Waving not drowning

A recent survey revealed that 31% of us in the UK have caused water damage to our mobile telephones at some stage in the past. Within that number 73% were male and 27% female. Tragically by far the top reason for water damage was dropping the phone in the toilet (47%) followed by contact with drink (21%) and dropping the phone in the bath or shower (12%).

Price comparison site Goodmobilephones.co.uk who conducted the survey suggest than when the evidence is reviewed, suddenly the need for insuring a mobile against damage makes sense. But what happens if the phone is needed for work? How do you protect against work disasters?

The stark fact is that 80% of businesses which experience a significant disruption will no longer be in business one year later. Whilst dropping a mobile telephone down a toilet might not count as a major disaster for the majority of businesses, being out of touch for any period of time can seriously affect a business. Drawing up a disaster recovery (or business continuity) plan will help you to ensure that that disruption is minimised.

Whilst every business is different, there are a few key elements to most plans, particularly when it comes to communications. From the ability to switch calls to an alternatephone number right through to the need to staff standby temporary premises, the quicker that you can get your business communicating the better.

When a disaster occurs, the first thing which you may wish to do is to pass certain information to employees, relatives or clients. Emergencyinformation numbers allow you to record and play updated information to callers. With the option of passcode access, clients can receive one message whilst employees can hear alternative messages.

Following on from emergency messages may come the need to switch phone lines to alternate numbers or sites. This switching is easily possible via a disaster recovery package or even as part of a normal virtualswitchboard. Allying the telephone divert facility to callrecording means that if decision makers are tied up in resolving the immediate crisis, messages can be stored and reviewed later.

Planning against disaster now could be the difference between business success and failure, between drowning and treading water whilst the business gets back on its feet. Telephone disaster management is an important aspect of this planning and one which should not be left until the flood hits.

A true emergency service

As part of its “adopt a kiosk” scheme, BT has seen its disused red telephone boxes turned into
everything from book exchanges and information points to art galleries and even into a pub. Now,
from Glendaruel in Argyll comes arguably the best idea yet. Its phone box has been fitted with life
saving equipment which can be used in the case of cardiac arrest.

The defibrillator was installed by Community Heartbeat Trust, a charity which provides defibrillation
equipment for use by local communities. With treatment recommended within 5 minutes of a
heart episode many rural communities are too far away from emergency help, turning communal
defibrillators literally into a lifeline.

The decision by BT to allow communities to adopt disused kiosks allows the community to retain
its iconic red telephone box whilst saving BT £800 in maintenance costs each year. With the rise in
home telephone use and then mobiles, the number of calls from pay phones has fallen by 80% in the
last five years with 64% of kiosks running at a loss.

When first installed, pay phones were a lifeline for the community. Being able to chat with those
who lived outside your immediate area opened up whole new lines of communication as well as
opening eyes to the possibilities of moving away from home and yet staying in touch by a more
immediate means than simply writing letters . Most importantly, the pay phone allowed us to
summon help when required.

Nowadays, we take this ability to call for immediate help for granted just as we expect to be able
to pick up a phone and instantly connect with colleagues and friends anywhere in the world.
The advent of internet telephoning (VoIP) has finished what the telephone box started and
brought cheap international telephone calls to all. This in turn has enabled businesses to open up
international markets, calling Spain or calling China as easily as nipping next door for a chat.

Whilst e-mail and broadband are nipping at the heels of the telephone, at the end of the day they
are no substitute for sheer speed of contact as well as the certain knowledge that the call has been
answered and a dialogue established. The telephone is still the medium of choice when calling for
emergency help and will be for some time to come. In the meantime, initiatives such as the use of
old kiosks for emergency defibrillators are thought provoking and inspiring.

Making your number memorable

The department of Health has announced the launch of a new non-emergency telephone number for NHS services. The number, 111, has already been tested in four areas of England and will be rolled out nationally by 2013. It will not replace existing NHS services in Scotland and Wales.

Designed to replace NHS direct; the 111 number will provide access to a range of services across the NHS including out-of-hours GPs, walk-in centres, emergency dentists and pharmacies. The government hopes that this memorable number will reduce confusion although patients may still then be advised to make a follow up call to local service providers or to a slimmed down NHS direct.

Choosing a simple to remember number such as 111 is one of the drivers behind the success of the new service. Indeed, as with any business, the easier it is for potential customers to contact you, the more likely they will do so. Even with the rise of the internet, having a robust telephone service aligned with a memorable telephone number can make a difference.

In America, businesses realised the benefit of memorable telephone numbers far sooner than we did in the UK. Aligning the letters of the alphabet with the numbers on a telephone key pad means that you can refer to your business name or type within the telephone number itself. So, for example, a sports shop might want a telephone number which included the word “sports”. All customers had to do was remember the word “sports” and dial the appropriate letters, effectively dialling 776787.

Whilst in the UK we haven’t taken up this letter/number association with much enthusiasm, it is still true that having a memorable number is more likely to attract callers. Luckily the advent of internet technology also means that calls to the memorable number or numbers can then be routed via a virtual switchboard to anywhere in the world. This means that you can offer clients in the UK or elsewhere a memorable number which appears to apply to their area whilst retaining the flexibility to answer calls from anywhere. Virtual switchboards can even be programmed to “follow the sun” so that calls are switched between international offices or even between office and mobile depending on the time of day.

