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Network, Customer Service Important Considerations

Posted on: Monday, 15 August 2005, 03:00 CDT

The days of just buying a few phones for your business are long gone. Now there are fax lines, cellphones, fiber optics, wireless services and everything else to consider.

With so much technology out there, and with so many companies offering "just the right solution for you," how do you go about finding a telecommunications provider that will do a good job for your business?

First, know what services you want from a telecom provider. Many providers advertise themselves as companies that can take care of all your needs, but it is important to confirm what services are actually available. Most offer local and long-distance telephone service and Internet services. Some companies can provide you with the actual telephones as well, taking care of everything from installation to maintenance. Make sure your telecom provider will be able to meet all the demands of your business, and that it offers flexibility in choice of plans. The best value will come with the right combinations of services for your business, not a one-size- fits-all model that forces you to purchase services you don't want or need.

If you do get a phone system with multiple lines and even more buttons, it's a good idea to get the best one you can afford. You may have to expand your system, and paying a bit more up front could save you a major overhaul down the line. When it's time for an upgrade, don't assume you will be able to add to existing equipment. It is important to research this potential situation up front. Find out if your provider offers discounts if you combine multiple services on one account - which can add up to big savings.

If you do purchase or lease your equipment from a telecom provider, the company should provide training for the person expected to work with the new system. Take advantage of this training, because you will then have someone in-house who knows how the system works and who can teach others. This person also can keep you apprised of upgrades.

It's important to choose a telecom provider that operates a reliable network. A down network almost certainly will mean a loss of business and revenue for your company. Ask about redundant facilities and diverse networks, which can keep a short outage from becoming a long one.

Consider the financial stability of your prospective telecom provider as well. Nothing can be so frustrating as contracting for an important business service only to have your provider disappear on you. A company with a track record under its belt is less likely to leave you hanging' in the lurch.

Lastly, consider the importance of good customer service. If you have a question, problem or need repair, the quality of your provider's customer-service department will make a huge difference. Can you find a live person on the phone, or are you endlessly transferred from one automated menu to another? Will they send someone to your business at no extra charge?

You can find the answers to many of these questions by interviewing telecom providers, but nothing beats the value of a good referral. Ask business owners with needs similar to your own about their telecom provider. If they've done a good job for another company similar to yours, there's a good chance they'll do a good job for you.

Once you've gotten a few names to work with, it's a good idea to limit yourself to interviewing three companies. Anything more than that will take up too much of your time.

How to select a telecommunications provider

Copyright The Boulder County Business Report Jul 22-Aug 4, 2005

Source: Boulder County Business Report

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