Clearvoice Consulting

Page 1

The Method of Operation

Choosing and implementing new systems is not easy, however, by applying the “Rules” it can be a walk in the park. By following the plan below and downloading the full example in MS Word , you will eliminate the guesswork about how to implement your new system(s).

How many times has a supplying company delivered the equipment to your office and the engineer then innocently asks “so, how do you want this baby set up?” He/she was completely unaware that you had had numerous conversations with the salesman who explained exactly how this new system would work etc., etc.

You may have asked him if he spoke with the salesman and the response was that he’s either left the company or has changed area! So you resign yourself to repeat the whole conversation with the engineer. Then, lo and behold, some of the features you thought the system had, it doesn't! Even if, at that stage, you decided to continue with the installation, you may have had the feeling that the implementation was about as organised as writing it up on the back of cigarette packet!

The only way to ensure that you do not fall into this chasm again is by ensuring that a Method of Operation document is compiled by the supplying company. This ensures that you know exactly what you are getting for your money and more importantly how the new system is going to work for you - exactly as the salesman told you it would!

Page 2

This process has a dual affect; firstly it helps you the customer. You agree to a system being installed and performing in such a way that corresponds with it generating profit and efficiency. You are happy with your purchase and as a result, the implementation is smooth, everyone is trained and you pay the supplier on time.

The supplier on the other hand can instruct his engineers to install the system in the manner in which was sold, then, even if the salesman is on holiday in the Bahamas or has left the company, your system will be installed to your specification.

It is imperative that this process is adhered to in order to manage the expectations of both parties.

As an example, below are the main headings for a Method of Operation for the implementation of a telephone system. As you can see from the information it is a process like any other and perfect preparation prevents poor performance.

Page 3

Summary of Operations

This ensures the supplying company has a grasp of your business as you described it to the salesman during your various meetings. It should include business size, staff, other offices and any other salient facts.

Current Problems

These bullet points will reflect the reasons why you need the new system in the first place.

Current Infrastructure

Cabling, building restrictions or any other issues relating to the installation. For example, it could be that the new supplier is to remove the old system. For a detailed see Downloads in Technology Review section.

Page 4

Installation

Plans, procedures and timelines. Technically advanced companies will use a software package like Microsoft Project (as illustrated below) which identifies all component parts of an installation and presents them in a visual format.



Routing

How many lines, where will they ring, for how long and then where will they ring? All these questions need to be addressed.

Page 5

Operators

Whether handset only or in conjunction with a Screen Based Console, every element of operation must illustrated to ensure (1) you do not lose customers and (2) you can replicate training as and when staff leave.

Hunt Groups, Overflow and Pick Up

The purpose of the telephone system is to ensure that your customers are answered in a timely fashion. It is important that you structure your telephone system to do just that.



Night Service

Should this be automatic or will the Receptionist manually place the system in night service? Do you receive sales calls out-of-hours which could be forwarded to a salesman’s mobile phone?

Depending on the importance of telephone calls, it may be necessary to divert the calls off-site to an answering service such as http://www.moneypenny.co.uk/.

Page 6

Voicemail

Depending on the solution, it may be that your system provides simple messaging e.g. a voicemail for every handset or you have an Auto-Attendant that enables the caller to press keys on the handset so they can speak to the desired department. Some systems are speech-enabled, therefore more time will need to be allocated to ensure that your system works as you expect it to.

User Functions

Do Not Disturb, Distinctive Ringing, Answering Calls, Diverting Calls – all these elements need to be addressed in order that your system works the way it should.

System Management

Depending on the Service Level Agreement (SLA) you must be fully aware of the scope of any contract you have with your maintainers. Software upgrades are normally chargeable, but call-out response times and any other details must be established beforehand.

Page 7

Training & Support

All training will work hand in glove with the Method of Operation.

It is the responsibility of the supplier to provide you with their training documentation and it is your responsibility to sign off the document when the training is completed.

To download our "Method of Operation" template, click the icon below: