The public-switched telephone network has served our communication needs for well over a century, but now it’s finally starting to show its age. Landline subscriptions are dropping to the point that they’ll soon go the same way as the telegraph. Still, some businesses insist on clinging on to their trusty old landlines, when they could instead be reaping the benefits of Voice over Internet Protocol (VoIP).
There’s a lot more to VoIP technology than just making calls over the internet. When people think about VoIP, they usually think about Skype. However, business VoIP packages provide all the features that complex and expensive enterprise-grade private branch exchanges (PBX) provide, such as interactive menus, music on hold, call recording, and automated attendants. A VoIP system can serve all your internal and external communication needs.
Here are four ways that VoIP can help you gain a competitive advantage:
#1. Scale with demand
The conventional phone line is rarely enough to keep up with the demand today’s businesses face. Large companies traditionally hired full-time receptionists to handle and reroute incoming calls to the right person or department. Scalability was limited to the number of physical phone lines and the availability of receptionists and call center staff. But since VoIP is a software-defined system that works on any internet-connected device with a speaker and microphone, its scalability is practically limitless, provided your internet is fast enough to handle the number of concurrent calls you require.
#2. Improve customer service
Most of us hate having to call customer support or sales teams, which is why companies need to make it as pain-free a process as possible. Instead of having people wait for ages, VoIP systems can automatically handle incoming calls and direct them to the right person or department, just like a receptionist. These automated attendants are quick and easy to use, and you can even use them to direct callers to your website. VoIP can also automatically reroute calls to the nearest available device. For example, if no one answers the deskphone, the call can be routed to the employee’s mobile device.
#3. Onboard employees faster
Onboarding new employees in a business call center has traditionally been fraught with issues from poorly handled calls to embarrassing incidents when new staff find themselves trying to handle awkward calls. Businesses also had to provide a new phone to every new member of the team. With VoIP, you just open a new account and create a new number — a process that typically only takes a matter of minutes. New employees can then get to work straight away.
VoIP’s in-line coaching features allow supervisors to provide advice without interrupting. Calls can also be recorded easily, and supervisors can take over when necessary.
#4. Enable workforce mobility
Employees are no longer restricted to desks or offices. In fact, more businesses are becoming location-independent, working with remote teams all over the country and beyond. It’s the new way of work — a future where people have more control over their work-life balance while firms can reduce costs by letting employees use their own devices for work. Companies can also save on office space and equipment.
Since VoIP doesn’t care what sort of device employees are using to make and receive calls, or even where they are or which network they’re connected to, you can enable complete workforce mobility. You can securely do this by encrypting all communications and rerouting it through an enterprise-grade virtual private network (VPN).
Interested in VoIP? JAD Technologies provides the IT support and solutions that companies in Norwalk, CT and the surrounding cities need to drive growth and become more efficient. Call us today to get started.