VoIP, or Voice over Internet Protocol, allows you to make calls over the internet. This technology went mainstream in the early 2000s and has steadily gained traction in the business sector. With the advent of the remote workforce, which doesn’t appear to be going away any time soon, VoIP became a standard, resolving many pain points while reducing costs. According to Business News Daily, over one-third of businesses use a VoIP phone system today.
In this comprehensive guide, we’ll explore the technology behind these systems and the features they bring to the table. Discover if a VoIP phone line is right for your business and how our team at TeleDirect uses this technology to enhance customer service. If you’re wondering, “What is VoIP, and how does it work?” read on.
What Is a VoIP Phone?
VoIP phones are designed to use VoIP technology to place and receive calls over an IP network. Because they use the internet, you no longer need to run copper wires for regular landlines or make calls via a mobile network. An added benefit is that your employees are no longer fixed to their desks.
These phones work anywhere, whether in a boardroom, at an off-site meeting or from home. If you have a high-speed internet connection, you can use VoIP. Have you used Google Voice or Skype? Then, you’ve used VoIP.
What Are the Types of VoIP Phones?
There are three basic types of VoIP phones. One is a hardware-based VoIP desk phone and is much like traditional phones. They include a caller ID display, a touchpad and a microphone or speakerphone.
The other involves installing software on the user’s mobile device or computer. The interface may include a caller ID display and touchpad. Headsets might be required.
Both phone types offer similar features, including call conferencing, call transfer and voicemail. In addition to these standard features, many offer text messaging, team chat, video calling, auto attendant, call waiting, call analytics and call recording. You can get multiple phone numbers and quickly route calls. Some even integrate with CRM software.
You can also use existing landlines by retrofitting your analog phones with an adapter.
How Does VoIP Phone Technology Work?
When you use VoIP, your voice converts into a digital signal so it can be sent over the internet. It’s then reverted into an analog signal by the phone at the other end. Advancements in technology make this conversion effortless, with no special equipment required.
You do need to subscribe to a VoIP phone system provider. These providers offer VoIP services, such as compatible devices and software. They’re responsible for connecting the calls to other telephone networks.
Benefits of VoIP Call Center Solutions
Businesses and call centers are switching over to VoIP phones for several reasons. The following represent a few of their many benefits.
Improved Call Quality
Wireless VoIP phone systems are capable of high-definition voice. This technology improves the quality over traditional landlines, making it clearer and more natural.
VoIP phone users save money in multiple ways. You no longer need telephone service, saving on long-distance charges. Most wireless VoIP phone service providers also offer unlimited domestic calling. You don’t require an on-site private branch exchange that creates the telephone networks that manage calls.
That means no copper phone lines or telephony switches and reduced costs for expansions and upgrades. And, like VoIP call center solutions, you can use the existing internet infrastructure. At TeleDirect, we always pass on cost savings to our customers.
Scalability is critical to the success of a business. It ensures you’re not held back by structure and can continue to expand your company without investing in extensive resources. VoIP phone requirements don’t include upgraded hardware or new phone lines.
Secure Cloud Storage
Continually updated, secure data storage centers host sensitive customer data. At TeleDirect, we utilize enterprise-class network security measures, high-level encryption and authentication protocols. Best security practices ensure your information and your client’s data are safe. Comparatively, landline phones route calls through the unencrypted public switched telephone network.
An Online Management System
Working as VoIP call center solutions means we manage the VoIP phone system from an online dashboard. This interface lets our staff easily add phone numbers and contacts and manage permissions, ensuring the right people are connected at the right time. You can also easily add team members and quickly install the app on their existing mobile devices, getting them up and running in minutes.
The ability to use this system anywhere gives your staff the communication solutions they need in our current work environment. From salespeople who spend significant time away from the office to today’s remote worker who spends two or more days at home, a VoIP phone provides the obvious solution.
Do you wonder what happens if there’s a power outage? The answer is a battery backup system for the internet router. Because calls seamlessly transfer from desk phones or computers to mobile devices, team members can switch to their mobile devices should an outage occur.
Unified communications let us meet your clients where they live. Some prefer text messaging, instant messaging, email or voice. Interacting with them in their preferred method ensures better and more reliable communications.
Reporting and Monitoring Tools
Our team at TeleDirect ensures the best customer service and support by continually improving call quality and identifying how to best serve your clients. VoIP call center solutions can monitor the average time to answer and call times.
By integrating with a CRM, we can monitor key KPIs, like how many times a customer called about a product or service, letting us optimize promising leads. Our highly trained agents gain immediate access to a customer’s purchase history, enabling them to personalize every call and increase brand loyalty.
If you’re thinking about VoIP services for your business, one of the most important considerations is whether you have enough bandwidth and if your network can support it. Once that’s in place, you possess a scalable, secure phone service ideal for today’s on-the-go workforce.
At TeleDirect, we take advantage of the many features VoIP call center solutions offer to provide our clients with the best service possible. From improving performance and productivity to using analytics to increase lead conversions and customer satisfaction, we’re dedicated to improving your customers’ experience. To learn more about the benefits of VoIP or the various services our company provides, call (800) 776-1081 today.
Smitha is the CEO and CFO of TeleDirect. Smitha obtained her license as CPA in 2007 from the California Board of Accountancy. Smitha is a results-driven leader with a proven track record of driving profitability and growth. With over 20 years of experience in business and finance, Smitha’s expertise in developing and implementing strategic plans has led to significant improvements in customer satisfaction, employee engagement, and operational efficiency. Smitha’s expertise in financial analysis and strategic planning allows her to develop innovative solutions that balance the needs of clients, employees, and shareholders. Smitha is passionate about building strong relationships with clients and fostering a culture of excellence that empowers employees to deliver outstanding results.