Added about 2 days ago

The ‘How to’ List All SME’s Who Use Auto Attendants Should Read!

The question perhaps not on everyone’s lips, but should be: 'is our auto-attendant helping our business'? Auto attendant is an effective means to get the customer to the right person, without being passed along through multiple lines and through multiple departments. Auto attendant is a money saving phenomenon, it can directly save your company $1000's, replacing certain job positions (salvaging an entire employee wage) and enables the refocusing of staffing activities to more important tasks.

A US study by Software Advice explored the experience and perception of customers who are required to select directory extensions using a voice menu (aka auto attendant) when phoning companies. Auto attendant proved to have a greater impact on overall business perceptions and satisfaction levels than you might think.

We have all settled on the realisation that first impressions count, and this still holds true from a customer to company interaction perspective as well. A large percentage of the survey respondents (48 percent) identified phone as their preferred method of business contact, so its fair to say its important to have the phone design right!

Looking beyond the customer experience, auto attendant has a direct impact on the company itself. Due to its methodical nature many small businesses use auto attendants to assist their receptionists, frequently using it to take calls after-hours. For some businesses, it makes sense to shift the system entirely to attendant even during normal business hours, often replacing the receptionist role.

 

 Here are some tips & tricks for your auto attendant design based on the study’s findings:

  1. Keep it brief - SMB's should try to keep introductions under three seconds long and menus shorter than five options. Software Advice found that long introductions were the top pain points reported with auto attendant interaction (29 percent).
  2. Keep it simple - the second strongest frustration reported (28 percent) was that the design had too many options. Additionally, make sure to include options for Departments rather than individual employees as this adds unnecessary complexity for the customer.
  3. Let there be logic! - place the most important and common options at the start of the auto attendant menu and provide adequate context for callers to navigate the menu.
  4. Money, resource and time saving tool - auto attendant can increase productivity and save the company money by sending calls directly to their destination instead of wasting other employees’ or operators’ working time.
  5.  Consider replacing your receptionist with an auto attendant  - it might sound a little harsh at first, but from a bottom line perceptive, using auto attendant in replacement of a paid receptionist role is often a wiser financial decision for particular companies, not to mention can increase efficiency and reduce the amount of human error involved in the call handling process. 
  6. Get it right! - a rather sobering 42 percent of consumers said they would take their business elsewhere after a frustrating experience with an auto attendant. Take all the tips and tricks under consideration when deploying your auto attendant design. 

MyNetFone Virtual PBX phone systems includes auto-attendant for no extra cost, along with plenty of other features that can help you improve customer experience. Find out more here or call our business specialists on 1300 733 995

Source: Harris, D. (2015, May 18). VoIP Software Small Business BuyerView | 2015. Retrieved May 24, 2015, from http://www.softwareadvice.com/voip/industryview/auto-attendant-report-2015/

Posted by Lauren at 5:05 pm 0 Comments

Added about 24 days ago

MyNetFone at CeBIT 2015

Come along and see MyNetFone at CeBIT the world’s largest technology expo, 5 - 7 May at Sydney Olympic Park. Visit our friendly team at Stand E20.  We're showcasing a range of Business Communication Solutions, including:

  • New mobile call inclusions for business
  • VoiceLink - Unlimited SIP Channels for just $49
  • YeaLink and Cisco office handsets
  • 1300 Number services
  • NBN and Broadband internet

And for those more competitive spirits, we also have a putting green! 

 Come and visit us at CeBIT to see, touch and try our simpler, smarter business communication solutions (and for a chance to play golf with MyNetFone!).

Register online for your Expo Pass: http://exhibitor.cebit.com.au/mynetfone.

 

MyNetFone at CeBIT 2015

 

Register your CeBIT 2015 ticket today.

CeBIT Australia 2015 | 5 - 7 May | Sydney Olympic Park | www.cebit.com.au

Posted by Zac at 12:43 pm 0 Comments

Added about 1 month ago

Eat, Sleep, Surf, Repeat.

