Whether your business is small, medium or enterprise, your telephone system and call handling is likely a critical part of your customer interaction.

Headset callWhat are your answers to these important questions:

How many people call your main telephone number in a given period of time? From a marketing perspective, it’s important to know how effective you are in reaching your business audience and generating responses.

How many people called in response to your new marketing campaign? It may be helpful to have separate telephone numbers for different marketing campaigns in order to gauge their effectiveness.

When do you receive the most calls? And, how long do callers wait for someone to answer their initial calls? How long are callers waiting on hold? Also, how many abandoned calls do you have? Answers to these questions will be important to assist with staffing levels by time of day and day of the week.

Do you know how many calls were answered per person? And, who is answering the fewest calls? Do you have enough lines to handle your call volume?

By deploying an ACD (Automatic Call Distribution) system, you could have the information at your fingertips to answer these and other crucial questions.

Summary of ACD benefits: Benefits

Among the many benefits that ACD can provide to users, nothing compares to the overall increase in Customer Satisfaction that can be gained using this tool.

Callers entering into ACD systems have the comfort of knowing that their call is being processed by prompting the caller periodically through various messages. ACD above all else, eliminates terminal holds which can be extremely frustrating to customers, and your business can ultimately lose the customer. This can cost your business thousands of dollars in lost business that can never be measured.

Decreasing costs always provides a tremendous benefit to organizations, and ACD systems can certainly help accomplish this goal.

Efficient contact centers can:

  • Eliminate multiple handling of calls, reducing staff expenses.
  • Manage staffing levels by providing report data on call center activity and call flow.
  • Connect Multiple Locations: ACD can easily route calls to agents sitting at different or remote locations. All the agents working in different geographies can function as one single team.
  • Manage agent efficiency.
  • Reduce returned calls.
  • Help determine the correct number of incoming lines.
  • Responding fast to a call by transferring it to the most appropriate agent, will definitely improve the chances of first call resolution and the customer can get his query resolved without transferring him to other agents or departments. This will reduce the time taken to answer a call and hence reduce cost-per-call.
  • “With efficient routing of incoming calls, agents can use their expertise in solving the problems of a caller rather than indulging in activities that are outside their scope.”

    ACD acquires usage data such as total number of calls, time spent on each call, waiting time etc which is used for reporting purposes. This will enable managers to assess key performance indicators and optimize resources more effectively.

    Exploring these possibilities could be an important step in improving customer service and ultimately, your bottom line! View the following short introductory video showing some of the features available to the Contact Center Agent running UC Suite for the NEC SV9100:

    Ask us about the possibilities. More info

    Two-way radios are excellent communication tools for many organizations. However, it is important to choose whether the conventional or trunked format is best suited for your application. You may ask, “What’s the difference?”

    Conventional Two-Way Radios

    Conventional radio systems operate on fixed RF channels and are best suited for organizations with a smaller user group. In these radio networks, the system has dedicated channels for specific groups/users, and the user manually selects the channels they want. In multi-channel systems channels are used for separate purposes. For instance, Channel 1 can be allocated to service personnel to talk to the dispatch office and Channel 2 can be assigned to talk to construction crews. Generally, these systems have the capabilities to support roughly 70 users per channel.

    No control channels are needed, so users are free to use any of the channels available to them, assuming no one else is currently using the channel. This means that a user would need to finish their call on channel 2 before another user could place a call on channel 2. Therefore, the amount of users who can successfully use this network is directly related to the amount of channels available.

    Trunked Two-Way Radios

    Trunked radio networks utilize sophisticated repeater technology. This is a complex type of computer-controlled two-way radio system that allows sharing of relatively few radio frequency channels among a large group of users. Instead of assigning, for example, a radio channel to one particular organization at a time, users are instead assigned to a logical grouping, or “talk group”. When any user in that group wishes to converse with another user in the talk group, a vacant radio channel is found automatically by the system and the conversation takes place on that channel. Many unrelated conversations can occur on a channel, making use of the otherwise idle time between conversations. Each radio transceiver contains a microcomputer to control it. A control channel coordinates all the activity of the radios in the system.

    This can save users a lot of time and frustration as they don’t need to worry about turning a knob to find an open channel, or having to wait to communicate over a specific channel. Rather, they can simply use the push-to-talk button and be quickly connected over the first available channel.

    Always Ask!ic-f5061_main

    Be sure to have a conversation with a qualified two-way radio professional to get all your questions answered in order to make the best decision to meet you specific needs.

