VoIP is becoming increasingly popular in businesses, especially in the era of remote and flexible working environments. There are many benefits to VoIP, which you will likely have heard about already – and rightfully so!
But what happens when VoIP is implemented ineffectively? Let’s take a look at 4 potential pitfalls of VoIP, and how you can avoid them.
What is VoIP?
VoIP stands for Voice Over Internet Protocol. Instead of operating via traditional physical phone lines, VoIP sends voice and media data over the internet. VoIP systems can either be cloud hosted, or be used through a downloadable application. You can opt to either make calls on a ‘hardphone’ or ‘softphone’ – or, in other words, through a physical landline handset, or via a computer, tablet, or smartphone.
Common VoIP mistakes (and what to do instead)
- Using unsupported hardware
VoIP can be used on any device that can connect to the internet. This means that employees can use laptops, computers, tablets, and smartphones to make calls. However, you must consider how this might work in your environment, and invest in additional accessories such as headsets.
If you would prefer to operate your VoIP through a landline handset, you must ensure that the handsets allow VoIP functionality. If not, you will need to upgrade your phones to ones that support internet connectivity.
- Slow internet
As mentioned before, VoIP operates via your internet, as opposed to over physical phone lines. Thus, if your internet connection is not up to speed, the quality of your calls will be greatly affected. If your internet service has poor signal quality, or is very slow, calls can be unreliable, crackly, and even non-existent.
Before switching to VoIP, check with the provider what the minimum internet speed that the phone system needs to operate. Check your current internet speed, and if it is too slow, consider upgrading your internet service.
- Choosing the wrong provider
As with any product or service out there, there are many different providers of VoIP, all of which can offer slightly different packages. Make sure to do your research to find out what options are available to you, rather than opting for the first provider you come across.
It is also important to ensure that your provider is reliable and trustworthy, and look into all the packages and add-ons they provide to ensure you get the best solution for your needs. For example, voice, data and mobile services By Gamma can provide you with a wide range of telephony and internal communications solutions that are easily scalable both for small and large businesses.
- Poor customer service
No matter how good your phone system is, none of this matters if employees provide a poor customer service experience. In addition to upgrading to VoIP, you need to ensure that all agents are properly trained in how to use the new software, and in excellent telephone etiquette.
In doing so, you can make sure that both your technology and your workforce can function to maximum productivity and efficiency and improve the customer experience with your business. After all, no one likes to wait on hold to talk to someone, just for the phone call to drop, or the customer service agent to be unprepared or unprofessional.
And there you have it – 4 common mistakes and pitfalls of using a VoIP system, and how you can make sure that you avoid them.