Phone’s Not Dead: Why Businesses Still Need Telephones in the Digital Age

Technological advancements have made older inventions obsolete, including fax machines, dial-up internet access, and floppy disks. Businesses benefit from modern innovations because these expedite operations and reduce reliance on human labor. But companies are frequently making the mistake of forgoing this one gadget: the telephone.

The Voice-over-Internet Protocol

Technology also allowed the evolution of the phone system. Enter the Voice-over-Internet Protocol (VoIP), which allows users to communicate by audio through the internet instead of an analog connection.

Since the VoIP relies on internet connection instead of analog phone lines, calls are free wherever internet is available. Any landline, mobile phone, or computer that is connected to the internet can receive VoIP calls. This means companies don’t have to dedicate specific hardware to utilize VoIP. But innovations, like the hybrid IP-based PBX, provide extra perks to companies that decide to invest in phone line infrastructures.

The IP PBX can receive both internet-based and landline calls and wires it through a cloud-based system, reducing call charges. This is beneficial especially for companies that deal with customers and partners who still use traditional phone lines.

Here are some of the other perks of keeping a landline number.

Facilitate Faster, More Genuine Communication

man using his phone

The corporate world is well-aware of the email etiquette (when someone uses phrases that seem polite on the surface but are actually passive-aggressive in nature). Although this attitude is key in maintaining relatively tension-free relationships at work, many may admit that beating around the bush can also be counterproductive.

One of the benefits of over-the-phonecommunication is that it provides real-time, genuine conversations that leave little room for misinterpretation. Speakers can speak plainly and still convey their message in a professional way. This type of communication also factors in non-verbal cues, like tone, speed, and intensity of the voice and message, details that people can easily disregard or misread in emails or chats.

Mobile phones also share similar attributes, but these may not offer the reliability that telephones deliver. Calls coming in via mobile phones can either be for personal or professional use, which may be inconvenient, especially for a busy day at work. Mobile phones also rely on expensive call charges and dodgy cell signal, which may produce unwanted expenses.

Improve Customer Service

Customers are still looking for that genuine human experience of connecting and talking to a real person instead of simply receiving an email or a template reply from a chatbot. Telephones still play a huge role in customer service, which is why customer support BPOs are still thriving.

The hotline number serves as a welcome mat for potential customers, and a phone conversation may be all it takes for a company to foster new client relationships. An integral part of phone conversations is the customer service representative’s communication skills. All the agents must have proper communications training to respond well and cater to the needs and queries of customers without relying too much on the script.

A simple telephone conversation still has its place in the digital age. So upgrade your technologies and devices to expedite processes while you tap the market of customers who still prefer more traditional methods.