Top 30 Mistakes When Selecting Business Phone Systems (VoIP)

With the advancements in technology, organizations are shifting to VoIP phone systems instead of traditional phone systems. The need to change traditional business phones every 4 to 5 years is pretty daunting. Moreover, the number of non-technical people dealing with traditional business phones is another constant issue faced by the industries. VoIP business phones are a robust phone technology that is both useful and cost-effective. However, at times organizations get into the trend of getting a VoIP business phone system and tend to make some grieve mistakes. These mistakes not only cause a loss of time and effort but monetary loss as well. Here are the top 30 mistakes in Business Phone Systems (VoIP). 

Top 30 mistakes for Business Phone Systems (VoIP)

  1. In-Experience Provider 

VoIP business phone systems at times are designed for specific industries. Since every industry has different requirements, it is essential to find a VoIP system that meets the needs of specific industries. At times the company may claim to provide a VoIP system workable for all industries. Hence, research and choose wisely. Ask as many questions as you want and the right service provider will answer all queries. 

  1. Backup Process 

Unlike traditional systems, there is a high chance for VoIP phones to phase connectivity issues. It is the last thing that any business wants that their system is down for a longer period. Therefore, ensure that the company you are opting for VoIP has a backup connectivity system ensuring businesses face no loss at all.

  1. Incomplete Requirements 

Requirement engineering is an essential step in any product purchase. At times, leaders of the organizations miss involving the main users/actors of the product or service. This leads to incomplete requirements. As a result, your organization ends up with a product that does not fill the purpose at all. Hence, ensure that all the requirements are gathered and well-discussed with the team. 

  1. Costing/Budgeting 

VoIP systems have various monetary benefits linked to them. However, businesses often miss the other costs involved in getting a VoIP system such as network upgrades and phone costs. Make sure you not only discuss these costs internally but also with the shortlisted service provider. The right service provider will make sure you invest and spend wisely. 

  1. Add-On Features

It is important to note that most of the service providers have some standard packages and additional payments for any additional requirement for your business. When it comes to additional features, it can be a little hard to understand what to choose and what not to choose. Therefore, discuss your requirements with the provider and make sure you have every aspect in place. 

  1. Know Your Traffic

As a business, you must be aware of the expected traffic on your business phones. Depending on your business size it can range from hundreds of calls a day to thousands of calls a day. When you have finally decided to opt for VoIP systems ensure that you know how much traffic is expected. This will not only save cost but will also ensure that you have the accurate number of resources to deal with the customers. 

  1. Overlooking Busy Days 

Now the organizations make these mistakes much more often than you think. At times organizations determine their daily traffic by averaging the overall number of phone calls. However, they tend to ignore counting the highest number of calls on the busy days of the year. Hence, make sure you know the traffic on the busiest days of the year and then know to find a provider.

  1. Flexibility 

Although VoIP business systems may seem an inflexible option for business calls and stuff. However, there are business providers that offer flexible options and features depending on your business needs. Flexibility is the need of the hour. Hence, ensure that you opt for a highly flexible VoIP system. Moreover, ensure that you have the option to pay as you go. Therefore, choosing the right option that is both scalable and flexible is necessary. 

  1. Accountability 

Many businesses neglect the fact that transitioning to VoIP is more than an IT or Telephony project. Such initiatives encompass elements from both technical and non-technical aspects. Therefore, it is essential to delegate responsibility to a team member who has both the technical know-how and decision-making authority. Delegating the responsibility to the wrong person can lead to maintenance and deployment issues.

  1. No Deployment Plan 

Just like any other software or hardware execution, it is essential to have a deployment plan. It is not just changing the phone systems. Be it a small business or a large one, a deployment plan is necessary to avoid any delays, especially at the customer end. To avoid issues run the current telephony system in parallel to the new systems to give the proper transition time to all entities. 

  1. Old Equipment

Although it is not a top requirement for VoIP business systems. It is better to upgrade your current WI-FI network and devices to support VoIP.  Since some old systems are not optimized to transfer voice traffic, it is better to update to a new system/infrastructure.

  1. Choose the Right Broadband Provider 

Your broadband provider might be the star of your current LAN infrastructure. However, VoIP systems require higher bandwidth. Therefore, ensure that you upgrade your broadband provider. It is much better to discuss your requirements with both VoIP providers and broadband providers to have every aspect in check. Moreover, ensure that you also get your bandwidth requirements in place to face no internet issues. 

  1. Trial Run 

Even though every aspect is set and deployment is on time, ensure that you run a test to see if everything is running perfectly. It is better to run for the expected number of users to have a clearer picture of the overall performance. Plan & execute a complete trial run to avoid any run-time or after-deployment issues. 

