So you’re implementing a new VoIP system in your office? We’ve installed hundreds of systems for thousands of users across Perth so we’ve distilled our top tips to make sure you get the rollout right.
Map your workflows:
You want to have a think about why you’re installing a new phone system, and how your team is intending to use it.
Is it to replace an existing system to work more effectively or is this the first time your business has used a sophisticated phone system?
By mapping who needs to receive calls, considering call groups and thinking through contingencies if someone is unavailable, you’ll be able to establish a solid workflow to manage your systems. We encourage our clients to consider:
- Do you have different departments that a caller might want to reach directly? Eg. sales, service or accounts?
- Who needs to answer the phone, for general enquiries and then for any specific departments?
- What if no one answers an inbound call, do you need it to loop to someone else? Or would you prefer they leave a voicemail?
- What different messages might you need to record for your callers? One for out of hours, another for when no one is available to take their call, what about a snapshot of your services for them to listen to while on hold?
Review your numbers:
Providers like Xenex can support you to find, register and port phone numbers. Setting up VoIP phones can be a great opportunity to consider whether you need toll-free (1800) numbers or adding vanity numbers relevant to your business, like 13-VOIP for 13 86 47 to assist in the marketing of your business.
Engage your team:
Phone systems are one of the consistent foundations of any office, so when altered they can cause disruption amongst your team as they become familiar with a new tool.
Ensure you give your team sufficient time and training to understand the new system before it goes live. Provide a snapshot of the workflow so they understand where they might be included and as with any new system, Xenex offer training workshops to familiarise your team.
If you encourage staff to use an app on their mobile phone, you should consider offering reimbursement for a portion of their bills or even providing a device for them at no cost.
If you offer company paid-for assets such as phones or laptops, it’s worth establishing a sufficient Acceptable Use Policy (AUP) which ensures users are aware they must not use these tools for illegal or spam activity. Some policies also cover permissible apps, streaming activity and other data usage no-nos such as online gambling. For larger organisations you might even consider using third-party monitoring tools that can restrict usage and even incorporate GPS tracking where appropriate.
Using more sophisticated phone systems opens up a significant opportunity to integrate with other tools in your business if you’re interested in tracking sales conversions, customer satisfaction or even just general client communications.
With call recording options available, the options are endless to track and monitor your calls so that you can make educated decisions around key parts of your business.
To learn more about selecting or rolling out a VoIP system in your business, contact us today to speak with a specialist. We’ll share our vast client experiences with you, so you can use technology for smarter business.