Virtual PBXs Let Staffing Firms Present a "Big Business" Image on a "Small Business" Budget

By: Aaron Gerber
Date: 9/1/2007

In the staffing industry, the telephone is often the first contact a potential client or candidate has with a firm. The impression that call makes can mean the difference between generating business or losing an opportunity.

Thanks to the emergence of hosted communications systems, or virtual PBXs, firms with limited budgets are no longer at a disadvantage when it comes to making stellar first impressions. These systems put all the features of expensive PBXs within financial reach of any firm, and eliminate the upfront investment in hardware and software and the ongoing expense of maintenance and upgrades.

Hosted systems are particularly well-suited for staffing firms, whether they are operating virtually or from traditional office space. They allow for quick and inexpensive expansion to accommodate new recruiters and locations, enabling firms of all sizes to present a "big business" image from day one - and keep on presenting it as they grow.

How They Work
Virtual PBXs lie on top of existing land, mobile or VoIP lines and provide firms with such features as auto attendant, individual extensions, voice mail, conferencing, call forwarding/transfer, music-on-hold, etc.

Unlike traditional PBXs, which can carry installation costs of $5,000-$10,000 or more, virtual PBXs don't require an upfront investment in hardware or new phone lines. For a flat monthly fee (typically $10-50 per month) firms get a toll-free number and a set number of extensions.When a call is received, the system plays the customized greeting and directs the caller according to the firm's custom configuration.

Call forwarding numbers and greetings can be configured on the fly via a robust web interface to accommodate changes in location. Furthermore, virtual systems can expand as the firm grows simply by adding new extensions to the subscription, and the changes take effect immediately.

Virtual PBXs also offer special lead- and sales-generation features, such as providing an affordable means to offer anytime-recorded access to featured services, candidate profiles or career opportunities. They can even help maximize advertising and marketing expenditures through reporting and tracking capabilities that identify which campaigns are producing results and which aren't, so advertising dollars are better-spent.

In a nutshell, virtual PBX systems can:

• Save money: The one-number solution can save as much as $720 a year by eliminating the need for traditional answering services, voicemail boxes, multiple cellular phones and dedicated phone lines for fax or answering machines.

• Increase sales: Firms can provide callers with 24/7 access to recorded information on services and capture valuable lead information such the caller's phone number, as well as their name and address if they are listed in the phone book, even if they don't leave a message.

• Enhance a company's image: By guiding callers to the appropriate department or extension, the auto-attendant conveys the image of a substantial business and organizes employees and departments through one centralized number, regardless of location.

• Improve mobility: The "follow me" feature will forward calls to up to five different phone numbers in the order of preference, ensuring that important calls are never missed even when a recruiter is on the road or working offsite.

• Consolidate communications: Hosted systems consolidate email, voice mail and faxes under one number, and provide the ability to check messages online, via email or from the phone. Users can also be alerted whenever a new message is received.

• Protect privacy: By providing a single toll-free number, virtual PBX systems protect personal contact information, and come equipped with numerous features to help manage calls.

Choose Wisely
As the popularity of virtual PBXs has grown, the provider market has become increasingly crowded.While competition helps keep costs down, it has also increased the number of questionable providers - and the chance that a firm will choose a service that hurts rather than helps its image.

When evaluating service providers, financial stability, longevity and infrastructure are essential, as are expert "live" customer service, qualified support personnel and a robust, topic-sensitive help library. Look for a company that has a proven track record of providing virtual PBX services, and that hosts rather than outsources its services.

In terms of service, look for comprehensive features that are offered on a flat-fee, rather than a la carte basis. Free trial offers are also important, as they are the best way to evaluate the service and the provider's commitment to customer service.

Finally, be sure to ask for and check references. Next to a test run, it's the best way to know that the service you select is everything the provider claims.

Aaron Gerber is the Sales and Marketing Manager for COA Network, Inc. To learn more about Virtual PBX and how it can help your firm, please visit: www.gettelecenter.com.