    Contact sales@nutecelectrotel.com for help with your questions.

    Even if you are filing most documents electronically, in virtual filing cabinets, there are
    almost always physical documents to be processed. Organizing your system of filing
    would be a topic all of its own. Here we will address a couple of the physical elements of
    document management.

    Printers and Copiers

    paper jamWe often hear complaints about paper jams in printers and copiers. This can be really disruptive to productivity and may be caused by any one of a number of issues. In the past, this was often a major problem with some machines. Today`s machines are much more reliable and usually operate with fewer paper jams. Properly loaded paper can help eliminate some of the paper jam problem. Instead of loading a whole ream (500 sheet package) of paper at once, try separating it into thirds. Fan each of these and square them up before loading them in the machine. Use quality paper. Sometimes lower cost paper varies in quality from batch to batch. However, there are some brands of budget priced paper that work very well. Find one that gives you the best experience.

    If you have problems with printing to thicker paper, such as card stock, be sure to check the specifications of your device to ensure it is designed for the paper you chose. In most machines, if card stock is supported, it should be loaded in the by-pass tray. If you continue to have problems, you may require a technician to check it out.

    Multifunction Printers (MFP)

    copyingMany machines today combine the functions of copier, scanner, printer, and optional fax all in one device. Depending upon your device model, you may be able to scan documents for printing, scan to a file, scan to email and ⁄or scan to secure encrypted storage on the hard drive of your machine.

    These machines range in size and scope from meeting the basic needs of a small office to full scale publishing machines with built-in document servers. From a practical perspective, the best tip to offer here is that you utilize a maintenance agreement to handle everything so you only need to provide the required paper products.

    Advanced Technology

    Would the latest in tailored, cost-effective solutions that meet your print, document management and content needs help you achieve your business goals?

    How about a fast Dual-Scan Document Feeder that handles up to 300 sheets at a time and seamlessly scans both sides of each page in a single pass? Or, would a basic Reversing Automatic Document Feeder fill the bill?

    Do you ever get delayed by another print job that’s held-up due to requiring a specific paper size or type? Then a “Print Around” feature would eliminate printing bottlenecks by allowing other print jobs to go around that one stubborn job.

    There are numerous document management aids available to make your office life easier and more productive. I find AquaAce paper particularly attractive. Some printers can produce outstanding results on AquaAce, a water, oil, chemical and UV resistant paper. AquaAce paper can be used with Colour Laser Printers to create vivid images that are durable and maintain their shape overtime. Each image is protected to ensure your prints look perfect in any kind of weather or condition. This saves time and money by printing in-house. It also reduces your carbon footprint because it is reusable and can be disposed of like regular household waste.

    Ask us about the possibilities: sales@nutecelectrotel.com

    The Cambridge Advanced Learner’s Dictionary & Thesaurus defines “get real!” as a statement used for telling someone that they should try to understand the true facts of a situation and not hope for what is impossible.

    WebRTC (Real Time Communications) is now REAL and POSSIBLE! WebRTC is nearly instant with minimal latency. Messages are not stored between transmission and reception, providing a peer-to-peer, rather than broadcasting or multicasting, transmission.

    As you scrutinize new technologies such as WebRTC and its capabilities, you may ask, “How will they fit my enterprise?” “Will they live up to the hype?” WebRTC is the latest set of technologies for enterprise communication solutions, connecting between browsers over peer-to-peer connections. It uses Real-Time Protocol to transfer audio and video, offering significant advantages for customers to include real time communication in a wide variety of applications. These include video conferencing, file transfer, chat, or desktop sharing without the need of either internal or external plugins.

    nec-webrtcThe NEC SV9100’s InUC (Real-Time Communications) provides highly cost-effective video and collaboration, working seamlessly within your IT environment. SV9100 users are able to quickly set-up audio and video connections between two or more PCs or devices from anywhere with an internet and VPN or LAN connection. This functions via Google Chrome on a PC or Android device for video conferencing, document and screen sharing for up to 32 users (up to 8 participants in each of 4 virtual rooms). It’s ideal for live software demos and presentation slideshows. This facilitates learning and making meaningful connections within a digital work place.

    When face-to-face meetings are not practical, WebRTC may be the best option available for your video communication. It’s easy and quick to setup while retaining the personal touch and keeping your participants engaged. Will this be your next choice?