Whether personally or professionally, implementing change is exciting, but can also be scary. If you have done things one way for a long time, changing things up can be daunting and even have a learning curve.
When it comes to your business's phone system and communicating correctly with your clients, the stakes are higher, and one wrong move can prove detrimental. You need a reliable phone system that has all the best features, and that will support your business growth, while still being cost-friendly.
While VoIP has been around for quite some time, it has grown in popularity over the past couple of years and is quickly becoming the standard for communications. The conventional on-premise telephone infrastructure is bulky, high maintenance, and becoming obsolete. With VoIP, you can make and receive calls quickly over an internet connection and integrate your other business systems for enhanced efficiency, productivity, and customer service.
The journey can seem overwhelming as you look into VoIP providers, benefits, and features. There is a ton of information to learn and consider, as well as decisions to be made. Below, we will guide you through everything you need to know before you switch to VoIP and questions to ask a potential provider.
#1. Have a Budget and Look into Start-up Costs
While most VoIP providers offer flexibility around monthly fees, options, and equipment costs, you should still craft and outline a budget. Be sure to ask the following questions when doing so:
- What are the monthly fees? What do these fees include?
- What equipment am I required to buy? Can I lease any equipment? If so, how much is that?
- Is there an activation or start-up fee?
- Is training provided for my team? Is training provided for an additional fee?
- Are there other taxes and fees to be aware of?
Also, providers can charge varying rates that are accompanied by different levels of support. Some companies require you to purchase their company-specific equipment, while others let you choose your own from any retailer. Every possibility exists, so it is essential to do your research before signing a contract with any provider and remember to keep your budget in mind!
#2. Features
Before making the switch, layout all of the features you want from your new VoIP service. Not every provider offers the same functions. While most (but not all) offer auto-attendant, phone trees, hold music, call distribution, and call recording, many other modern features can genuinely benefit your business and your customers.
In some cases, basic features are included with a basic plan. However, if you want some additional features, you can be charged as you add them on. Be sure to decide which features you need, desire, and which ones you can live without. Also, check that budget regularly to make sure you aren't overpaying for features that aren't even helping to propel your business forward.
Check out the features and functionality that Simplicity VoIP offers here!
#3. Device Compatibility
If you don't have IP (internet protocol) phones, you have to get them before officially making the switch. While many providers source their phones for you or some allow you to choose independently. Be sure to ask for recommendations if they don't source them. You can choose one that will work best with their service.
Make sure that the phones you choose are also compatible with the features you need for your business functions. Most providers will supply you with or recommend the most up-to-date telephones with all modern features.
#4. Migration Process
Before choosing a VoIP provider, find out the details of their provisioning process. Ideally, this process should be seamless and have little to no downtime. There are various steps , so make sure your provider can offer guidance, support, is organized and is attentive. Your provider should do most of the "heavy lifting," but you should be around just in case.
Some of the provision process steps include setting up your system, sourcing phones, porting phone numbers into the new network or system, connecting the phones, and testing the new phones.
It is an appealing perk for your provider to offer training before or on the day that the process is complete or launched. If you start your team with a new phone system, but not a single person knows how to use it, the results are chaotic and useless to your business. Your new VoIP provider should ensure your team is prepared and knowledgeable of the new system before it ever goes live to customers.
Make sure your team members are equipped with instructions, manuals, or even video tutorials to help guide them through this potential learning curve. Live training has also proved helpful because it allows your team to be hands-on with their colleagues and receive assistance in real-time.
#5. On-Premise (Hybrid) or Cloud-Based VoIP
Another thing you should take into consideration is whether you want to have an on-premise system or a cloud-based system.
There are pros and cons to either option, so the decision should come down to which is best for your specific business and its needs.
For instance, an on-premise (Hybrid) VoIP system offers more control over your service and quality issues if they ever arise, especially for things like internet speed and reliability purposes. This option DOES require you to purchase, install, and maintain most or all of the equipment yourself. You will also need a dedicated housing spot for the hardware.
A cloud-based system is often the top choice for smaller businesses because it is easier to use and maintain. Your provider manages and maintains all of the included technology and makes sure everything runs smoothly. You DO NOT need to purchase or maintain any specific hardware or equipment. You only need a stable internet connection to use a cloud-based option. For installation purposes, this is also taken care of for you. However, your team members will most likely have to undergo some training before the platform goes live.
#6. Security
Data breaches and vulnerabilities are a common occurrence and a significant problem for businesses. IP phones may be susceptible to attacks like:
- Call tampering
- Call hijacking
- Phishing attacks
- Malware and viruses
- Eavesdropping
- Denial of service (DoS)
To best protect your business and your customers, discuss encryption and security protocols with your VoIP providers. Don't fret! Nearly all modern VoIP systems have some degree of encryption; just make sure you know what these protocols are before you sign a contract. It is also never a bad idea to implement additional security measures into your network, like a firewall.
#7. Reliability
If you choose a new system, you are dependent on the provider for many things. Before selecting a provider, check out customer reviews, read over adverse reports, and determine if technical difficulties are common. Check out their social media pages too! Modern customers take to social media platforms to voice their opinions.
Be sure to ask providers about redundancy and the protocols in place should a server go down; is there another that will be able to handle your traffic?
Also, check to see their customer support operations and compare them to your business's expectations. Are they available around the clock? Is it US-based? Do they offer live customer support, chat or email functionality? There is no single, correct answer here; it is just important information to be aware of.
#8. Termination Fees
While this may seem like a far leap from where you are in your journey now, it is essential to discuss with potential servicers. If you try their service and are not completely satisfied, you might choose to take your business elsewhere or even return to your previous system. So, before you sign with a provider, make sure you understand all procedures pertaining to terminating your contract or getting out of their service. Ask the following questions during your initial search for a provider:
- Is there a contract? How long is it?
- Are there termination fees?
- How do we return equipment?
- Do we pay for the shipping of the equipment?
If you plan ahead (just in case), you can potentially save your business money and frustration in the future if your provider or service just isn't working for your team, customers, or business overall.
Your business's communication system is the backbone of your operations. You should have top-notch quality, connections, professionalism, and simplicity. Your clients should also be able to reach their needed department or team member easily by navigating through your menus.
We are confident that Simplicity can help you better your business. Connect with us today!
