Office Phone System Archives - Hosted VoIP Phone System for Business

Improve First Call Resolution

First call resolution (FCR) is a crucial metric for customer experience and satisfaction. Call centers aim to provide excellent customer service and reduce costs. Improving FCR is essential. To begin, it's important to understand the basics: What is FCR? What is considered good FCR? And how significant is FCR? Lowering Customer Churn Many customers first try to resolve their inquiries through self-service, but if they are unable to do so, they then contact support with the hope of receiving a quick resolution. When a customer's inquiry remains unresolved during their initial call, there is an increased chance that they will seek assistance from your competitors. Having a clear comprehension of FCR calculation is important for improving its rate. Understanding First…

1 Sep 21 Nicky Smith

Is Your Office Phone System Prepared for Another Lockdown?

The latest dispatch from the pandemic front brings some good news and some bad news. The good news is that despite yet another surge of cases and hospitalizations — this time is driven by the Delta variant — there is no official plan to enter into another lockdown. But the bad news is that the White House recently stated that “in all probability” there will be guidelines and restrictions issued in the weeks and months ahead. Unfortunately, we all know from experience that “in all probability” is political-speak for “it’s going to happen.” This begs a vital question for business owners and leaders across the country: is your office phone system prepared for another lockdown? If you have an all-in-one…

5 May 21 Nicky Smith

5 Ways That Cloud Office Phone Systems Cut Costs

These days, the need for businesses to “do more with less” is not just important: it’s essential! And that’s why a growing number of companies — from small firms to large enterprises — are upgrading to cloud (a.k.a. VoIP) office phone systems. Here are the 5 biggest reasons why 1. No PBX Costs With Office Phone Systems Conventional phone systems require an on-site private branch exchange (PBX). These are extremely expensive. While the exact amount depends on the size of the organization, generally the cost is about $1,000 per employee. So, a company with 15 employees would have to spend $15,000 — or possibly more — just to make and receive calls. Conversely, cloud office phone systems do not require…