How voice contact has become a huge factor in creating outstanding customer service

Tuesday, 5th April 2022
Business lady using Enreach Contact.

In the previous years before the pandemic, a revolution in online and telephone customer service has totally transformed the way companies deal with every type of customer contact. One thing COVID-19 has proven is that even in our technology-driven society, people still prefer real human interaction.

In an unexpected way, the unprecedented events of the last two years has also provided an opportunity to review how businesses communicate with their customers. Providing a comprehensive range of channels that genuinely suit the needs of every customer as opposed to being technology driven, will enhance the brand’s reputation. Certainly, direct voice contact by telephone has been viewed as slightly less important, but that has dramatically changed recently.

The number of increasingly sophisticated digital methods that have been developed to replace human contact both online and, on the telephone, have been staggering. However, their success in building brand confidence and loyalty through better customer service has been somewhat inconsistent.

So why is the humble phone call still more effective than online automation or social channels? In times of crisis, people return to what they know best. They want the reassurance that they are being heard and understood. And the phone call is still the most powerful way to satisfy this need. Talking direct to a human who is prepared to listen and interact, and provide you with everything you need, is the easiest way to create a unique powerful connection.

While alternative communication channels such as chat and chatbots can resolve some customers’ issues, it’s still critical for businesses to optimise how they communicate on the phone and the resurgence of the direct telephone is set to stay.


Customer relationships were totally re-imagined during the pandemic

During the time of the pandemic, brands of every shape and size who had bricks and mortar presence faced the same huge problem. With virtually all types of businesses without any face-to-face contact, the customer was now totally reliant on the web, video and direct phone contact for every type of interaction. That included a range of demographics who had never contacted a company to talk to a human before, were now engaging directly, increasing the volumes of calls by significant numbers.

This clearly created a huge problem for some. Businesses weren’t geared up to work in that way, coupled with reduced staffing levels and staff numbers configured to be efficient was based on old, pre-pandemic data. The workforce had also in the majority, been encouraged to work from home. That meant that the technology, CRM systems and other software fundamental to how a business operates had to be mirrored at home.

This unforeseen challenge also has created a huge opportunity. Businesses can enhance their brand reputation by creating an almost bespoke customer experience where whatever contact channel they choose; it feels personal to them. Also, the companies who were able to rise to the challenge and continued to offer great service, have genuinely shined.


There’s no going back to the norm – enhancing direct voice contact is permanent

Customers will have different standards of how long they will patiently wait for an answer from a business depending on the communication channel. Somewhat surprisingly, although it’s the oldest communication channel, expectations are a lot higher for voice contact.

The key to creating the perfect relationship is not rocket science, and the frustrations of dealing on the phone have almost become clichés, but they include automated menus; not being able to speak to the appropriate person to help you; being put on hold for a long time. But by putting the right systems and technology in place, much of this frustration can be mitigated. Recognising these issues and mitigating them is essential.


Cloud based phone systems. The key to a seamless, one company telephone response.

A cloud system is the only choice to create the infrastructure that allows you to take calls at any of your many locations, and deal with an enquiry efficiently. Transferring the caller to the appropriate member of staff seamlessly is essential. Businesses have many different functions in a range of locations and the person who can answer the question may be hundreds of miles away, so you need to be able to locate the person, find out whether they are available, and if they are the best person to answer the enquiry – all in a matter of seconds – simple with the right tech!


All you need to know, one simple system accessed anywhere

Cloud based phone systems host everything within the cloud. The only requirement a business needs is a good and stable internet connection. All cloud-based phone system functionalities can be accessed online through a browser or mobile device. Cloud phone systems are well suited to businesses who want to get up and running quickly and would benefit from a low cost and increased flexibility. Cloud phone system users can quickly add new members without needing to contact the service provider or install new phone lines. In addition, a cloud phone system allows you to benefit from the most up-to-date business phone system software available with all updates and maintenance performed remotely.


Benefits of a cloud-based phone system

There are several great benefits of cloud phone systems, we have listed some of these below. For more information and benefits take a look at our cloud phone system solutions.


  • Call management and reporting
  • Hosted in a dedicated data centre
  • Mobile integration
  • Great for flexible working
  • Simple and intuitive admin portal
  • Minimum maintenance costs
  • Quick to set up
  • Flexible and grows with your business needs


On-premise PBX phone system

On-premise PBX phone systems are traditional phone systems that require a PBX box on site. This technology holds and controls the system, passing the calls to the right extension number. On-premise PBX phone systems can be expensive to install but it does provide a business with greater control and ownership. This type of phone system is best suited for companies who struggle to maintain a strong internet connection or for companies who want full control over their phone system management and maintenance. A hospital who is required to implement enhanced security for protected patient data would be best suited to an on-premise PBX phone system. The team of IT and cybersecurity experts within the hospital would have the expertise and experience in place to implement the required additional security measures and specialised customisation that may be required.


Benefits of on-premise PBX phone system

These are just some of the benefits of a PBX phone system, take a look at our full range of business phone system solutions for more information.

  • Ownership – everything is owned and retained within your business
  • Customisation – if you have the right team in-house you can customise your phone systems to fit your specialist business needs
  • No need for a strong internet connection which could result in less downtime if you have internet issues


Cloud PBX phone system

Cloud PBX phone system is a hybrid of cloud-based phone systems and on-premise PBX phone system. It takes your current PBX phone system and places it into the cloud, so you can maintain the familiarity of your current PBX system whilst benefiting from the advantages of being in the cloud. This type of system is great for a business with a phone system that is well designed, customised and has been adapted and developed over a period of time. They will not lose the work or time they put into creating an effective phone system but will reap additional benefits from the move to the cloud.


Benefits of a Cloud PBX phone system

These are just some of the great benefits of a cloud PBX phone system, for more information take a look at our full range of cloud phone systems.

  • Familiarity of current business phone system
  • CRM integration
  • Hosted in our dedicated data centre
  • Call management options
  • Great for flexible working


If you would like to discover how easy it is to switch to an Enreach Cloud System and start to enjoy all the benefits they deliver, talk to us.

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Enreach UK Ltd, Communications House, Hadley Park, Telford TF1 6QJ
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