Voice over Internet Protocol (VoIP) has transferred the way businesses used to make calls. Companies can make and receive calls via the internet, monitor the activities of different teams remotely, and communicate with customers through a unified communication solution, rather than using telephone lines. However, with poor planning, faulty internet connections, wrong call configuration, and poorly trained employees, a great upgrade can become a frustrating experience.
Fortunately, the majority of problems that can arise during a VoIP implementation can be prevented if you are well prepared and you have a technology partner to assist you.
We’re going to look at some of the reasons that VoIP implementations work and some of the pitfalls that can be avoided as well as some factors to consider when selecting a VoIP solution.
What’s VoIP Implementation?
VoIP implementation allows you to create a phone system that works through the internet to make and receive calls. Typically, this will mean selecting a provider, configuring the network, assigning phone numbers, configuring devices and determining the process for incoming calls.
For instance, a business could prefer that customers’ calls go to the sales department rather than the support department. It can also require their employees to answer calls while travelling or working from home.
These are regular activities, and they should be easier, not more onerous, if the setup is successful. This is the reason businesses are required to consider their communication requirements prior to picking a service.
What Makes VoIP Deployments Fail?
A VoIP rollout rarely fails for just one reason. Problems can stem from network limitations, inadequate planning, or a system that does not meet the business’s needs.
Below are 10 common issues :
1. An Unreliable Internet Connection
VoIP calls require a good internet connection. If the network is having issues, you may see audio dropouts or delays, or even have calls drop unexpectedly.
This is common when a company converts to VoIP without determining if their Internet service is capable of supporting multiple users who are making calls.
2. Selecting the Wrong Provider
A telephone service could seem inexpensive initially, but when it doesn’t meet your business requirements, it is not actually the best deal. For instance, a growing business might require call queues, voicemail, call forwarding or integration with the business’s current software.
Failure to meet these needs can result in the business having to be paying for additional services, or having to change providers earlier than they planned.
3. Incorrect Network Settings
Clear calls cannot be ensured on a bad internet connection with a wrong network configuration. VoIP traffic may be affected by firewalls, routers and security settings.
This could lead to one way audio, poor call quality, calls dropping out without warning.
4. Poor Call Routing
What if a customer calls your business to place an order, and then gets bounced from one department to the next, or the order is delivered to the wrong person? These situations can be very frustrating.
Not getting the call routed properly can also result in employees having to handle calls that are meant for other teams.
5. Staff Are Lacking Knowledge of the System
It is possible for a new phone system to provide the employee with some useful features, but if they aren’t aware of how to use those features, they’re not going to be much help.
Staff may have difficulty transferring calls, checking voicmail or answering calls using a computer or mobile device. This can hinder normal work and cause unnecessary errors.
6. Rushing the Setup
Companies may attempt to go as fast as possible to VoIP. A quick switchover might seem like a good idea, but without planning and testing can lead to larger issues later on.
It takes time to transfer numbers, set up devices, configure networks, and train employees. These changes can cause disruption to the business if implemented too quickly when the new system comes into use.
7. Overlooking Security
As with any service that utilizes the internet, security is required for VoIP systems. If a business’s devices are outdated, or doesn’t have a secure password, or the account is not secure, then they are susceptible to unauthorised access.
8. Avoiding Testing Prior to Launch
The phone system may seem to function correctly during installation but may fail to perform when the workers begin working with it during the day.
For instance, calls can go to voicemail too quickly, transfers don’t work or remote workers may have connection issues. These problems may only be identified when customers begin to call if not tested properly.
9. Forgetting About Existing Business Software
A lot of businesses may have a CRM system, helpdesk software or another application to handle client data. If the new phone system is not compatible with these tools, employees may need to switch applications and/or re-enter the same information.
This can cause the tasks of daily living to become slower over time and result in additional administrative tasks.
10. Not Planning for Future Growth
The best solution for a small five-person company might not be the most convenient option as the company expands to twenty or fifty employees.
A new employee, department, store, or increased call volume can all alter your requirements for your phone service. If the original setup doesn’t support these changes, you might not have to pay additional fees or migrate again.
Why is End-User IT Support Vital?
While it is essential that employees are trained, some of the problems with the VoIP system need more than a how-to guide or training session. Staff may need assistance with any setup, audio or technical issues, connection to the network or workplace communications tools. This is where an end-user support team can help.
That’s exactly where a dedicated end-user support layer earns its budget line. More detail on the specialized IT platforms, digital workplace services, and endpoint troubleshooting workflows built for this gap is best found directly on the sites of the providers running them — managed device services, for instance, outlines a desk-side support model built around exactly this kind of handoff between network readiness and user readiness.
How Can Businesses Avoid Implementation Problems?
Choosing the right communication partner is an important part of a successful VoIP rollout. VoIP can be the main solution for companies seeking to abandon traditional phone system and run business calls via the internet.
Implementing it isn’t just about installing a different phone-line; businesses should use the process to enhance call handling throughout the organisation.
i. Flexible Business Communication
Communication is a necessity for modern businesses, whether it’s from the office, home office, or various locations. Various devices and services are available, and will dictate the flexibility of options for a particular internet-based phone system.
VoIP provider allows companies to experiment with communication solutions that are applicable to their business model and enable the company’s employees to stay connected regardless of their location.
ii. Keep Your Team Connected
Staff are not necessarily in the same office. Some may work from home or have to move around a lot, or do both.
Employees can use supported devices to receive business calls with a suitable VoIP system without needing to use a desk phone exclusively. When considering VoIP provider, compare the devices and calling capabilities that are provided in your service.
iii. Simplify Customer Calls Management
If all calls are addressed to one individual, this can make life a little difficult. A properly designed telephone system can route calls to the appropriate team or give your caller a step-by-step process to follow if they are unable to get an immediate answer.
Call routing, voicemail, call queues and automated greetings are some of the features that can help businesses to manage incoming calls.
iv. Make Room for Business Growth
As your business expands, you might need to hire staff, assign them to other departments or manage calls in different ways. Having thought about these changes beforehand can lead to less disruption and time later on.
Carefully research the options that are available for expanding before you select VoIP provider, and be sure you are told any extra costs involved.
v. More Structured Implementation Process
When considering VoIP provider, it is important to take into account the business’ technical needs, workflows, and support needs. Companies must ensure that the features are required prior to launch, prepare the network, configure call handling and test the service before launch.
This will make it easier for businesses to get the best return from their phone system and minimize the likelihood of any unnecessary implementation issues.
