In the modern age, you could be forgiven for assuming that every facet of your business should be interconnected via some variety of computer, and that telephones are fast becoming obsolete. This is, to some extent, true: the modern telephone, like just about every other device we use, contains some form of microprocessor, crystal oscillator (of the sort provided by RS Components), and all of the accompanying analogue-to-digital and digital-to-analogue converters. Thus, the modern telephone systems used in today’s offices can be thought of as a kind of hyper-specialised computer network.
But there are several reasons why we haven’t dispensed with phones entirely, and started to do everything through our desktop and mobile devices. Let’s examine a few of them.
There’s something a little cold about online communication via text. While it can be a swift and efficient way of getting a message across, there’s always a chance of miscommunication. Plus, it might give your customers the inescapable impression that their problems aren’t being taken seriously. A voice on the other end of a telephone line will give the opposite impression.
Ease of Use
A telephone system is in many ways more intuitive than a computer system. There’s no need to log in or remember passwords, and there are no cumbersome software updates to contend with. You simply pick up a receiver and start dialling.
Naturally, making it easier to communicate will yield improvements in productivity. Not only will your staff be able to spend less time wrestling with technical problems, they’ll also be able to get their message across to clients and co-workers more easily. The end result is that they’ll be able to devote more time and energy to the specialist jobs they’re being paid to do.
Difficult to Ignore
While an email can be mentally filed away almost indefinitely, a ringing phone places a more immediate demand on a person’s attention. Thus, if you need an answer to a question urgently, it’s a far more effective method of getting the message across.
By the same token, customers with complaints will be able to get the attention of a real-life person almost instantaneously – or, at least, they will in theory. Cheaply-run, understaffed call centres can represent something of a time-wasting nightmare which undermines all of the advantages we’ve mentioned. But if done the right way, a telephone system can enormously improve the user experience of your customers, and it’ll solve many of your business’ internal communications problems, too.