What should I do for telephone calls during telework?Introducing how to solve the problem!| Think with Magazine

Many companies may have to introduce telework in a hurry, but in that case, many companies are wondering what to do with telephone correspondence.In this article, we will explain how to respond to telework during telework for those who are struggling with telephone correspondence when introducing telework.If you read this article, you will know what phone call you should do during telework.

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A rapid increase in telework introduction companies

In Japan, telework has not been very likely to penetrate, but companies that come here and introduce teleworks are on the rise.Why are more and more companies that introduce teleworks?Here, we will explain in detail what telework is, why telework is rapidly progressing and background.

Telework is a work style defined by the Japan Telework Association as a "flexible way of working that is not bound by time or place, utilizing information and communication technology."Generally, a case where you work in places other than the office or branch office, such as the headquarters or branch office, is often called telework.Not only can you work in a flexible way of working, but it also leads to the cost reduction of the office.

In Japan, "work style reform" is being promoted for the purpose of realizing life work balance since around 2017.Telework has been gradually promoted as part of work style reform.However, the reality has been mostly large companies in the past.

However, the situation has changed completely due to the epidemic of the new colon virus infection that occurred in 2020.The government has also requested that it is required to go out nationwide and want to perform remote work without going to work as much as possible.In order to respond to this situation, the number of companies that introduced telework has increased in a hurry.

First of all, please consult the office in KDDI.

The importance of telephone calls in telework

Teleworks have the advantages of reducing stress such as effective use of time and going to work, but there are also disadvantages.In Telework, employees may have less opportunities to meet each other in separate places, and they are lacking in communication.

If you only have internal communication, it's easy to solve and it's not a big problem.However, communication with external business partners and customers is a major problem in teleworking.Since there is a limit to communicating with email or chat tools, telephone calls a major role in non -meter communication.

First of all, please consult the office in KDDI.

Problems that you have for telework telephone correspondence

At the time of teleworking, telephone is important as a means of communication with the outside, but there are also issues.There are two major problems in telephone correspondence during telework.The first is "Landline correspondence", and the second is "stagnation of employees who make a phone number".In the following, we will explain each problem specifically, so please use it to understand the problem.

In Japanese companies, there were many cases where telephone numbers were allocated to each department, and employees who received the phone were generally a business flow.

However, when working outside the office, it is difficult to receive a landline phone, and it is considered a problem when introducing telework.If you are a person in charge, you can communicate with a company mobile phone, but in some cases it will be reached for corporate telephones.Therefore, some employees have to come to work to receive a phone call.

If most of the employees are doing telephonework, only employees who are coming to the company for telephone number must respond to landline calls.There are many cases where you are being chased by the call of telephone calls, and your work may be stagnant due to less time to spend on your original work.It is important to take measures that do not respond only to specific employees.

First of all, please consult the office in KDDI.

Risk that can occur with telework telephone correspondence

Telework telephone correspondence is different from when working in the office.Therefore, it is possible that various problems may occur.The main risks include "losing trust," "a lower customer satisfaction," and "losing sales opportunities."Here, we will explain the risks of each.

If you can't respond to representative telephones, and your response is delayed, you may lose trust from business partners and customers.Of course, some business partners may contact the person in charge directly, but there are many cases in which a representative phone calls.

If you don't seem to be able to respond to the phone just because you are not in the office during telework, you may give a dishonest impression and think that this company is unreliable.It is important to note that the relationship of trust has collapsed at once.

When you call for an inquiry to the product, the customer will be recognized as a negative experience if there is a problem in response.If you think you have a bad feeling, your satisfaction will decrease and you may be transferred to other companies' products.

It is possible to respond by method other than the phone, but there are problems.For example, if you accept it in an inquiry form on the website, it may take more time to answer than the phone, so customers may be dissatisfied.Calls that can be conveyed quickly, as some products have to solve the problem right now, are indispensable for improving customer satisfaction.

In many cases, marketing activities are performed steadily, and customers can contact and contact a representative phone.Telephones are an important factor in improving sales, as we can get to business negotiations and contracts by calling customers.

However, if you can't answer the phone or the person in charge is absent and you can't respond, you'll miss a given chance.In some cases, sales opportunities may be lost due to delay in callback.There are risks in various aspects, such as not only the opportunity loss but also the productivity of employees receiving the phone instead.

First of all, please consult the office in KDDI.

How to deal with telephone correspondence during telework

How do you call during telework?There are five solutions.There are five: "folding back with the person in charge or smartphone", "using the transfer service", "using the application", "using telephone agency", and "using cloud PBX".Here, we will explain in detail the solutions, so please refer to it.

The most basic and easy way is to "fold it back with the person in charge or a smartphone".Because there is no need for special tools, it will be a way that can be practiced immediately.However, it takes time and effort to receive a phone call for employees during telework and to return the person in charge.In that case, it is a good idea to provide a company mobile phone.

If you provide a company mobile phone, you will be able to exchange contacts between the people in charge.By passing the contact information and telling me, "Please contact us if you use it, please contact us if you use it," it will be easier to respond.

In addition, there is no need to exchange personal phone numbers for corporate mobile phones.In the event of a loss, the person in charge can lock it remotely, leading to security measures.

Transfer service is a service that transfers telephone calls to the company to employee mobile phones and smartphones.You can receive a phone call wherever you are, so you won't be inefficient, such as employees going to work for phone numbers.

In the transfer service, if you register the number in advance, the phone will be transferred even if you are at home or other places, so you can respond more smoothly than the method of receiving it and turning it back.However, the transfer service is charged for each incoming call.The higher the number of telephones, the higher the cost, so let's consider the introduction after knowing the number of calls.

Some applications can be used by smartphone numbers from smartphones.The point is that it can be used simply by installing the app and the introduction cost is low, so it is easy for anyone to use it.If you introduce the app, you will be notified to the other party with the company's landline number even if you call from your smartphone.Therefore, it can be used in the same way as telephone from the company.

If you want to improve the burden only on a specific employee, there is also a way to transfer it to an external agency service and have it to be dealt with on behalf of it.In the telephone agency service, the staff specializing in telephone correspondence will respond on your own employees.As a result, your employees will not need to respond, and you will be able to prevent them from reducing productivity due to telephone calls.

Although it costs more than in the company, it is an advantage that you do not have to worry about losing your sales opportunities because you can not answer the phone.Also, consider what to do with new customers who have not decided.

"PBX" is an abbreviation of "Private Branch Exchange".In Japanese, it becomes an "premises exchange unit", connecting with the company's telephone and controlling the extension and outer line.

Cloud PBX controls PBX using software on the cloud.Therefore, there is no need to install a physical device.If it is a place where the Internet is connected, it can be connected to a cloud PBX, so it can be used from the go.

Cloud PBX is also characterized by being easy to use simply by installing an app on your personal smartphone.Since there is no need to pay a company terminal from the company for use, it can be used conveniently by companies that do not spend much budget.

First of all, please consult the office in KDDI.

summary

In telework, there is a problem that it is difficult to respond to telephone calls.If you want to solve this task and make a phone call smoothly, you may want to use apps and cloud PBX.

KDDI Cisco Webex Calling in the office is a cloud -based telephone service.It is convenient for telework because you can use your own landline phone number from your smartphone.KDDI offers high -quality and highly safe services, mainly communication, terminals and IT solutions.If you are worried about telephone correspondence during telework, please contact us once.

Click here to introduce Cisco WebEX Calling in the office.

First of all, please consult the office in KDDI.

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