If Not, Perhaps You Should.
Today’s new VoIP (Voice over Internet Protocol) telephone systems include feature-rich services unlike a standard business phone system. VoIP uses a high-speed Internet connection. You don’t need phone lines.
More Businesses Today Are Switching from Landline Phone Service to VoIP.
VoIP is the option many companies prefer today because it:
- Stays up and running when phone lines are down.
- Saves money on long-distance calls.
- Allows you make/receive calls and retrieve voice mail from anywhere there’s an Internet connection.
- Is a smart option for your traveling workforce.
- Is scalable so you can expand or reduce your service as your needs change.
Plus, with VoIP your business will benefit from:
- Conference Calling: Speak to multiple people at the same time through your desktop, laptop or mobile device.
- Smart Voice Mails (VMs): Never miss another voice mail. Your VMs are immediately emailed to your computer or smartphone, so you always know if someone needs to hear from you.
- Unlimited Extensions: Increase your mailboxes as your needs grow, and never stress over a shortage of storage again.
- Auto-Attendant & Transfers: All calls are answered, forwarded to you, and recorded for your future reference.
- Call Forwarding: Use your web-interface to easily forward calls to any number in the world.
- Instant Messaging (IM): If you need information from a staff member when you’re on a call with a client, you can IM them a request, and relay the information to your caller immediately.
- User-Friendly Travel Options: VoIP takes the stress out of communications when you’re on the road.
In the past, these services would not have been affordable or available to most small businesses. But now they are.
This is an indication that it’s probably time to switch to a VoIP system:
- It’s hard to scale your system as you grow or cut back. Adding new users and phone lines are costly and time-consuming.
- Employees can’t make or receive calls from outside of your office. If you want them to use mobile devices you have to pay for their cell service or reimburse them.
- Your staff can’t use their own devices when working, even when they want to. If you don’t have a formal process for getting a BYOD device approved, or if the process is so complicated and time-consuming that most employees ignore it, this is unacceptable.
- You aren’t upgrading your phone system as you should because your current provider charges additional fees for upgrades.
- You’re paying too much to maintain your hardware. Plus, your IT team is dedicating too much time to this.
- Your phone system is at risk of shutting down completely in the event of a natural or another disaster.
- Your phone system can’t be integrated with critical software applications.
It’s time to take a make a full assessment of your current phone system.
Is your phone system capable of meeting all of your customer service needs?
Facilitating customer service is one of the most important functions of your phone system. Regardless of the size of your business, it’s essential that your phone system is capable of handling the volume of calls you receive, without customers waiting on hold. Just one minute on hold is too long these days.
To evaluate whether your current phone system supports secure customer service, ask these questions. Does it:
- Handle high call volume, including during peak periods?
- Integrate well with your CRM (Customer Relationship Management) application and contact center software?
- Include call monitoring and barge features for your customer service managers so they can join in on a call to assist in answering questions?
- Track critical KPIs such as First Call Resolution (FCR) and Average Handle Time (AHT)?
- Offer IVR (Interactive Voice Response) capability?
- Efficiently route calls using call queuing and distribution?
- Have skills-based routing?
- Provide the option for a callback?
If the answer to any of these questions is “no,” your current phone system isn’t meeting your customers’ needs.
Most companies want to save money and boost their customer experience. With VoIP, you can do both.
Are you paying too much for an inadequate Plain Old Telephone Service? (POTS)
Even if your phone system is working for you, you may be spending more than you should. Small businesses can save considerably with VoIP. The average cost for VoIP is $40 per month per line, with some options as low as $20. Compare this to your total costs for your current POTS lines:
- The cost per line (including line fees, local fees, long distance charges, and carrier charges, as well as possible additional fees for international calls)
- Monthly phone bill expense
- Operational costs relating to support services
- Maintenance costs
- Costs of replacing hardware
If your small business is like most, you’re probably paying too much for inadequate POTS.
How satisfied are your employees with your current phone system?
It’s important to determine if your current phone system meets your staffs’ needs, as well as your customers. Are your employees frustrated because they can’t access messages through their mobile devices? Perhaps calls are being dropped more than you know?
Ask your employees to fill out a survey about how well the system is working. They should be allowed to submit their review anonymously so you can get the most honest feedback possible.
- How frequently do they use in a three-way (or more) conferencing?
- What technology do they use for conferencing?
- Does your current phone system meets their conferencing needs?
- Do they have access to phone routing?
- How easy are these features to use?
BYOD has proven to increase employee satisfaction—And happy employees are more productive:
- Do your employees use their own mobile devices at work?
- What types of hardware and software do employees use to make calls?
- How many use their own devices when working remotely, either on a full-time or part-time basis?
- How do they make calls on their cell devices?
- What business applications do they use on their mobile phones?
- Has your company approved their mobile devices?
- Is it easy or difficult to get a device approved?
There Are Several Choices Available When Considering VoIP.
This is where you receive VoIP service through a provider who is responsible for management. You simply need the equipment that allows you to connect to your provider’s network.
If you don’t want to replace your legacy phone system, a hybrid VoIP system is right for you. This way, you can connect your existing equipment to a VoIP network.
Your Competition Has Probably Already Switched to VoIP. Don’t Get Left Behind.
Your customers’ and employees’ satisfaction are critical to the growth of your business. And to satisfy them, you must choose the right telephony solution. Once you’ve compared your business phone system to VoIP you’ll realize the advantages it provides.