  1. Get your Requirements Reviewed 

At times after discussion with the service provider, spare some time to review your requirements. It is much better to get them reviewed with other team members for better coverage. If your business does not have much technical expertise, hiring a consultant can be beneficial. 

  1. Customer Feedback 

The end goal of any business is customer satisfaction. Therefore, make sure you take proper feedback from your clients pre and post-deployment of VoIP systems. Knowing customer demands adds extra security to customers being onboarded with the changes. Try taking feedback from your current telephony system from the customers to get a clear focus. 

  1. Security 

Security is the prime aspect that ensures customer satisfaction. Your customer data as well as any information on VoIP systems is highly crucial. Ensure that you study the security protocols set in place by the provider to give your business and its customers the security they deserve. Denial of service attack, Vishing, eavesdropping & call recording, and spamming over telephony (SPIT) are the common attacks. Hence, make sure the VoIP service provider offers the support and security needed. 

  1. Not Knowing VoIP and Digital Systems 

Although it is not one of the common mistakes it is likely to happen when you are presented with hundreds of options to choose from. Therefore, know the difference between various systems to have the right model suited for your business. 

  1. Getting Oversold 

At times you might have an extravagant budget but do you need all those features that your VoIP provider has? Why spend millions on a feature that won’t be used much. Even if some features are crucial but used less, try to get a flexible package in such a scenario. Don’t go overboard with requirements and budget. 

  1. Following Competitors 

Just because your competitors prefer a certain VoIP business provider, you opt to form them as well. Based on your business requirements and end-goal go for a system that fits well. 

  1. Prioritize Requirements  

You probably have a list of hundred requirements. However, there is a high chance that not all your requirements are met. Hence, prioritize your requirements using a rating scale or any other prioritization method to ensure you get the best for your organization. 

  1. Not Choosing a Scalable System 

No business is static. There can be deduction or expansion based on the business needs. Hence, make sure the VoIP provider allows you to scale their services as required. Also, there are no additional or higher charges for scalability.

  1. Customer Support 

Customer support is essential. It is one of the prime points of contact between your business and VoIP service provider. Ensure that the organization you choose has strong and knowledgeable customer support which is available at all times or at least within your working hours.

  1. Access Call Quality 

Checked all the features and requirements but you missed the prime aspect of analyzing the call quality. This is the first part of the requirement and must be checked before you dive into the details of the features provided by the company.

  1. Demo 

A free or even a paid demo can help you set the right expectations. Select the VoIP business providers that are open for a demo. Also, make sure they answer all your questions in detail and help you through the transition.

  1. Hosted Vs Self-hosted VoIP 

Depending on your budget select a hosted or self-hosted VoIP system. If you are an experienced business with strong IT support, then going for a self-hosted VoIP system can be a plus point. However, if your business does not have a strong IT team, then opting for a hosted system will be better. However, in the end, it all comes to business needs and requirements. 

  1. Easy Data Integration 

Ensure that your business provides easy data integration for processes such as voicemail to email transcription. These features are essential as it ensures complete transparency in the organization. 

  1. Anticipate Hidden Cost 

Software licensing, security measures, headsets, and software integrations are some of the hidden costs and are often not known to the organization. The service provider does not mention these costs explicitly. Therefore, make sure to ask about these costs from the service providers you consult. 

  1. External Consultant  

Not every organization has the expertise or resources that know all about VoIP service providers. In such a scenario, depending on speculations can cause businesses to face immense issues and losses. Therefore, in such a scenario hire an external consultant who is an expert in the field. They will help you make the right choice and save you amount and time in the long run. 

  1. Not Selecting Right Handset 

Since your organization will have a support team handling customers. Make sure your handset has the features such as 3-way calling, intercom, automatic callback, call transfer, call forwarding, call hold, speed dial, call waiting, and inside/outside ringing. Also, make sure your handset has a warranty to ensure long-term support on your VoIP system.

  1. Poor IVR Optimization

For businesses with a high volume of inbound customer service calls, your interactive voice recognition system (IVR) is the “face” of your company. Many VoIP vendors allow extensive customization options for creating a positive IVR customer experience. Poorly optimized IVR can lead to intense customer frustration, especially when callers find themselves navigating a long menu while just wanting to talk to a real person.

Conclusion

Overall, VoIP systems are of utmost necessity for modern businesses. It is essential to know what you need and prioritize the requirements accordingly. At times organizations become too overwhelmed with the requirements but keeping your calm and listing requirements can help your business move forward effectively. Although, opting for VoIP may seem easier but it is one of the toughest decisions you will make for your business. Since it is the front voice of your business, making an effective choice is necessary. Avoid these mistakes to get the best VoIP system. 

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