Is this what your VoIP transition feels like?
Las Vegas businesses that are implementing Voip telephone systems can develop a financial return by reducing hard costs, but they will often find the largest benefits are in the “soft” cost areas. So what are these soft costs/benefits and how can you measure them.
Soft costs/benefits are usually found in the following areas:
- Increased Employee productivity
- Increased Customer satisfaction
- Employee retention
Let’s take a look at each of these independently and how a Las Vegas business may be able to objectively measure these.
Increased Employee Productivity with Voip
Voip systems provide many user benefits that can enhance productivity, especially among your higher paid employees. Features such as Outlook or CRM integration, find me/ follow me, mobile device integration etc. can provide ways that may provide unseen or “soft” paybacks.
Example: a sales person activates the find me feature when he is in the field on sales calls. As a result over the next quarter of activity he is able to make 2 added sales because he is available to clients when they need him/her, an increase of 15% in quarterly performance. Example: an attorney is able to utilize a call history feature to track billable phone time with their clients. As a result they increase their billable hours by 3%–an increase of $12,000 annually.
Increased Customer Satisfaction with Voip
Faster call answer times, more personalized answers, better access to the right people are just a few of the ways that Voip systems may increase customer satisfaction.
Example: callers to your inside sales center are pleasantly surprised that your new Voip system allows the employees staffing this area to receive screen POP’s that bring the customer history immediately to the desktop when the call arrives–not only are they greeted by name, but their experience is improved and the call lasts 25% less time–everyone wins. Example: Your service desk utilizes VM notification in an escalation profile to answer after hour calls and emergency off hours calls significantly faster than previously possible. Your customers are thrilled that their off hour calls are responded to so quickly.
Employee retention improves with Voip:
Las Vegas business’ that implement Voip may find that the remote user options allow them to institute options for their employees to work from home at various times. Flex time schedules and the ability to avoid commuting dramatically improve key employees job satisfaction and they stay.
Las Vegas businesses have many reasons for choosing Voip telephone systems. Do not ignore soft costs/benefits as they can provide compelling reasons to support or drive your Las Vegas business decision to deploy Voip technology.