Successful business calls can be the difference between an annual profit and a catastrophic loss. But what are they? Well, that depends on the context.
A successful business call might be regarding something, on the face of it, completely innocuous. On the other hand, it might be related to the closing of a major contract.
Some calls offer a chance to earn respect and goodwill; other calls offer the opportunity to earn.
Gone are the days of the traditional business phone call. Today, if you don’t have the latest VoIP features at hand, you’re at an immediate disadvantage. Why? Because your competitors are making business phone calls easier, faster to arrange, and much more effective. And they’re doing it with state-of-the-art internet-based business phone systems
Deciding to install a VoIP business phone system is a great start, as the big BT landline phone switch-off is looming. But you have to be sure you’re getting the features needed to compete…to leave your competitors in your wake.
Here are nine of the most essential features for successful business calls.
1. Call Forwarding
What happens when you’re not at your desk? Who, for example, answers your phone? A colleague? Someone who happens to be walking by your desk at the time?
If you’re not there to answer your phone, the issue of successful business calls is moot. Missed calls often mean lost sales. Even if the call doesn’t relate to a sale, the fact that you weren’t there to answer will lose you a lot of goodwill and maybe some trust.
Call forwarding redirects incoming calls to a designated number or device. What’s more, you can have calls directed to your mobile phone with the addition of an app.
2. Auto Attendant
Back in the old days, a company that could afford a receptionist was doing well. The ability to direct all incoming calls to a central location and then have the receptionist forward the call to the right person or department was great for creating first impressions.
Today, with the latest business phone systems, you can be a sole trader and still have your own receptionist, 24 hours a day. An auto attendant is a VoIP feature that greets callers and gives them a number of options. The idea is to assess the nature of the call and direct it to the relevant person or department.
Auto attendants work in two ways. Interactive Voice Response (IVR) performs the role of receptionist. It ‘talks’ to the caller in order to solicit information before asking for responses via voice or dialpad inputs.
3. Voice to Email
Having a voicemail is a great backup when you’re not available to take calls. Perhaps you’re on vacation. Maybe you’re with a client and don’t wish to be disturbed. But there’s nothing new about this. Tape-recorded answering machines were around for decades before digital calling became a thing.
But what happens if you want to, for example, put your phone away for the evening? Maybe you want a failsafe option in case a voicemail doesn’t include a notification. Or you might be worried about seeing a voicemail notification and then forgetting about it.
Imagine you’re in a meeting. You need to know the content of a voicemail, as you’ve been waiting for a message from a vital client for days. However, you can’t simply pick up your phone and listen to your message in front of everyone. That’s when having a voicemail-to-email VoIP feature can prove invaluable.
If the nature of the message is time-sensitive, fast action may be critical. So, instead of listening to the call, access your email and read a full and accurate transcript of the audio recording!
4. Call Routing
Ever wonder what happens when a call comes in and the right person isn’t immediately available? Does it bounce around aimlessly, frustrating the caller? Or worse, does it go unanswered, leaving a potential client hanging? In business, every missed connection is a missed opportunity.
Call routing, also known as Automatic Call Distribution, is the VoIP feature that ensures calls land exactly where they need to go. It’s like having a traffic controller for your phone system.
Based on rules you set – whether it’s the time of day, the caller’s input, or the availability of your team – calls are directed to the right person or department. No fuss, no endless hold times. This means your customers get answers fast, and your team stays productive.
With call routing, you’re not just answering phones; you’re building trust and keeping the goodwill flowing.
5. Conference Calling
Picture this: Your team’s scattered across cities, maybe even countries, and you need to hash out a big deal or brainstorm the next game-changer. Are you really going to fly everyone in for a meeting? Not when you have digital conference calling.
This VoIP feature lets multiple people join a single call, no matter where they are, turning a simple phone conversation into a virtual boardroom.
Whether it’s a quick check-in with your team or a high-stakes pitch to a client, conference calling keeps everyone in sync. Add in extras like screen sharing or call recording, and you’ve got a powerful tool for collaboration. It’s not just about talking – it’s about bringing people together to get things done, without the hassle or expense of travel.
6. Call Recording
Concluding a deal or sale with a single phone call is rare. In reality, successful business calls come in groups of three, four, or more. Using that first interaction as a tool to fine-tune your approach could be the difference between success and failure. The ability to listen to the recording in full – with the other party’s permission – can be a great tool in this regard.
Call recording is also effective at monitoring employee performance and regulatory compliance. And many companies use it as a training tool. However you use it, it’s good to know that all your vital business calls are there to access whenever you need them.
7. CRM Integration
Picking up a call without any preparation or information can ruin your chances of a successful interaction. Who’s on the other end? What do they buy? Are they merely a lead right now? What have they discussed with you or your colleagues in the past? Without one of the most useful VoIP features around right now, you won’t know unless you ask.
But with CRM integration, you can access all the information you need when you’re on the call. It’s all automatic and seamless, ensuring you can remain confident, in control, and armed with the information you need to do your thing!
8. Mobile App Support
What happens when you’re out of the office, chasing a lead or meeting a client, and a critical call comes in? Do you let it go to voicemail, risking a missed opportunity? Or do you scramble to find a landline? In today’s fast-paced world, being tied to a desk phone is a recipe for frustration. That’s where mobile app support swoops in to save the day.
This VoIP feature lets you make and receive business calls right from your smartphone or tablet, no matter where you are – be it a coffee shop, an airport, or your living room.
With a dedicated app, your business line travels with you, keeping you connected to clients and colleagues without giving out your personal number. You can access all the same features as your desk phone on the go. It’s like carrying your office with you, ensuring you never miss a lead, sales opportunity, or the opportunity to impress.
9. Call Analytics
Ever wonder how your team’s phone game is holding up? Are calls being answered quickly enough? Are your agents nailing their pitches, or are customers hanging up frustrated? Without data, you’re just guessing, and guesses don’t win deals. That’s where call analytics comes in.
This VoIP feature tracks everything: call volumes, wait times, call durations, and even how many calls turn into sales or resolutions. It’s like having a report card for your phone system.
Want to know which agent is closing the most deals? Curious about peak call times so you can staff smarter? Call analytics lays it all out, helping you spot bottlenecks, train your team, and fine-tune your approach. For small businesses, this means making every call count; for bigger teams, it’s about optimising performance and keeping customers happy.
Make All Your Business Calls Count with a Powerful VoIP Business Phone System
That’s a lot to take in, right? How can you possibly juggle so many VoIP features at once if you’re running a small business? And even if you can, how much will it cost?
SiPalto takes the strain by providing a comprehensive, fully customisable business phone system that makes using these VoIP features a breeze. To discuss your needs with an expert, reach out today for an introductory chat.
