Critical Laws of Using Technology to Grow Your Business

Why Every Employee Needs Their Own Extension Line

28 February 2018

Christina Watkins

Are you currently using one phone number to cover your entire office?

Investing in extension lines for all of your employees is a smart way to manage incoming calls, help customers reach the correct person more quickly, and give your staff more control.

If you're not convinced that the benefits will be worth the cost, this article is for you. Keep reading for full details on how individual extension lines can help your business.

It's Easier for Customers to Reach the Right Person 

Is there anything more frustrating than calling a company and finding it impossible to get hold of the right person? Probably not.

Luckily, when you have unique extension numbers for each department and member of staff, it's easy for receptionists to put calls through to the correct person immediately. That means less wasted time for staff and customers, and better customer service scores in the long run.

Employees Can Set Their Own Custom Greetings 

Your staff all have their own unique needs, so sharing common phones isn't ideal. When each staff member has their own extension line, they can set greetings and away messages as needed. If they're out of the office or on leave, they can let people know the second they hit voicemail.

If there are certain questions they're asked over and over, they can set a greeting which answers these quickly and succinctly. A dynamic workplace can't function without extension lines.

Recordings Can Be Used to Answer Common Questions 

Does one department field the same two or three questions hundreds of times a day? Save time and frustration by setting up recordings to answer frequently asked questions.

Customers will be happy to get clear answers, and staff will be freed up to deal with issues which actually need their help. When using extension lines, you can set different recordings according to the department so that only relevant questions are addressed.

Calls Can Be Forwarded to Mobile

Who stays at their desk all day? Nobody.

When your staff are out and about, travelling or attending meetings, they can set their extension line to redirect to their mobile. This means they won't miss any important calls, and other members of staff won't be distracted trying to cover their phones while they're out. It's a win-win solution.

Considering investing in individual extension lines for your employees? It's one of the smartest decisions you can make, particularly if you want to improve customer service. For more information on business phone systems, contact a phone service today!

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