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The Importance of a Modernized Phone System in Today's Business

Article:

The importance of a modernized phone system should never be

underestimated in today's business world. Lost calls due to

insufficient lines and equipment can quickly turn into lost

revenue for companies who do business over the phone. The

industry term for a call terminated by the customer while

waiting for a pick-up is an Abandoned Call. Abandoned Calls are

not only frustrating for the consumer, but also can have the

effect of dissuading the customer from trying again at a later

time. There are several options available for business who want

to lower their Abandoned Call ratio. Automatic Call Sequencers

and Automatic Call Distributors are devices which answer the

calls as they come in. The Automatic Call Sequencers simply

answer with a message indicating to the customer that they will

be helped in the order the call was placed in the queue. The

calls are then picked up by available customer service

representatives who can see the order in which the calls

arrived. Automatic Call Distributors are similar, but normally

answer with a message and then route the call to an available

customer service representative. While many businesses don't

handle the volume of calls necessary to merit the use of these

advanced devices, those that do find them to be invaluable tools

for aiding in prompt customer interaction. For businesses whose

lines are almost always busy and who are unsure of whether they

are facilitating Abandoned Calls, a traffic study can be

performed. A traffic study will determine the volume of calls

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missed due to an insufficient phone system and also provide

information on outgoing calls as well. Many business are

utilizing traffic studies to update their systems for maximum

availabilty to their consumer base. Traffic studies are also

utilized to predict the future traffic of a company's call

volume so that proactive measures can be taken to ensure that

future system needs will be met.

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