If you’re familiar with the strategy PC gaming series “Civilization”, you probably know that it’s only slightly less addictive than crack. I’ve never tried crack, but the “word on the street”, so to speak, is that it’s a bit hard to let go of. I recently purchased Civilization 4, which is the latest in the Civilization series. That in itself isn’t so interesting, but what happened to me at my job as a result of it most certainly is. I work as a network administrator for a large insurance company in Illinois.

Part of my job is to repair PC’s as needed, which is quite often considering how many there are around this place. I informed my coworker, also a big civilization fan that I had the game and he suggested I bring it in for a little test run. Against my better judgment, we decided to play a hot seat game during work. “Hot seat” means that one player takes a turn, followed by the other, which is only possible with turn based games such as Civ. We both figured that there would always be one of us to answer the phone in our little repair-shop cubbyhole so we didn’t see how we could possibly get caught. Boy were we wrong! About four hours into a game things started getting interesting.

My civilization found his civilization and we started going to war against each other, as one might expect. I sat down for my turn and my coworker decided to head off to the bathroom. The phone rang, and I didn’t pick up so that whoever was on the other end wouldn’t hear the Civ theme music or the explosive sound of my Panzers running over his infantry. What I failed to remember is that our advanced phone system allows anyone to communicate with us on an open speaker phone provided we aren’t on the phone already. My boss utilized this function since no one answered while I was taking my turn…o.k., actually while I was taking my turn and bragging out loud to myself about how well I was doing in the game. I found myself in his office that afternoon, but luckily I was only reprimanded and not fired. Not only did I get into trouble, my coworker continues to make jokes about it at my expense.

I hate my office phone.

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I work for a large insurance firm in the northwest, in an office with over 500 other employees. Management recently decided to replace our existing phone system as the old system was no longer meeting our needs. I and my co-workers were under the impression that they were going to update the system, as in “make an improvement”, and that we would have late model phones with technological advancements galore. Boy, were we in for a surprise.

One day a few weeks ago, we all came in to find new phones on our desks. These were not the state-of-the-art communication devices we had in mind. Instead of the sleek, sophisticated, caller IDing, multi-line handling, LCD displaying wonders of the modern age we all dreamed of, there was a simple phone with a keypad on the receiver…not unlike what you might have had at home 15 years ago. In addition to the new phone, there was a sheet which explained in graphically painful detail exactly which series of buttons one would have to push in order to make this thing function properly. We had to now enter a digit to put someone on hold, enter a three digit code to transfer someone (one digit, dial tone, two digits) and enter a ridiculously long series of numbers to access our voicemail.

Needless to say, we were in shock. I knew it wouldn’t take long before the roars of complaining would drown out the usual office din. Sure enough, by lunchtime our office manager came in to tell everyone that we were simply going to “try it out for a while” and that the company had saved thousands by choosing this option. I and the other employees were fairly certain that we had already lost thousands in reduced productivity that morning alone. Oh, well…it’s their company, we just bring in the money for them.

For the next few days, we tried to get used to saying “hold, please, while I transfer you”, removing the receiver from our faces and trying not to curse as we made a lame-duck attempt at pressing keys, listening and pressing more keys. It was a nightmare. We were getting pretty fed up with it, but just assumed that this was what we would have to deal with. Then, out of the blue, we came in one day to find real phones with real features at our desks. No more looking at the receiver while we frantically tried to key in numbers fast enough not to drop the call. No more ten digit voicemail “pins”. No more of having no idea who was calling or where the call came from. Ahhhh, relief at last.

Later the same day, we heard a rumor circulating around the office that the VP of operations had returned from a two week trip to New York. His words, upon seeing one of the phones management had originally purchased on his desk were, “get rid of them”. All it took were those four words from a higher-up to set things right. Unbelievable.

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Catalog retail is a world all it’s own. Many considerations that other retailers don’t have to deal with are of utmost importance to a catalog retailer. To name a few, the ordering process, warehousing and shipping must be streamlined for maximum efficiency. Maintaining a top notch inventory control and receiving department is also very crucial to business success. Above all, however, a catalog retailer must have a quality business phone system.

Considering the fact that the majority of customers will reach you over the phone, it is paramount to be able to not only handle call volume during peak times, but also to provide your customers service representatives with the features they need to do their job well. Business phone systems should be capable of not only putting your customers in touch with you, but also offer routing flexibility, voicemail and forwarding options for the administrative side of your company. Often, the difference maker for catalog retailers is not the products they sell, but the service behind those products. People who want to buy will have questions regarding an item that a simple picture and brief description will not answer. Most companies have service reps who take orders and product specialists who are familiar with the inventory.

It is essential for the product specialists to have access to a phone system that will accurately and easily allow them to receive and transfer calls between departments. After the initial contact by the sales representatives, the most common transfer of waiting customers will be to product specialists and hopefully back to the sales reps. A customer who is dropped accidentally during this transfer is likely to not call back. Additionally, customers who are made to hold for extended periods of time without an automated message thanking them for their patience are a primary example of lost revenue that could be curtailed by the proper business phone system. All in all, a well thought out business phone system is an integral necessity for any company, but it is especially important for catalog retailers.

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