If you used the internet back in the '90s, you probably remember the sound of the modem dialing the number, followed by a series of unintelligible bleeps and screeches as it connected to your internet service provider. The line was occupied so no one could make or receive a call; and if that wasn’t enough, you’d often have to wait ages for a webpage to load.
People look back on such technology as though it originated in ancient times, and it won’t be long before the humble landline, which has served us well for over a century, goes the same way. Now that businesses are under constant pressure to be consistently present, the landline is simply no longer enough. Today is the age of internet telephony and unified communications, and here’s why:
Building a scalable communications infrastructure
A company’s ability to communicate efficiently is a driving factor in its success. This is why you need a scalable telephony infrastructure that can grow with demand and accommodate the increasing variety of devices people are now using to communicate. And not everyone prefers to talk; some prefer instant messengers, email, or social media.
An internet-based voice communications platform, VoIP is the successor of the landline phone. However, since everything goes through the internet, it’s easy to integrate calls with other core business communications systems like email and instant messaging. Almost all VoIP solutions, including those aimed for a consumer audience, have video-conferencing and instant messaging features built in.
As a key component of a unified communications (UC) infrastructure, VoIP functions as part of a software-defined environment that’s not dependent on specific platforms or devices. Migrate to a hosted VoIP infrastructure, and your business will have anywhere-access to its communications system. This enables your workforce to be mobile, and helps drive further business growth.
Facilitating employee onboarding
Training a new employee on how to best serve customers over the landline phone was often an awkward and lengthy process that involved a supervisor peering over their shoulder while scrutinizing the call. This impractical approach often resulted in reduced staff morale and productivity.
VoIP completely changes the game, particularly when it comes to onboarding new members of your team. Firstly, you can open a new user account for them in minutes so that they can start taking calls from any internet-connected device, landline phone, or cellphone. Secondly, quality is substantially higher, especially when calling between internet-connected devices, which means fewer misunderstandings and other embarrassing issues.
Third and most importantly, VoIP technology helps your employees do a better job, thanks to built-in training features. Enterprise-ready systems feature in-line coaching tools that allow supervisors to monitor calls and ‘whisper’ to employees during calls without interrupting the customer. Furthermore, if things get difficult, supervisors can simply take over the call at the press of a button.
Improving customer service
There’s no denying that consumers and business customers alike have become a demanding bunch, a trend that’s due to the expectation of immediate gratification afforded by the ubiquitous availability of technology. Patience is at an all-time low in a world where customers simply aren’t interested in calling in just to wait or be endlessly sent in a loop from one department to the next.
As a highly flexible and customizable solution, VoIP technology helps ensure that your customers get to speak to the right person as soon as possible, even if they’re not in the office. While virtual receptionists help direct callers to the right department, find-me/follow-me features automatically reroute calls to whichever device the recipient is using, whether it’s a deskphone, computer, or mobile device.
With VoIP phone services from Quicktech on your side, your business will no longer be constrained by the limitations of the traditional landline. If you’re in the Vancouver, Burnaby, or Richmond, Maple Ridge and the rest of Greater Vancouver, call us today to inquire about our managed IT Support and IT consulting services.