Why are businesses tolerant when it comes to their phone system?

TWL Voice and Data, a telecoms firm based in Cardiff, has conducted research into the experiences of businesses when it comes to using phone systems.

The company carried out a survey among 1440 participants to determine the importance of telephone systems in their business operations. Telephone canvassing and polling platform Doopoll were used in the process.

Most of the participants said their phone systems are essential in the everyday operations of their businesses, with 60 per cent agreeing that they’re extremely important.

As well as this, the survey found that 67 per cent of firms choose the reliability of phone systems over price, while 55 of them stated that they prefer older systems than newer models.

Companies were also asked about how they would respond to subpar performance from their infrastructure compared to the output of staff, and the results were shocking.

An overwhelming majority of businesses (76 per cent) said they’re prepared to tolerate limited functionality from their telephone system and providers.

Gemma Morris, head of business development & marketing at the telco, said her company was surprised when the results were revealed because poor performance is rarely accepted in business.
 “We were surprised to find that business owners and managers were extremely tolerant when it came to poor-performing telephone systems; 76 per cent is a huge majority,” she said.

“What shocked us was that in other facets of business, such as HR, poor performance would not be as widely accepted. So why is it that we do not accept poor performance from our people, but we entertain it from our technology?”

In the business world, poor performance from employees is a red line, unless there are fair circumstances. These findings draw parallel with a study from last year that claimed people are more likely to get divorced than change banks.

Dr Yseult Freeney, a lecturer in organisational psychology at Dublin City University, said at the time: “We tend to assume that human beings are very rational.

“But our ability to make the best decisions is very limited. We tend to go for the quickest option than to think carefully through all possible scenarios before picking the best possible outcome.”

It is believed that people avoid switching providers because it can be a timely and complicated process, and companies often fail to help. Dr Freeney added: “Businesses make it quite emotionally stressful and time-consuming to change.

“They don’t make it easy to leave them and you know that if you try to change a mortgage, it’s a huge battle, time-consuming and stressful, and they make us jump through hoops, so the gain has to be very big.”