The global pandemic put a big emphasis on the need to run a business from anywhere. Enabling employees to work remotely requires cloud solutions. VoIP (Voice over Internet Protocol) phone systems have also become critical.
VoIP offers a solution for quality, professional calls from any location. But how do you know if it will work well for your company? We've collected seven tips for ensuring quality VoIP use.
For over 25 years, WEBIT Services has helped hundreds of clients maintain their IT systems (both from the office and home) while building IT strategies.
By reading this article, you will learn why companies consider using VoIP programs and seven best practices to help guarantee excellent phone calls.
Why use VoIP?
Old landline systems are inefficient when you have people working from home. This has led to a significant movement by businesses to VoIP both for necessity and cost-savings.
VoIP allows companies to stay in contact with customers and potential customers. Employees can work from anywhere and still answer the business phone line. Callers get a similar experience no matter where employees work, whether at the office or at home.
According to Microsoft, 82% of organizations have reported saving money after implementing VoIP.
7 best practices for VoIP setup
While VoIP is the way to go for the future, this doesn't mean it's foolproof. Companies that don't set up their system efficiently can experience issues. Complications may include dropped calls, low bandwidth, and unused features.
If you're struggling to make your cloud phone system more efficient, check out our recommended VoIP setup tips below.
1. Check your network capabilities
You can't just assume that you can enable a VoIP system and all will be well. Your network may not be able to handle the extra bandwidth needs without adjustments.
Review router settings to ensure it can handle peak traffic times. Additionally, your network bandwidth may require adjustments if you notice jitter and packet loss (files lost or quality lost in downloads and uploads).
Experiencing dropped calls or choppy audio shows a need to address issues. This may include adjusting network hardware, increasing your ISP bandwidth, or both.
2. Prioritize your VoIP software using QoS rules
Quality of Service (QoS) is a router settings area that lets you say which traffic is most important. QoS sets up "traffic lanes" that give priority to specific functions.
If QoS is not in place, it may create resource issues. For example, a large cloud backup could kick in and interrupt your calls because it's taking up bandwidth.
When setting up a VoIP, you'll want to have your VoIP software prioritized to get the bandwidth it needs. This avoids issues with less critical processes hogging up internet resources.
Using QoS also keeps your calls smooth and improves the reliability of your cloud phone system.
Using these rules for other important cloud activities is also a good idea.
3. Provide quality headsets for your team
A cheap headset can ruin the call experience for a potential customer.
Callers will quickly become frustrated if they can't hear anything or get choppy reception. In addition, they may feel that your company doesn't have its act together.
Your employees may be unable to afford high-quality headsets or may not know what type to buy. Head off potential problems by issuing quality headsets for your team to use.
4. Set up departments and ring groups
One of the great features of VoIP phone systems is the ability to set up ring groups. Creating a ring group allows you to have a call go to all of the employees of a specific department. That way, the whole group gets the ring, and the first available person can pick up the call.
Ring groups improve the caller experience by reducing the wait time. It can also mitigate the need for the caller to leave a voicemail and get stuck waiting on a callback.
First, set up a ring group for your department groups (accounting, marketing, etc.). Then set the included employee extensions for each department. When a caller selects the department extension, they will be connected to the first available employee within that department.
5. Create your company directory
Auto assistants are extremely helpful, and nearly all VoIP systems have them. First, you set up your company directory and record messages to prompt the caller.
For example, you can set up a message that prompts them to input the last name of the person they are trying to reach. They can be routed to a department if they aren't calling a specific person.
While setting up a company directory takes a little effort upfront, it will save much more. You no longer will need to have someone specifically routing every call.
Callers can also get to the person or department they need faster. This improves the customer experience and boosts office productivity.
6. Utilize the VoIP voicemail-to-email feature
The voicemail-to-email feature in VoIP phone systems will automatically transcribe voicemails and then email them to the recipient. This improves efficiency and eliminates wasted time listening to entire messages.
Employees can simply read messages and then prioritize calls accordingly.
Employees can set up this feature using their extension and email address. Some VoIP systems also offer an option to have transcribed voicemails sent via SMS.
7. Train your team on the call-handling process
Training employees on the features and the company calling process is essential. This ensures that your team can enjoy all those time-saving features and helps guarantee callers will receive uniform quality service.
Next Steps for enhancing your business phone system
In the wake of a global pandemic, workplace adaptability has become crucial. Tools like VoIP allow employees to work effectively from any location.
To set up a reliable, quality VoIP system, we recommend the following best practices:
- Check your network capabilities
- Prioritize your VoIP software using QoS rules
- Provide quality headsets for your team
- Set up departments and ring groups
- Create your company directory
- Utilize the VoIP voicemail-to-email feature
- Train your team on the call-handling process
By following these seven steps, you can easily transition to VoIP and use it effectively.
For over 25 years, WEBIT Services has helped hundreds of clients troubleshoot and solve thousands of IT issues and concerns.
If you are looking for a new IT provider, schedule a 30-minute consultation to see if WEBIT Services can help.
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