Get a whopping 1TB of data for just $69.95/month! 

Surf the web, watch movies, listen to music and play online games until your hearts content, because...

We have slashed the price of our Deluxe Plan by $30! 

Now get:

  • 1TB anytime download quota 
  • Unlimited upload Quota
  • No excess usage charges - speeds are just shaped 256kbps (if you manage to go over your massive allowance)

All for just $69.95!

Click here to get started

Already in a Deluxe contract but at the $99.95/pm cost?

We are here to help you get the most value out of your plan. So no gimmicks, just recontract on a 24month Deluxe plan and your monthly charge will be slashed from $99.95 to $69.95. Thats a $30 savings each month, just because we think you deserve the extra spending money too.

To start saving simply:

  1. Email the accounts team at: accounts@mynetfone.com.au
  2. Let them know your account number, your name and that you would like to be recontracted on a 24month Deluxe plan at $69.95...that’s it!

We will transition you to the cheaper pricing and the reduced monthly cost will be applied from your next billing cycle.

 

 

Posted by Lauren at 2:12 pm 0 Comments

Added about 1 month ago

VoIP - the Future Looks Bright

The future is looking promising for VoIP as more and more businesses realise they need to future proof their communication structure. 

A recent US study by the Software Advice reveals findings that help support the theory that IP communication such as VoIP is the passage to the business longevity (as mentioned in the recent Adapt or Die blog).

Their findings showed that more business buyers already use a VoIP service than any other type of voice service. Full UC (unified communications) is too expensive for SMEs, but cloud PBXs have the perfect balance of being low cost and functionality rich. US businesses are rapidly catching on to this, so the question remains, why are some Australian businesses lagging behind in the undeniable IP revolution?

Software Advice found twenty-one percent of buyers want a system that forwards calls to mobile devices, while 25 percent seek a system with voicemail. This is consistent with feedback from MyNetFone customers in Australia, who report that our 'Follow Me' feature (forwarding calls to mobiles) and 'Voicemail to email' are their top favourite service features of Virtual PBX. 

The study discovered the main reason businesses were seeking a VoIP solution was because they were experiencing aging/end-of-life system problems with legacy PBXs. Additionally, they found many small businesses are currently saving significantly on their monthly phone bills through using the SIP Trunking system, whereby businesses are only charged on the number of simultaneous phone calls that the trunk can support, bypassing the expensive “one line per employee” cost traditional voice systems impose.

These results suggest that hosted VoIP phone system adoption rates will continue to rise as companies move away from legacy and on-premise PBX solutions in search of more scalable futureproof systems. 

VoIP, it's the future of business telecommunications, don't get left behind!


Learn more about MyNetFone Business VoIP plans


 

Sources  

Harris, D. (2015, April 13). VoIP Software Small Business BuyerView | 2015. Retrieved April 16, 2015, from http://www.softwareadvice.com/voip/buyerview/smb-report-2015/

 

Posted by Lauren at 11:29 am 0 Comments

Added about 1 month ago

Adapt or Die? Darwinism Is Very Much Alive in Business Communications

Darwinism is very much alive in business communications, now more than ever the switch to modernised communication has become contemporary survival measure and no longer a matter of choice.

Rene Sugo raises such thought provoking revelations in the article ‘Believe the hype about VoIP’. Sugo not only draws attention to the progress VoIP has made as a service but how the dependency on such technology-driven unified communications is now embedded into our business culture. He goes on to argue that businesses that do not modernise their communication structure will be left behind and are at the risk of being rendered obsolete as its competitors progress.  

Given large industry advancements such as the NBN roll out in Australia, the dependency on VoIP communications is only set to grow stronger. The NBN Co has already commenced landline disconnections in certain areas which means those who have not already switched to VoIP will be left in the cold. 

The evolution is already here, don't get left behind.

