditional telephone bills.  At the same time, they can help your business retain and grow new sources of revenue.  After you have weathered the economic storm, Hosted PBX services will help your business be more accessible, responsive, adaptable and competitively positioned.

I hope this article has been helpful to you.  Please let me know your thoughts in the comments section below.