Office Telephones
The most important feature of your office phone system is a second, dedicated telephone line for the business so that you're not sharing the phone with your family. Sure, you could opt for a cheaper “distinctive ring” feature, which is a separate number that shares the main phone line, ringing differently when a call comes in on that number — but imagine how frustrated you'll be if you're sharing that main line with chatty teenagers. Even if you live alone, a second line can be useful to help you establish a boundary between personal and business calls.
Of course, if yours is a business that will need more than one phone line, factor that into your plans right from the start. Talk to your local phone company about small business options — they likely offer a number of service packages that can reduce the cost of the phone lines.
Check that the ringer on your office phone can be shut off completely. That allows you to work undisturbed if you need a stretch of uninterrupted time and also means that you'll be less tempted to answer the phone after hours (assuming that your business doesn't need to deal with after-hours calls).
Phone prices have dropped so low that most phones of reasonable quality now come equipped with features such as speakerphone, hold, and speed-dial functions. These are all very handy, but make sure that you test them out with a friend or family member before using them for the first time — to avoid inadvertently cutting off a potential client. If your phone comes with short cords, you can buy longer versions to make it easier to place the phone where it's handiest for you to reach.
If you're considering a cordless model that will allow you to answer the phone even if you're working in another room of the house (or on your deck!), opt for a good quality digital model. Look for a phone with excellent acoustics, little interference, and security against eavesdropping.
Invest in a headphone system if you'll be spending a lot of time on the phone. Tucking the phone between your ear and your shoulder as you write notes is a surefire way to cramp up your neck muscles. Just make sure that the headphone provides clear reception, for you and your caller — test it out before using it for the first time.
Handy Phone Features
Phone companies offer a number of handy features that you may want to consider. Caller ID is definitely worth the cost, since there will be times when you want to screen your calls (and most business phones have the capacity to display the caller's number if you subscribe to a caller-ID service). Knowing that it's a key client calling means you can choose to pick up the phone, even if you're in the middle of a large project.
Call waiting, however, can be problematic. Although it's handy to know that someone else is calling while you're on the phone, ignoring the beep can be difficult — and if you toggle back and forth to answer one call while you're already on another one, you run the risk of seriously offending the original caller. Having voice mail on the line, so that the second caller can leave a message, may be a better option.
Once you determine all of the features you need for your phone system — including number of lines, Internet access, calling features, cell phones, calling cards, long distance and toll-free numbers — talk to your phone company about a package deal. The phone company will often reward you with discounts for bringing it all of your business.
Call forwarding reroutes an incoming call to another line if you're on the phone or away from your desk. This is especially useful if you're on the road a lot or if you work out of a different location periodically. You can usually turn the feature on and off as you need it, selecting whichever number you need the phone forwarded to.
Long-Distance Plans
It's impossible to avoid the deluge of special offers from long-distance telephone providers these days. To choose the most suitable one, first figure out where you'll be calling most frequently and when, and then look at which provider gives you the best deal. Ensure, however, that you choose a reputable company that provides good customer service — you don't need the hassle of unreliable phone service.
Even after you make your long-distance choice, monitor what other phone companies are offering. You can always switch providers, but it's also worth contacting your existing provider and asking if they can give you a better deal. They monitor the competition, too, and might match the offer or provide other benefits.
Toll-Free Numbers
For businesses that draw customers from a wide geographic area, toll-free numbers are a relatively inexpensive way to encourage customers to contact you. People are much more likely to call to ask questions if you're footing the bill, and once you have the customer on the phone, you can determine exactly what he needs and how you can provide it.
Your local phone company likely has a number of toll-free packages available. You'll want to monitor the usage, especially at first, to make sure that you've chosen the best package for your needs. When you're speaking with customers, keep in mind that you're paying for the call, so that you walk the line between effective sales and running up your phone bill.
The Digital Option
Using Internet technology to make phone calls, often called Voice over Internet Protocol (VoIP), is becoming increasingly available with its major advantage being saving cost over regular “land” lines. Its major drawback is that it does rely, of course, on your Internet connection — so you may find an occasional problem with “dropped” calls. The same land line features such as local and long-distance calling, voice mail, and call forwarding are also often available, so the technology is definitely worth looking into, especially as voice quality and call reliability have improved significantly over the past several years.
Watch for hidden costs in VoIP phone plans, which are often offered as a “flat fee” service per month. Find out what that monthly fee includes (such as calls within the state or continent), what it doesn't, and what happens if you make calls that are outside the plan's fee. Also check out activation costs, taxes and other government fees, and cancellation fees.
