Understanding VoIP for Business Perth
VoIP, or Voice over Internet Protocol, is a technology that allows you to make voice calls using a broadband internet connection instead of a regular phone line. Businesses of all sizes and industries can benefit from VoIP due to its cost-effectiveness, scalability, and advanced features. Whether you’re a small start-up or a large corporation, VoIP can provide a flexible and efficient communication solution that grows with your business.
Using VoIP technology to improve customer service
Customers expect a certain standard from businesses, and this begins at a communications level. If your Perth business is client-facing, implementing a VoIP system is a way to take your customer service to the next level, improving your engagement, retention and ultimately, your commercial outcomes.
Many telecommunications factors can result in a perceived bad service, from long wait times to poor quality connections, repeated call transfers or a lack of self-service functionality. Just one negative experience is enough to lose a customer or a sale permanently, and this often has knock-on effects through word-of-mouth or online reviews and ratings.
The smartest businesses invest in the customer experience and create consistently good consumer touchpoints to build a powerful brand.
How VoIP gives Perth businesses better customer service
Never miss an important call
For all the chatbots and emails, there is still a considerable percentage of customers who prefer contact by phone. And if they can’t get an immediate response, they may be lost for good.
VoIP systems with functions such as call forwarding, voicemail to email forwarding and automated timezone call routing will ensure your lines are open 24/7 and you never miss an important call again.
Consistently high call quality
As long as the internet connection is stable, VoIP systems tend to offer much better call quality than traditional landlines using copper cables and are not as impacted by distance or line congestion. It can be devastating when a call deteriorates in quality at a crucial time, which is why VoIP paired with a speedy NBN plan can help you make sure your calls remain stable and crystal clear.
Lower waiting times
No one likes waiting in a phone queue, and modern VoIP systems have features to help Perth businesses keep their callers engaged. Auto attendants and IVRs can direct customers to the right team or department with button prompts, while on-hold music can keep callers engaged or provide relevant information so they no longer have to wait in queue. Call forwarding and routing can also help reduce wait times.
Understand your customers better
VoIP systems help Perth businesses learn about their customers with valuable insights. Monitor calls to identify common issues or weaknesses and address them directly, measure the efficacy of agents or call handlers, and track call volumes to understand when and why departments receive more traffic. Armed with analytics, VoIP systems make it easier to follow up on clients, nurture them throughout the sales funnel, and ensure you never miss a return call.
Reduce churn rate
Churn rate is the last thing any small business wants, which is when customers stop doing business with a company altogether. Often this can be a result of inadequate customer service, so making sure customers have a direct line to voice complaints and have their issues resolved can help retain them – which is often much cheaper than finding new customers.
Increase your call output
A streamlined VoIP system with features such as power dialling can enable your call team to work through a list much faster, increasing your overall call volume. Call forwarding, call intercepting and analysing call history are all ways to improve efficiency and not just make more calls, but also make them more successful.
Implementing VoIP in Your Business
Switching to a VoIP system involves several steps, including assessing your current network infrastructure, choosing a VoIP provider, and setting up the necessary equipment. It’s important to ensure that your internet connection is robust enough to handle VoIP calls, and that your existing business systems can integrate with your new VoIP system.
How do I switch my business to a VoIP system?
Switching your business to a VoIP system involves a series of steps, each designed to ensure you transition smoothly with minimal disruption to your operations.
- Needs Analysis: Firstly, assess your business’s communication needs. Determine the number of users, types of features needed (like call forwarding, auto-attendant, video conferencing, and so on), and the scalability requirements as your business grows.
- Provider Selection: Next, choose a VoIP service provider that best meets your identified needs. It’s important to consider factors such as cost, customer support, quality of service, reliability, and the features offered.
- Network Assessment: VoIP relies heavily on your internet connection, so ensuring your network is robust enough to handle the increased load is crucial. You may need to upgrade your internet service or network hardware.
- Hardware and Software Setup: Depending on your chosen VoIP solution, you may need IP phones, headsets, or adaptors for existing phones. Software-based VoIP solutions might only require a computer or mobile device with the appropriate app installed.
- Implementation and Configuration: Your VoIP provider will help you configure the system based on your business requirements. This could include setting up user accounts, establishing call routing rules, and configuring additional services like voicemail and auto-attendants.
- Training: Make sure your staff understands how to use the new system effectively. This might involve formal training sessions or informal guidance, depending on the complexity of the system and the tech-savviness of your team.
- Testing and Troubleshooting: Before fully transitioning, test the system thoroughly to identify any potential issues. Monitor the VoIP system’s performance over the first few weeks to ensure everything is functioning as expected.
What equipment do I need for a VoIP setup?
The specific equipment you’ll need for a VoIP setup depends largely on the type of VoIP system you choose—whether it’s a hardware-based system, a software-based system, or a hybrid of the two.
- Internet Connection: A stable and fast internet connection is a must for a VoIP setup, as the quality of your calls will heavily depend on your internet bandwidth.
- VoIP Phones or Adapters: If you opt for a hardware-based system, you’ll need IP phones, which can be desk phones, wireless phones, or conference phones. If you want to continue using your traditional telephones, analog telephone adapters (ATA) can convert standard analog signals to digital ones that can traverse your internet connection.
- Router and Ethernet Switches: A router that can prioritize VoIP traffic (via QoS settings) can help ensure good call quality. If you have numerous IP phones or computers to connect, you may also need an Ethernet switch.
- Softphones or Apps: For a software-based system, you might just need a computer, smartphone, or tablet with the appropriate software or app installed.
- Headsets: If you’re using a software-based system, quality headsets can provide better audio quality and hands-free convenience.
