Why Phone Communication in Business Is Still Important
Despite the increasingly digitalised nature of business communications it’s still important to afford time and attention to maintaining high standards of phone communication, both internally within an organisation, and externally with clients and customers.
Why is phone communication still important?
Even though the nature of business and business communications is leaning towards digital methods of communication, something that you as a business professional in the 21st Century would be well aware of, effective telephone communication is still important in business despite predictions and trends that would lead business professionals to believe otherwise.
Although industry experts are predicting a reduction in phone communications by 2015 by five percent, that’s a rather minor percentage and communicating by phone still has much to offer in what many people are labelling an increasingly impersonal world.
The somewhat impersonal nature of digital communications – email, SMS, social media, etc. – means there’s a niche that needs to be filled by personal communications and that’s a niche that can easily be filled by effective phone communication, a consideration that is important not to overlook.
Predictions and trends like the one above mentioned – reductions in telecommunication usage – generally focus upon younger, more tech savvy generations and fail to take into account older generations who still prefer telecommunications to any of the alternatives. Furthermore, for direct, immediate communications it is still difficult to top a direct phone call placed to the person you’d like to speak to within or outside your organisation.
Digital communications are often more affordable than telecommunications for the purpose of communicating internally within an organisation, with the exception of VoIP technologies which are an increasingly popular means of communicating verbally.
However, communicating verbally has some notable advantages over digital communications, most notably enabling effective two-way communication, direct responses and faster decision making, all of which can improve business operations and assist business organisations in gaining a competitive edge over their rivals.
Confidentiality, misinterpretation and sensitivity
Although these aren’t pressing concerns for all business organisations, confidentiality is, however, something that every business should afford attention to because legal repercussions can arise when emails and text messages are retrieved and used as evidence. Phone communications, on the other hand, leave no trace and are therefore preferable as a means of confidential communication.
Furthermore, communicating by phone is preferable for sensitive communications where there is a very real likelihood of misinterpretation because phone communication enables real-time communication which helps to avoid confusion and misinterpretation, something that happens all too often with digital communications like email and text messages.
Proper business telephone etiquette
By insisting upon proper business telephone etiquette in your organisation your business will benefit in a number of ways, including better establishing your brand. By having your phone calls answered politely, professionally and introducing your business and the person speaking, you’re furthering awareness of your brand in the minds of your customers, business peers and even suppliers.
It’s imperative to have your phones answered at all times and not only when your office is staffed, perhaps using services like call handling by Message Direct to ensure no phone calls go unanswered after business hours, on weekends and during your receptionist’s lunch break.
Furthermore, it is also important to note that outgoing calls are just as important as incoming calls and that each and every call to your customer base must be treated as ambassadorial, by what is meant the call and the caller are representative of your organisation and must make a positive and professional impression on the recipient of the call.
Take these important phone communication considerations into account to work toward better business communications.