While good call and line rates is important, there is so much technology to utilise. Daron Hutt, Chairman of Pioneer Business Systems, picks out the key products that can help you maximise productivity and revenue: 

CTI

Most businesses have a regular client or customer base. Building rapport and personalising each call is very important because it maximises customer retention. By using CTI companies are able to integrate their PC with their phone system and have access to a host of vital information. Pop up screens will emerge on the desktop every time a customer calls. It gives you the ability to see not only a customer's name but all of their call history so you can greet the call accordingly. With CTI you can also see who's on the phone and who is away from the office, so you don't need to waste time forwarding calls.

Call Management

Without a call management programme you really can't run your business at its optimum efficiency. This function provides total transparency of your phone system. You can see hundreds of vital statistics including busiest time of day and call volume and traffic. You can also monitor marketing trends and response rates to specific adverts so it is very useful in maximising your return on investment. You can also track any missed calls into the business. This alone can save you thousands in potential lost business.

Call Recording

This is essential for some businesses, especially those regulated by the FSA. But it's very useful for any company that does any kind of business over the phone. It records all incoming and outgoing calls so it improves accuracy and efficiency. There's no need to scribble down notes - it's all available at the touch of a button. It's also a useful message taking tool. Voice clips can be attached to an email and sent directly to a colleague.

On Hold Marketing

Finding ways to maximise advertising opportunities is crucial in a competitive market. On Hold Marketing gives you the ability to present an array of company information to a captive audience. Around 90% of customers will hang up if confronted with silence so this really will increase customer volume and perception. You can include anything, from music and company information to statistics about your industry. It's very versatile.

Call Transfer

If a customer can't get hold of you they are likely to approach your competitor. Call transfer enables you to pick up every call, even if you're away from the office, which makes your customer service exceptional. Calls can be transferred out to any landline or mobile number.

Business Broadband

Fast, easy internet access is crucial nowadays. With business broadband you can share between multiple colleagues and work effortlessly with a wireless router.

For more information visit www.pioneercomms.co.uk