- PBX Server: For larger businesses, you may need an on-site IP-PBX server to handle call routing within your organization. However, many small to medium-sized businesses use cloud-based PBX services, which eliminates the need for this piece of hardware.
How does VoIP integrate with my existing business systems?
VoIP systems can be integrated with many existing business systems to increase productivity and streamline operations. Here are a few examples:
- CRM Integration: VoIP can be integrated with Customer Relationship Management (CRM) systems. This allows for automatic caller identification, instant access to customer data during calls, call logging, and analytics.
- Email Integration: VoIP can integrate with email systems to provide voicemail-to-email services. This feature sends a recording of a voicemail to a specified email, so you can listen to it directly from your inbox.
- Collaboration Tools Integration: VoIP systems can work with collaboration tools like Slack, Microsoft Teams, or Google Workspace. This could allow for seamless transition between voice calls, video conferencing, and text-based communication.
- Calendar Integration: Some VoIP systems can link with digital calendars. This could enable features like auto-routing of calls based on your availability.
Remember, the specific integrations available will depend on your VoIP provider and the capabilities of your existing business systems. It’s a good idea to discuss integration possibilities with your VoIP provider when planning your setup.
Choosing a VoIP Provider
When choosing a VoIP provider, consider factors such as pricing, features, customer support, and reliability. A local Perth provider like Aria can offer personalized service and understand the specific needs of Perth businesses. Aria stands out with its comprehensive VoIP solutions, exceptional customer service, and commitment to helping businesses improve their communication systems.
Dealing with VoIP Challenges
While VoIP offers many benefits, it’s not without its challenges. For instance, VoIP calls require a stable internet connection, and security is a concern as VoIP calls are transmitted over the internet. In the event of a power outage, your VoIP system may also be affected. However, these challenges can be mitigated with proper planning and the right VoIP provider.
What if my internet connection is unstable?
If your internet connection is unstable, it can significantly impact the quality of your VoIP calls. You might experience dropped calls, latency (delays in data transmission), jitter (fluctuation in the voice signal), or poor voice quality.
If your internet connection is often unstable, here are a few potential solutions:
- Upgrade Your Internet Service: You may need to upgrade your internet package to a faster one that can better accommodate VoIP alongside your other online activities.
- Invest in Quality Networking Equipment: High-quality routers and modems can provide a more stable connection. Ensure your router supports Quality of Service (QoS) settings, which allow you to prioritize VoIP traffic on your network.
- Use a Wired Connection: If possible, use a wired Ethernet connection for devices making VoIP calls. Wired connections are typically more stable than Wi-Fi.
- Consider a Backup Connection: Some businesses use a second internet connection as a failover in case their primary connection goes down.
Remember, it’s important to discuss your internet situation with your VoIP provider. They can help determine the best approach for your specific circumstances.
Are VoIP calls secure?
VoIP calls can be as secure as any other form of online data transmission, but it does depend on the security measures implemented by your VoIP provider. Here are a few security features to look for:
- Encryption: A secure VoIP system should encrypt all calls to prevent eavesdropping. Secure Real-time Transport Protocol (SRTP) and Transport Layer Security (TLS) are two commonly used encryption protocols.
- Authentication: This ensures that the devices on each end of the call are who they claim to be.
- Firewalls and SBCs (Session Border Controllers): These monitor and control voice traffic, providing protection against unauthorized access and attacks.
- Regular Software Updates: VoIP providers should regularly update their software to fix any vulnerabilities and enhance security features.
Remember, as with all things related to online security, user behavior matters as well. Using strong, unique passwords and being aware of potential phishing scams are important for maintaining security.
What happens to my VoIP system if there’s a power outage?
During a power outage, traditional analog phones will typically still work because they draw power from the telephone line itself. However, VoIP phones, which rely on an internet connection, will stop functioning if both the internet and power supply are disrupted.
To prevent loss of phone service during a power outage, consider these solutions:
- Uninterruptible Power Supply (UPS): This device provides temporary power to your network equipment during a power outage.
- Backup Internet Connection: A secondary internet connection, like a mobile hotspot, can keep your VoIP system online if your primary internet goes out.
- VoIP Provider’s Mobile App: Some VoIP providers offer mobile apps that allow you to make and receive calls on your mobile device using your business number. As long as your mobile device has power and a cellular or Wi-Fi connection, you’ll still be able to use your VoIP service.
- Call Forwarding: Setting up automatic call forwarding to another number (like a cell phone or landline) can ensure you don’t miss any calls if your VoIP system goes down.
Remember to discuss power outage contingency planning with your Perth VoIP provider. They can help you understand the best options for your specific needs.
Maximizing VoIP Benefits
To get the most out of your VoIP system, it’s important to utilize its features to the fullest. This includes improving call quality, enhancing customer service, and choosing features that align with your business needs. With the right approach, VoIP can be a powerful tool that contributes to your business success.
VoIP and the Future of Business Communication
VoIP technology is constantly evolving, with new features and capabilities being developed. Staying informed about these trends can help your business stay ahead of the curve and leverage VoIP for maximum benefit. As your VoIP provider, Aria is committed to keeping you updated and ensuring that your communication systems are always at the forefront of technology.
Why Perth businesses choose Aria for their VoIP needs
The benefits of VoIP go beyond customer service. Here are the many ways a VoIP for Perth business can save you serious money.
At Aria, we’ll ensure you have the ideal VoIP system for your organisation’s needs, whether your priority is improving customer service, improving your internal communications, or improving your business footprint. We offer VoIP-only plans, business mobile plans, hosted VoIP systems and more.
Ready to chat with us and find the best VoIP system for your Perth business? It’s your call.