Small Business

Cheaper is Not Always Better

I work for a big insurance coverage agency within the northwest, in an workplace with over 500 different staff. Administration just lately determined to exchange our present telephone system because the previous system was not assembly our wants. I and my co-staff have been beneath the impression that they have been going to replace the system, as in “make an enchancment”, and that we might have late mannequin telephones with technological developments galore. Boy, have been we in for a shock.

In the future a couple of weeks in the past, all of us got here in to seek out new telephones on our desks. These weren’t the state-of-the-artwork communication units we had in thoughts. As an alternative of the glossy, refined, caller IDing, multi-line dealing with, LCD displaying wonders of the fashionable age all of us dreamed of, there was a easy telephone with a keypad on the receiver…not in contrast to what you may need had at house 15 years in the past. Along with the brand new telephone, there was a sheet which defined in graphically painful element precisely which collection of buttons one must push with a purpose to make this factor perform correctly. We needed to now enter a digit to place somebody on maintain, enter a 3 digit code to switch somebody (one digit, dial tone, two digits) and enter a ridiculously lengthy collection of numbers to entry our voicemail.

For sure, we have been in shock. I knew it would not take lengthy earlier than the roars of complaining would drown out the standard workplace din. Positive sufficient, by lunchtime our workplace supervisor got here in to inform everybody that we have been merely going to “attempt it out for some time” and that the corporate had saved hundreds by selecting this feature. I and the opposite staff have been pretty sure that we had already misplaced hundreds in lowered productiveness that morning alone. Oh, nicely…it is their firm, we simply convey within the cash for them.

For the subsequent few days, we tried to get used to saying “maintain, please, whereas I switch you”, eradicating the receiver from our faces and making an attempt to not curse as we made a lame-duck try at urgent keys, listening and urgent extra keys. It was a nightmare. We have been getting fairly fed up with it, however simply assumed that this was what we must cope with. Then, out of the blue, we got here in someday to seek out actual telephones with actual options at our desks. No extra wanting on the receiver whereas we frantically tried to key in numbers quick sufficient to not drop the decision. No extra ten digit voicemail “pins”. No extra of getting no concept who was calling or the place the decision got here from. Ahhhh, aid finally.

Later the identical day, we heard a rumor circulating across the workplace that the VP of operations had returned from a two week journey to New York. His phrases, upon seeing one of many telephones administration had initially bought on his desk have been, “eliminate them”. All it took have been these 4 phrases from a better-as much as set issues proper. Unbelievable.

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