They say the millennial generation is the most optimistic and adventurous. They go for experiences, not material things. They want to travel and work from anywhere. They expect quick access to and exchange of information. They’re used to living in a highly virtual and efficient world. They also make up half of the nation’s workforce.
Your business phone system should work for today’s worker accordingly. Here are 5 ways to adapt your business phone system to the current generation.
1. Let Them Use Their Own Devices
Millennials do not want to be tied down and they carry their world around with them in their pocket. By touching a 4.7 inch screen, we can access just about everything and be connected to anyone.
Providing a mobile business phone seems easy enough, but there are 2 problems. First, nobody wants to carry around 2 phones, and second, there needs to be a separation between business and personal.
How to solve this problem – mobile apps. The wonderful world of apps have completely changed our lives – and they’re good for work too. Telzio’s mobile app keeps business calls and messages separate, while giving the user the ability to make and receive calls for work on their personal mobile device. It essentially allows the user to have multiple phone numbers on one device.
2. Text Over Voicemail
Checking voicemail is a waste of time. Texting is much faster and to the point. Coca Cola and JP Morgan have already said goodbye to voicemail services for most of their employees. When Coca Cola gave their employees the option to keep their voicemail, only 6% wanted to keep it.
Understandably from a customer service perspective, eliminating voicemail all together might not be sensible just yet. Not everyone is ready for a texting only society. Still, millennials hate checking voicemail. The solution here is voicemail transcription. It’s a feature Telzio offers that emails voicemails to you in text form. Never listen to an empty voicemail again!
Telzio’s business phone service also includes texting, where employees can receive texts on the mobile app, by email, or forwarded to their cell phone. Your employees can continue to use their own mobile device, but use the mobile app to text to and from the business phone number.
3. Integrate Everything
Millennials are attached to their devices – computers, laptops, tablets, mobile phones. They’re all synced and there’s no interruption or disconnect when switching between devices. Your business calls should flow the same way. Employees want the option of using a desk phone or a softphone, but when they leave the office it shouldn’t end there.
Telzio integrates across all devices, so users have options and flexibility. With landlines and legacy phone systems, pure mobile integration is just not possible. Upgrading to a hosted PBX system is the only way.
4. Add Filters
No, I’m not talking about Instagram filters. I’m talking about classic call screening. According to a 2013 Wall Street Journal article, millennials see phone calls as an interruption and many actually take steps to avoid phone calls, like unplugging the phone completely.
Rather than letting millennials’ aversion to phone calls hurt your business, features like an automated attendant routes calls to the right person directly and eliminates unnecessary time on the phone. Maybe you have a full time receptionist who does this manually, but it’s important to filter out unwanted calls or the aversion to answering the phone will only get worse.
IVR menus and business hours help route your callers to the right place so your employees are spending time on the phone with the right people. Telzio’s call screening feature actually announces the destination the caller has dialed so employees can answer or transfer the call accordingly.
Millennials simply prefer to spend less time talking the phone, and more time texting and using apps. Remember that it’s a generation that grew up with instant messaging and email. The key word there being instant. Being on the phone eliminates the ability to multi-task.
It’s not about an unwillingness to be on the phone, but the distraction an unscheduled phone call can be in the middle of a conversation or task. Unwanted phone calls can drain productivity and your employees’ motivation to answer their phones.
5. Upgrade Remote Offices with a Desk Phone
Nearly half of U.S. workers work remotely, and 69% of workers who spend at least half their time working remotely prefer to use a desk phone, according to a 2015 survey on VoIP phone systems. We often pick up our cell phones to send a quick text or email even when we’re sitting right in front of our computers and desk phones, but when it comes to phone calls, most people still prefer to use a desk phone.
Hosted PBX systems like Telzio enable you to provide a desk phone at each of your employees’ remote locations. A distinguishing benefit of Telzio compared to other VoIP providers is that Telzio offers free unlimited users. This means that you can connect as many employees and devices as needed at no additional cost.
Telzio’s business phone system is location agnostic. You can literally take your desk phone to another country, plug it in, and it will continue work with the same service. IP phones arrive ready for use and work by simply plugging them into the internet router. This makes it easy and affordable for you to accommodate remote workers while providing them with the tools to be productive from anywhere.
Diana is the Chief Customer Officer at Telzio and enjoys helping customers get the most out of their Telzio services.