Many small- and medium-sized businesses (SMBs) are still unfamiliar with Voice over Internet Protocol’s (VoIP) capabilities and may miss out on its potential to streamline operations. Fortunately, with the right strategies, your SMB can fully leverage the benefits of a VoIP phone system to enhance efficiency.
Whether you’ve just installed VoIP phones or are trying to make the most of your current setup, these practical tips can help you maximize its features.
Optimize your internet connection
The quality of your internet connection directly impacts your VoIP system. Unstable network connectivity leads to dropped calls, audio delays, and, overall poor VoIP call quality. While ensuring a fast internet connection is essential, it also pays to improve your VoIP system’s compatibility with existing systems. Here are some ways to do that:
- Test your regular connection: This is done by running speed tests during peak hours to find any issues. VoIP systems typically require 100 kbps per active call, but quality improves with higher speeds.
- Prioritize voice traffic: Many modern routers feature an option to configure quality of service (QoS) settings. Adjust these settings to give voice calls priority over other internet traffic such as file downloads or video streaming.
- Consider a dedicated line: If your team frequently makes calls, dedicating a separate internet connection for voice or audio can help minimize network congestion.
- Use a wired connection: Wireless connections, while convenient, can fluctuate in quality. Use a wired Ethernet connection for as many devices as possible, such as phones and desktop computers, for more reliable performance.
Leverage advanced VoIP features
Modern VoIP systems include dozens of features that can improve your business operations, such as:
- Voice-to-email transcription: Many VoIP systems can convert voicemails to text, which can then be emailed to the recipient. Use this feature to scan messages quickly and respond without having to listen to entire voicemails.
- Automated call forwarding: Create professional phone menus that route callers to the right department without the need for a human phone operator. This way, you reduce wait times and free up staff for more important tasks.
- Conference calling: Built-in video conferencing reduces travel costs for client meetings.
Integrate VoIP with your business tools
VoIP systems work best when connected to your other business software, as doing so helps you save time and gain valuable customer insights. Here are some steps to help you get started:
- Integrate VoIP into your customer relationship management (CRM) software: This helps track customer interactions and display important information about callers before you pick up the phone.
- Link with help desk software: Using VoIP systems integrated with help desk software, customer support teams can create tickets directly from calls, track resolution times, and maintain comprehensive service records.
- Sync with scheduling tools: Some VoIP systems can automatically schedule callbacks or appointments based on customer requests during calls.
Monitor call quality consistently
Regular monitoring prevents small issues from becoming major problems. This can be done in a few ways:
- Schedule regular test calls: Make calls between different locations and devices to identify audio quality issues before these issues start affecting calls with customers.
- Review call analytics monthly: Identify patterns in dropped calls, connection delays, or audio quality problems to help you determine whether issues stem from your internet connection, hardware, or service provider.
- Set up automated alerts: Configure your system to notify you immediately when call quality drops below acceptable levels.
Train your team on VoIP best practices
Training helps your team fully leverage VoIP’s features and maintain professional communication standards. To start, here’s what you can do:
- Offer training sessions: Walk your team through key features such as call transfer, hold music, and conference calling. Supplement these sessions with simple reference guides to reinforce learning and provide quick reminders when needed.
- Familiarize your team with professional phone etiquette: Encourage them to speak clearly, use the mute function when not talking, and pause to accommodate connection delays. A highly advanced VoIP system won’t be effective if customers struggle to understand your team or overhear sensitive conversations.
Keep your VoIP system updated and secured
Stay on top of software patches and updates to avoid vulnerabilities and take advantage of any new features your provider may offer. To do this, make sure to:
- Install updates promptly: VoIP providers regularly release updates that improve performance and patch security vulnerabilities. Set up automatic updates when possible to prevent human error and missed updates.
- Review user permissions quarterly: Remove access for former employees and set permissions for current staff based on their roles to reduce the chance of unauthorized access.
- Back up your configuration: Regularly save your system settings and phone configurations. In case of hardware failure or corrupted settings, you can quickly restore from a backup.
Manage costs and usage
It’s easy to lose track of usage and expenses as your business expands. To confirm you’re still getting the best value from your VoIP, regularly review your billing statements and usage reports.
Pay close attention to call volumes, especially for international calls or services such as voicemail, call forwarding, and advanced features that may not be in regular use. Verify that your subscription plan reflects your current needs. If you’re paying for unused more lines, features, or minutes than necessary, adjust your plan accordingly to avoid unnecessary costs.
At Technikel Solutions, we help businesses get the most out of their IT investments, including VoIP systems. If you’re looking to optimize your communication systems, contact us today.