Some memorable numbers are more memorable than others and these tend to attract a premium when chosen. Whilst few will be as simple as 111, the choice of telephone number might still be an important cog in your marketing mix and one which is well worth considering.

Telephone sales etiquette

The news that emergency insurance provider Homeserve was suspending all telephone sales pending retraining of employees came as a shock to the markets, initially wiping a third off the value of the company.  Quoting an internal review, Homeserve said that in some cases its sales process “did not meet the company’s required standards” necessitating retraining.

Whether this breach related to internal regulations or compliance with tough Financial Services Authority regulations was unclear at the time of writing.  However, the Homeserve action is a warning to all who operate call centres that they need to be vigilant in case employees breach any of the rules and regulations which surround telephone sales.

These multiple regulations apply whether internal or outsourced call centres are used.  Largely brought in to combat aggressive sales practices, the regulations and best practices include areas such as:

• Telephone preference service
• Calling times
• Silent calls
• Cooling off periods
• Industry specific regulations

Between this raft of regulations and the need to achieve sales targets it can sometimes be hard to remember that there is an actual person on the other end of your phone line.  And yet, empathising with the customer experience and building this into your telephone contact etiquette can pay dividends. 

Within a comparatively short time frame telephones have become part of our lives.  The advent of the mobile phone has speeded this process up to the extent that we will often interrupt whatever we are doing, even existing face to face conversations, to answer a call. This gives the telephone power over us and it is a power which if misused can lead to resentment.  Those who understand this are far more likely to receive the sympathetic hearing which is the prelude to a potential customer relationship.  So, for example:

• choose your calling times to suit the preferred customer demographic
• check if it is a convenient time to speak if during a call you hear a child crying,
• offer to phone back 
• make it easy for the call recipient to contact you in return
• be polite at all times

There was a time when the internet boom coupled with the cost of calls gave rise to speculation that the sales call was on its way out.  Internet telephony (VoIP) has reversed this trend allowing cheap calls to be made across the world as well as enabling call recording and statistical analysis.  The sales call can therefore still be a vital part of the business model.  Simply obeying the rules is one thing, going a step further and incorporating company telephone etiquette could pay dividends in the long run.

The end of the line for the home phone

Research carried out by Asda recently revealed that a third of us have given up on having a stand alone home telephone and that this figure rises to 48% for the 18-34 year old age group. This shift in our home telephone usage means that telephone lines are increasingly being used for broadband connections and little else.

Partly as a result of their survey, Asda have decided to stop selling landline handsets and concentrate instead on the sale of a range of smart phones from top of the range phones to those costing as little as £40. The question remains how long it will be before other retailers follow suit.

When it comes to business telephony the picture is more varied. The majority of businesses still rely on having a fixed office space with telephones at every desk. However, here too the picture is slowly changing. Businesses are gradually waking up to the benefits of internet telephony, both from the basis of cost savings and flexibility. This means that whereas offices still contain telephone handsets, these may well be dedicated internet telephony handsets or linked to the internet via a virtual switchboard.

On cost alone, internet telephony tends to win hands down over traditional land lines. VoIP (internet) to Voip calls can range in cost from being free to a few pence per minute and even VoIP to landline calls result in cost savings. This applies equally to international calls as it does to domestic ones, allowing businesses to improve communication links with international clients and suppliers.

Linking the VoIP telephone system to a virtual switchboard also brings other benefits such as call recording and storage or intelligent routing. This latter service enables businesses to forward calls to any other handset including mobile, meaning that the smallest business can always stay in touch.

It is possible that apart from the benefits of smart phones, one of the drivers behind the decline in home telephone lines is the conflict when a single line is required by several family members at the same time. Internet telephony and virtual switchboards can remove that conflict within an office environment with switchboards being able to handle tens of thousands of calls per hour. So, whilst the traditional single office telephone line may go the way of the home phone, the internet and VoIP lines are well on their way to taking its place.

Is your phone just a phone?

The recent difficulties faced by Blackberry have been well documented in the press. The Canadian company, Research in Motion (RIM) which makes the smart phones has its European headquarters in Slough and it is apparently here where the source of the trouble lay.

Whatever the reason for the failure, the fact that for several days Blackberry users were unable to access e-mail or instant messaging has raised questions both about the company as well as the way in which we now view our mobiles as something more than a plain old telephone. Communication devices they may be but ones which surf the web, e-mail, take photos and send instant messages.

For Blackberry, this service outage couldn’t have come at a worse time. The company is still recovering its reputation following comments about the role its instant messaging service played in the London riots earlier this year. However, this episode has highlighted the way in which businesses in particular now rely on being in touch even when on the move.

The advent of internet telephony, virtual switchboards and mobile telephones linked to internet systems means that there is no longer any excuse for being out of touch. Internet switchboards can seamlessly transfer calls to telephones anywhere in the world, including mobiles. For those who don’t want to interrupt important meetings to answer a call, there are a range of virtual assistant services which will take calls, pass on messages, send out brochures and so on.

International telephony is also well catered for via the internet with cheap VoIP calls, international telephone numbers and international toll free services. This means that a business in the UK could be as easily run from Spain as it is from Slough.

The only downside to this expansion to instant communication is that when instant communication is possible, it is expected. So when systems go down they can cause loss of reputation as well as severe financial consequences to the business. Those who have planned for this eventuality will have a good business continuity plan in place; those who didn’t plan must hope that clients and potential clients allow them some leeway in view of a known problem which eventually affected businesses worldwide.