It’s tempting to do everything online: it’s faceless, quick, and can be done at any time of the day. You don’t face the same fear of rejection as you do with a phone call.
However, phone communication is still an essential part of any thriving business.
Real-time conversations help decisions to be made quickly, and it’s much harder for a customer or potential client to turn you down when they’re talking to you instead of replying to an email.
Here are the top reasons why the telephone is still a vital part of your business operation.
1. Phone Communication Is More Personal
The only thing more personal than a phone call is a handwritten letter. A phone call shows that a person is willing to take the time to have a conversation, instead of drafting emails in-between other tasks.
It’s easier to establish a personal connection in a short phone call than it is over weeks of email exchanges. Tone of voice is difficult to interpret when it’s written down, but it’s unmistakable on the phone.
2. Real-Time Conversations Boost Negotiation Power
A sense of urgency can be delivered during a phone call that is missed or not an option with other forms of communication.
A person can be persuaded to close a contract during a phone conversation as the sales representative can respond in real-time.
Written communication doesn’t allow for this, and also gives the recipient time to think of reasons why they shouldn’t buy. A phone conversation puts someone in a tighter spot and it is much harder for them to refuse when they haven’t had time to consider potential objections!
3. Customers Prefer Real People
Some customers prefer online web chats, social media, or email communication. However, there are still many who prefer to speak to a person to resolve any issues they may have.
They are able to find resolutions more quickly, too, as they don’t have to wait for a response. This improves customer satisfaction and boosts retention rates.
4. Telephone Conversations are More Confidential
Sometimes things are better left unwritten. A good phone system allows for confidential conversations, such as raising concerns to HR before making a formal complaint, without a written trail.
It is easier to discuss difficult issues in a conversation instead of an email, too. Tone of voice accounts for 38% of understanding in a conversation – but this is often impossible to interpret in written communications.
5. Phones Improve Productivity
Staff can get caught up with emailing each other back-and-forth all day when in reality the situation could be sorted in a few minutes if they spoke to each other.
Large offices put people off having real conversations. Instead, they opt to email or use services such as Slack to get hold of their colleagues. This has a detrimental effect on productivity and also can make employees feel isolated and not part of the team.
Efficient in-house phone systems will help staff to interact on a more personal level every day, which will improve morale and team engagement. In addition, tasks that could have taken days to resolve via email can be completed in minutes with a quick conversation.
Filter Your Calls for Efficient Working
Phone communication is essential for business productivity – but too many calls can also ruin your day.
Consider a phone answering service to help screen calls and filter only the most important information through to you. Here’s how to choose the best answering service for your business.