Do you know what needs to be included in a business phone policy? Many people know that they should have one, but many more fail to implement it. And that can actually be worse than not having a policy at all! We look at why you need a phone policy and what you should include in it.
Are you using the phones properly?
You can splurge on fancy TV commercials, expensive print ads, spiffy office space and a cool website – but not having a company phone policy can do more damage to your brand than all that marketing can ever make up for. Yet many companies think it’s enough to hand out phones, connect them to the switchboard and let each employee figure out how they should work.
Sure, using a phone is not difficult – after all, everyone has a smartphone nowadays – but using it properly is a whole other story. That’s why a phone policy for your business must be part of the overall communication plan!
Taking a holistic approach to telephony
Even if you already have a telephone policy and a competent telephone system , it can feel like there’s a hitch somewhere. Some employees may not have left a personalized voicemail message, others may forget to dial the right extension, and a third may have dropped their work phone three times. By writing a clear company telephone policy that defines your procedures, you can easily avoid the most common telephone problems – and at the same time create a greater sense of belonging among your employees.
The differences between companies that have a telephone policy and those that do not are largely about service. When a customer calls a company that actively operates a telephone policy, you find out lots of things, even before you get to the person on the other end! For example:
- Who you called at which company
- Why the person cannot answer at the moment
- When the person is available again
- What options you have – e.g. leave a message, be transferred to someone else or be called
When your business invests in a new phone system or cloud PBX, you’re likely to spend a lot of money to make it work as well as possible. To optimize the chances of success, it’s important to provide the entire business with tools and procedures, and a plan for how you will implement the feature internally. A phone policy makes it easier and helps everyone work towards the same goal.
The risks of not having a business phone policy
Those without a telephone policy are missing out on one of the most important public faces of their company.
Not calling back someone who has paged you, not having a personal greeting in your voicemail, or forgetting to turn on your phone after a meeting are common mistakes in even large companies – mistakes that damage the business both externally and internally. A phone policy provides peace of mind and clarity for employees, as everyone knows how to handle their own phone, but also how they have an impact on the company’s collective voice.
If, on the other hand, you have a policy but fail to define its purpose, it will result in sighs and groans from your staff (and no one will give a damn about what it says at all). To put it bluntly, it’s like tearing down outdoor posters advertising your own company – it’s as counterproductive as not answering the phone properly.
First, define why your company needs a phone policy
The first thing you need to work out before you sit down to write a telephone policy is why you actually need one in your company. Clearly state the purpose right at the start of your policy – so that no employee can fail to understand why it’s important, and what can happen if they don’t manage the phones in the company. Many employees often feel stressed about the high volume of calls, but what is easily forgotten is that you have invested a lot of time, energy and money in actually getting those calls in. Every call needs to be treated with respect – there could be a whole business behind it!
Read on for a step-by-step guide on how to write a phone policy.
What is expected of employees?
To clarify the actual practicalities of your telephone policy, it is important to define what is expected from those who will actually use it. As much time as you spend on your branding and marketing, you need to spend on your personal communication with customers – both written and verbal.
Get help from your internal experts
Although the marketing manager should be the owner of the entire policy document, it is smart to have several people involved in actually creating it. The sales and marketing manager will certainly have a lot to say about it – but an IT manager and a receptionist may also have valuable input on how to install or update your phone, for example, or how to answer a phone queue.
Selected elements that should be included in a business phone policy
- How to manage your connection. What happens if someone calls and you are in a meeting, sick, or on vacation? How do you get connected?
- How to take care of your mobile phone. A modern smartphone is sometimes more expensive than a work computer. How should you take care of your phone? How often do you get a new one? What happens if you lose it or it breaks?
- What your responsibilities are as a team leader. There are several key people in the company who are not only responsible for their own telephony – but also for keeping track of their colleagues and teams. How can these people see how everyone is performing?
- How to manage your referrals. By setting up referrals or different profiles in your phone, you can control which number is displayed to the outside world, how calls are routed, when they go to voicemail and how phone numbers are displayed during working hours and after work.
- How to handle your personal calls. Set up procedures for how often you should check your voicemail, and how long you should wait before getting back to the caller. Is it within 24 hours – or within 2?
- How large the data sets are. Larger companies with many employees need to regulate the amount of data and surfing for the different subscriptions available. How many GB of surfing do you really need?
- What applies to private mobiles. When and how should private mobiles be connected to the telephone system?
- How to answer the phone. What greetings should you have? What should each person say in their personal answering machine? Should you have spoken directions to help customers find their way?
- What applies to different roles in the company. Different roles have different needs in terms of availability and procedures. Should a salesperson be as accessible as a support worker or receptionist?
Don’t forget: A phone call is always important
When developing a business phone policy, it is important to always keep the customer in mind. Nowadays, many people prefer to communicate with businesses primarily via email or chat – but when they do call, it’s probably for an important reason. The person on the other end simply wants to get in touch with someone, quickly. A phone call is still by far the most effective way to solve a problem – and it’s one of the most important things to remember when designing your phone policy.