 

Learn more about MyNetFone Business VoIP plans

 


 

Sources:

Sugo, R. (2015, March 24). Believe the hype about VoIP. Retrieved April 16, 2015, from http://www.smartcompany.com.au/technology/46196-believe-the-hype-about-voip.html# 

Posted by Lauren at 3:37 pm 0 Comments

Added 2 months ago

Easter Public Holiday 2015 - Reduced Operating Hours

Time to start planning the family's get-away activities! Easter is almost here, bringing with it an onslaught of chocolatey treats and a warmly welcomed four day weekend. MyNetFone will be operating at reduced hours over this public holiday, so please take note of our operating hours below:

MyNetFone’s Residential Support centre will be closed Friday 3rd April, however, will be open and operating at reduced hours over the remaining holiday period. 

MyNetFone’s Residential Sales will be closed over the Easter break but will open and operating at the reduced hours of 9am-5pm AEST on Monday 6th April.

The MyNetFone Business Sales & Support centres will be closed throughout the Easter long weekend, with afterhours Emergency Support continuing to be available if needed.

Normal operating hours will resume from Tuesday, 2nd April.


Residential Customer Support: Business Customer Support: 
Friday 3rd April - Closed Friday 3rd April - Closed
Saturday 4th April – Open 9am to 5pm AEST Saturday 4th April - Closed
Sunday 5th April - Open 9am to 5pm AEST Sunday 5th April - Closed
Monday 6th April – Open 9am to 5pm AEST Monday 6th April - Closed

Have a fantastic Easter break!

Posted by Lauren at 2:52 pm 0 Comments

Added 2 months ago

MyNetFone Kitchen Rules Meets Taste of Harmony


In support of the national Harmony Day and Cultural Diversity Week MyNetFone team rolled up their sleeves, placed their chef hats on and took part in the Taste of Harmony initiative.

The Taste of Harmony campaign promotes the celebration of workplace diversity through the sharing of our culturally different yet scrummy national dishes. The team delivered on some really delicious and unique national food, which can be seen in the few snaps captured above.

'Harmony Day' is Australia’s national day of cultural diversity, which is celebrated on the 21st March each year. Harmony Day is held annually to align with the United Nations International Day for the Elimination of Racial Discrimination on 21 March. Harmony Day has been running for the last 15 years, promoting inclusiveness, respect and a sense of belonging for everyone. The Victoria government expanded on the idea of Harmony Day through its Cultural Diversity Week initiative, promoting the same cultural inclusiveness and diversity embracing themes but extended over a week's duration. Cultural Diversity Week is one of Victoria's largest multicultural celebrations and it this year it ran from 14-22 March 2015.

A few interesting statistics: 

  • 45% of Australians were born overseas or have at least one parent who was
  • 85% of Australians agree multiculturalism has been good for Australia
  • The most common languages spoken in Australia aside from English are Mandarin, Italian, Arabic, Cantonese, Greek, Vietnamese, Tagalog/Filipino, Spanish and Hindi
  • Over 60 Indigenous languages are spoken in Australia
  • 92% of Australians feel a great sense of belonging to our country

Harmony Day and Cultural Diversity Week are opportunities for everyone from different backgrounds to come together to share their culture, respect and acceptance within Australia. 

Posted by Lauren at 2:19 pm 0 Comments

Added 4 months ago

MyNetFone Sails Flying High at Richard Branson’s Private Island

Following a major expedition in 2013, the MyNetFone pink kites live on & continue their adventures.

In 2013, MyNetFone sponsored a kitesurfing team called the Pink Torres on their Kitesurfing expedition to cross the Torres Strait to Papua New Guinea. Part of MyNetFone’s contribution were the distinct pink kites that safely delivered the team to their destination. The purpose of the expedition was to raise money for the McGrath Foundation, an amazing not-for-profit company which provides nurses to breast cancer patients.

Members of that Kitesurfing team recently got invited to Richard Branson’s private island (Necker island) to discuss their expedition, along with an esteemed group of entrepreneurs & scientists that kitesurf.

