Telecommunication is an important tool for businesses. It enables companies to communicate effectively with customers and deliver high standards of customer service. Telecommunication is also a key element in teamwork, allowing employees to collaborate easily from wherever they are located. Mobile telecommunication gives companies the opportunity to introduce more flexible working by allowing employees to work efficiently from home. The introduction of smartphones gives employees new levels of productivity and capability on the move.
The telephone remains an important element of a customer service strategy. By using call management techniques, you can handle incoming calls quickly, even when lines are busy, and you can route calls to employees with the right skills to deal with the inquiry. Alternatively, you can offer callers the ability to choose from a range of options, such as “Press ‘1’ for Accounts,” or Press ‘2’ for Sales.” You can also use the telephone to contact customers proactively, following a service call, for example, or after a purchase.
Collaboration between different departments can help your company improve performance in projects such as new product development, customer relationship management and quality initiatives. According to consultancy McKinsey & Company, collaborative, complex problem solving is the essence of the work of many employees. Telecommunication helps your project teams maintain momentum and make important decisions, even when all members cannot attend meetings. Absent members can join a teleconference or a Web conference if they have a smartphone or computer with Internet connectivity.
If your employees in sales, technical and service teams spend a large portion of their working days with colleagues, visiting customers, working at home or traveling, mobile telecommunication can help them maintain essential contact and work productively on the move. The Yankee Group Enterprise Mobility Survey found that 40 percent of respondents regarded more than a third of employees as remote or mobile workers.
The increasing sophistication of smartphones makes mobile telecommunication an integral part of a wider communication capability. Employees can use the same telecommunication device to access data, send and receive emails, work on documents or participate in multimedia conferences. According to the Cisco Visual Networking Index Study, data-intensive applications are the main component of the growth in communication network traffic.