Examples of Improved Productivity
OUT OF THE OFFICE
VoIP can improve workers productivity by intelligently triaging calls. For example, a businessman who is out of the office might want calls to be processed as follows:
If I don’t pick up my office phone, route the caller to my voicemail.
If the caller is my boss, forward the call to my cell phone, unless it’s the weekend or after 8:00 pm.
If the caller is an important customer, forward the call to my assistant. If she’s not available, put the caller through to my voicemail, but also send me an instant-message alert.
If I don’t pick up my voicemail in an hour, forward a copy to me as an e-mail attachment.
If it’s John or Bob calling, check my calendar to see whether I’m in a marketing meeting in the conference room; if so, tell them that and conference both of them into the session.
SALESPERSON ON BUSINESS TRIP
If a salesperson has VoIP software on their laptop, they can seamlessly have all the benefits and features that they have on their desk phone, and callers on the other end will have no idea the salesperson is answering from halfway around the world. Neither party pays anything extra for the calls.
A call center in the UK has created a network of stay at home moms, disabled workers, students, and others from underutilized labor markets, using VoIP. These far-flung customer service agents can work from home and still have call center features such as call tracking and personalized computer screens that provide scripts and customer information. By avoiding the overhead of a call center, and by tapping cost-effective labor, this company has lowered its call center costs by one third.
IP telephony productivity programs can often transform a company’s desktop application, such as Microsoft Outlook, into a multi-media communications center for integrated messaging, providing such features as directory dialing, contact screen pop, caller ID, call waiting, and calendar integration. Employees have more control over both voice and e-mail messages, in one centralized system, and can forward voice mails to colleagues for improved collaboration and customer issue resolution.
A local cleaning company has implemented our VoIP solution to automatically call all of their customers to confirm their appointments for the next day. Previously, the office staff had to make anywhere from 30-50 calls a day to their clients. Now, after a few mouse clicks, all calls are made without any user intervention, saving the company upwards of 40 hrs of manpower per month. The clients listen to an automated recording, and are given the option to press ‘1’ to speak to a live person. This is accomplished by using the ‘export’ feature of their Act! contact manager program.
A call center has employees clock in using a computer based time clock program when they walk in. If an employee clocks in, but does not log into their phone at their desktop after 15 minutes, an e-mail is sent to their supervisor. The supervisor is also notified if any employees make too many personal calls or spend too much time on any call. Reports are generated regarding the efficiency of each department.
ONLINE VOICE MAIL AND MEDIA
Pagers, cell phones, BlackBerrys, laptops – there’s simply no shortage of devices you need to check. With an IP phone’s enhanced voice mail, however, you can listen to your voice mail over the Internet using the Web interface of your VoIP service provider or receive your messages as email attachments. What’s more, the media files can be saved for future access or archiving.
TRACKING FOR BILLING PURPOSES
Professional services companies, from law offices to accounting firms, can now associate inbound and outbound VoIP calls with specific billing or tracking codes. You can track factors including the length of calls for each client – information that can later be packaged into detailed reports for accounting and billing purposes.