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5 Things to Add to Your Business Telecoms Strategy Post-Covid

Your business’s communication solution sits at the foundation of your entire communications strategy – after all, it’s the great enabler for staff to connect and engage with your customers.

But, now that we’re ‘back to normal’, what can businesses do to enhance their communications strategies and ensure productivity is maximised and, that when the next ‘major challenge’ rears its head, staff are ready and services can continue as expected?

So, we wrote this blog to explain the 5 aspects of your communications that we think should be essential in any business looking to future-proof what is an essential aspect of their entire operation:

Unified Communications

If you’ve been looking to embrace hybrid working over the last couple of years, you’ve probably heard the terms ‘VoIP’ and ‘Unified Communications’.

VoIP

Standing for ‘Voice over Internet Protocol’, VoIP is an essential protocol to make voice calls over your internet connection.

Unified Communications

A broader system that doesn’t just enable voice calls, but puts all your different forms of communication – voice, video calling and conferencing, instant messaging etc. in one system.

While many businesses adopted some form of VoIP system to keep running through the pandemic, it’s not the best long-term solution.

Customer behaviour is changing, and consumers want quick answers to their questions, no matter how they ask them. While a VoIP solution has a lot of potential to enrich the experience of callers, it’s not going to help customers who reach out in other ways.

A UC solution, especially one with APIs to integrate with your other systems, for example your CRM system, can unleash massive potential within your business.

For example, imagine a contact centre where agents who deal with complaints could access recordings of previous calls, directly from their CRM. Not only would it reduce ‘Time to Resolution’ with a much quicker workflow, but it also means managers aren’t required to listen through calls, saving precious time for more nuanced issues or internal tasks… Which brings us onto our next top tip.

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Call recording

Call recording has the potential to do more than simply resolve issues for customers. Given that homeworking could reduce the level of visibility managers have over staff performance and the specific interactions agents have, it also enables an added level of staff accountability while working from home.

Using either under- or over-performing examples of calls, managers can also train staff about what to do, or not to do, depending on the particular scenario.

For some industries, it’s essential and data protection guidelines mean that those audio files need to be protected just as much as any other customer information, and cybersecurity in general, is another aspect of your comms strategy that should certainly be enhanced, even if it’s simply the adoption of encryption…

Encryption

Obviously, as businesses rely more on their internet connection for access to cloud services and hybrid working, the transmission of your data from A to B become another becomes a key attack vector for hackers.

In a nutshell, encryption simply means translating your data into an unreadable code, which can then be deciphered when the information reaches its destination, using a ‘decryption key’ that matches the ‘encryption key’ that was used originally.

This is great for business-critical and confidential information travelling across the public internet, preventing hackers from intercepting your data and reading it, but it’s also a useful tool for data saved on physical devices like laptops.

Say for example an employee leaves a device on a bus or train, as long as the files are encrypted with a robust AES (Advanced Encryption Standard) then whoever tries to access the data will find their efforts wasted!

And thankfully, many cloud services – say for example Microsoft Teams, already use encryption to keep calls confidential – so, for some businesses they may not even have to invest in specific encryption software or services, because many of the programs they use will already be using the technology!

Which brings us to our next point…

Use what you’ve already got

Businesses can save time, money and frustrations by consolidating the number of suppliers they use, simplifying financing, as well as boosting productivity and user experiences by taking multiple software solutions, services and products together.

For example, multi-site operations may be paying for several telephony systems from different providers because of regional or technological limitations, or after an acquisition.

And CRM systems are another great example. With a growing number of API integrations so that the software can ‘talk with’ other systems, or abilities that aren’t well-promoted that could possibly remove the need for a second solution, as we explained with encryption above.

But for your team to use their software to its full potential and ensure staff find theirs too, investing in in-depth training for your team is a must – because how else are they going to know about all the time saving features and workarounds?

Back-up

Finally, this should be standard for any business, but as a reminder and to emphasise it’s necessity, backing-up your data should be habit.

Possible GDPR fines and all the frustrations that can be caused due to data loss, loss of credibility, data recovery costs, increased customer churn, disgruntled and stressed staff, etc, it’s just not worth keeping a regular back-up of your data!

Again, many cloud services have you covered – say for example if an employee’s device is damaged, they can log into a new one and re-download all their emails and documents from Outlook and Office 365. But what if an employee mistakenly wipes the whole SharePoint folder?

It’s just not worth the hassle and the stress of wondering how you’re going to make your data reappear, so having one off-site back-up of all your data should be essential for any business in the 2020s!


In fact, all 5 of these points should be par-fir-the-course for any business looking to capitalise on this period of digital transformation and reinvention, and get a head-start on their competitors! Thankfully, the right UC solution can provide the ability to embrace all of them in one system.

All you need is an experienced telecoms partner that knows the technology and every aspect of your business, and therefore is able to advise the right way to bring your disparate solutions together, use encryption to better secure your data, keep regular back-ups and provide a communication solution that saves your team’s time and help deliver a better experience for customers!

If that sounds like a step in the right direction for your business, don’t hesitate to get in touch and discover why we’re the Unified Communication experts.

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