The lifeblood of any business is open communication. Customers need to know that they can contact your business whenever they need to, and your agents should be confident they can reach out at the best times to keep current clients happy and to connect with new ones.
In other words, a multi-line telephone system is an essential element of a business.
Granted, that has been true for decades, but in recent years a new style of telephone system has grown in popularity: VoIP, an internet-powered option, offering more features and flexibility.
In all, there are three different types of multi-line phone set ups to consider: a 2 line, a 4 line and a VoIP system.
Here’s how small business owners and managers should think about the different phone system options — and how they can figure out which is right for them.
The 2 Line Phone System
This telephone system uses two dedicated lines to allow two simultaneous calls from a single system at a time. It’s a traditional phone system that works best for those operating a business from their home, or within a small company such as a startup.
A 2 line phone system’s lines will include two voicemail inboxes and two telephone numbers in addition to two audio channels, and includes extra features like auto-attendant and call forwarding to help callers connect with the right line.
One downside of the 2 line system: You’ll need to install the dedicated lines, which means a hefty upfront cost for both the hardware and the installation process. And, since smaller operations are more likely to rely on just two lines, that high one-time cost can put a dent in the annual budget.
This option is most attractive for those who need to separate their home and work calls, but don’t use a seperate office. Industries that are most likely to use a 2 line system also include healthcare and construction.
The 4 Line Phone System
You can probably guess how many lines a 4 line system offers. But there’s a twist. Even though it only lets four people use the system at a time, a 4 line system can be modified to support up to sixteen phone handsets and phone numbers.
In other words, a 4 line system is the dedicated system that’s best for larger businesses.
To know if it’s right for you, consider how frequently you can expect more callers than four at a time — everyone after the fourth will have to wait until a line opens up. Plus, if you need to provide more than sixteen agents with phone numbers, one 4 line system won’t be enough.
VoIP Phone System
A VoIP (Voice over Internet Protocol) system works by routing the audio of a phone call through your internet connection. You’ll need to install the hosted VoIP software, but you won’t need any dedicated phone lines, making the process of upgrading to more virtual lines simple and easy.
VoIP phone systems’ flexibility also extends to hardware: VoIP calls can be placed and received through handsets, headsets, desktop, laptop, or a mobile app. Existing hardware can be reused, or an operation can avoid hardware entirely.
Another big draw is VoIP’s range of features. Most systems offer a call recording option, a conference bridge, and even a “call me now” popup window on your company website, which can connect website browsers with your agents through an online phone call.
The reliance on an internet connection is a downside worth noting. You’ll need a dedicated server to ensure your connection doesn’t drop or start lagging, which will reduce the quality of any VoIP calls placed through the connection. As technology continues to evolve, VoIP audio quality has neared that of traditional landlines, but it’ll always need internet to work.
In the end, there is no specific type of phone system that’s best for all businesses. If you’re a small home-based operation, a 2 line system may be best. If you’re a larger operation, a 4 line system might be for you. And, if you’re looking for flexibility, internet-age availability, and extra room for near-future growth, a VoIP system should be your pick. Just, whatever you do, make sure you’re communicating.