So the pink MyNetFone kite sails spent their days leading the kitesurfers around Necker Island and the nearby Eustatia Island which is owned by Google’s cofounder Larry Page. Meanwhile a member of the Pink Torres was invited to do a talk on their expedition in Richard Branson’s living room.

Richard Branson himself is famed for crossing the English Channel – but at a mere 40km it is a drop in the ocean compared to the 400km the Pink Torres team traversed on their journey to cross the Torres Strait.

The $75,000 the Pink Torres raised from that expedition has made them one of the largest contributors to the McGrath Foundation – which continues to do great work helping breast cancer patients.

Learn more about the Pink Torres incredible journey here.

If you would like to further a great cause you can donate to the McGrath Foundation by clicking here

Posted by Lauren at 4:24 pm 0 Comments

Added 5 months ago

Australia Day Operating Hours 2015

Get prepared for a long weekend as Australia day is on its way! On Monday 26th January everyone across nation will be able to embrace what it means to them to be part of Australia, most likely with BBQ's, beaches and listening to the Triple J Hottest 100 countdown.  

On this national day of celebration (Monday 26th January), please take note of the MyNetFone Contact Centre operating hours: 

  • Residential Support: OPEN 9am - 5pm (AEST) 
  • Business Support: CLOSED
  • Residential & Business Sales: CLOSED
Emergency support will continue to be available for urgent matters.

Regular operating hours will resume from Tuesday, 27th January 2015, we apologise for any inconvenience. 


Australia Day 2015 - MyNetFone 

Australia Day Facts:

  • Australia Day is celebrated on 26th January each year and commemorates the first landing in Australia by Captain Arthur Phillip.
  • Under British rule Australia was initially intended as a penal colony, where the ruling class of 18th century England sent criminals considered to be incapable of rehabilitation.
  • The name Australia was first suggested by Captain Matthew Flinders, an English navigator and surveyor. 'Australia' is derived from Latin 'australis', meaning southern. The continent was officially christened Australia in 1824.
  • Australia day is designed to also be a day of acceptance - many people officially become citizens of Australia on Australia Day at Citizenship Ceremonies across the nation

Posted by Lauren at 11:49 am 0 Comments

Added 5 months ago

2014-15 Holiday Support Hours (Updated)

During the 2014-15 Christmas and New Year holiday period, MyNetFone support teams will be reduced. Only limited customer and technical support will be available from today (23rd December) until the 4th of January 2015. Emergency support will continue to be available throughout the holiday period.

Note: Holiday support hours have changed since the previous customer update.


Residential support hours (updated)

 

23rd December (8am - 10pm AEST)

24th December (8am - 10pm AEST)

Closed Christmas and Boxing Days

27th December (9am - 5pm AEST)

28th December (9am - 5pm AEST)

29th December (8am - 10pm AEST)

30th December (8am - 10pm AEST)

31st December (8am - 10pm AEST)

Closed New Years Day

2nd January 2015 (8am - 10pm AEST)

3rd January 2015 (9am - 5pm AEST)

4th January 2015 (9am - 5pm AEST)

 

Residential Support and Sales will be closed on public holidays including: Christmas Day, Boxing Day and New Year’s Day. Hours will return to normal from Monday 5th of January.

 

Business support hours (updated)

 

23rd December (8am - 3pm AEST)

24th December (8am - 3pm AEST)

Closed Christmas and Boxing Days

Closed on the weekend

29th December (8am - 6pm AEST)

30th December (8am - 6pm AEST)

31st December (8am - 3pm AEST)

Closed New Years Day

2nd January 2015 (8am - 6pm AEST)

Closed on the weekend


Business Support and Sales will be closed on public holidays including: Christmas Day, Boxing Day and New Year’s Day, as well as on weekends. Hours will return to normal from Monday 5th of January.

Posted by Zac at 10:10 am 0 Comments

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