7 errors when choosing a Virtual PBX service

Errors when hiring a Virtual PBX service that can cost you expensive

Choosing the wrong supplier or not assessing your company's needs well can make your IP experience unfortunate, represent technical, operational and financial problems.

So, here's a list of the mistakes you have to avoid when you hire a Virtual PBX:

1. Do not analyze your company's communication needs

Communication needs vary from one company to another. It is not the same to hire the Virtual PBX service for a Small and Medium Enterprise (PyME) that for a large corporation.

Do not hire a cloud call system without a study of internal and external communications in which you define:

• The amount of extensions you need. It takes into account the current number and short-term growth projection.
• The functionalities that will help you optimize workflow. For example, recording calls, chatbots, queue calls, videoconferencing, interactive menu, among others.
• The type of calls, are most of your calls internal or external, international or local? This will depend on your budget.

2. Choose a supplier without checking your Quality of Service

When a customer makes contact with your brand you have to make sure that, at all times, he has a good experience, because each interaction is an opportunity to build a solid relationship.

A bad audio quality or unstable connection is harmful to your company's image and can frustrate your customers.

Imagine this situation: a customer calls interested in your products and, due to an interference in the line, cannot understand the key information. What is the most likely result?, you will lose the sale and possibly the customer's trust.

Before making the installation, request a test to assess the quality of the audio, the stability of the connection and that all functionalities meet your expectations and your customers' needs.

3. Do not integrate the center with your business tools

The cloud call system cannot operate in isolation, it must be integrated into the company's management tools. It is a mistake to choose a cloud phone service without first verifying its compatibility.

You have to make sure that everything will be properly integrated to avoid operational problems.

Verifies that it works with CRM such as HubSpot or Salesforce, which allows for the automation of Call Detail Record and data analysis, among other functions.

The idea is that staff do not have to perform manual tasks that can be automated to improve efficiency and reduce human errors.

4. Do not consider scalability and future growth

Where do you see your company in five years? That vision of the future you have for the growth and development of your business you have to consider when you hire a business VoIP.

The scalability of the call system is key to its good functioning, because it must grow at the same time as your business, meeting the needs in the short, medium and long term.

For you to understand better, we explain it with an example:

Imagine you have a car insurance company, start with five agents and a basic Virtual PBX service.

At first, the system works well, after three years of growth and the opening of two new offices, the company needs 30 agents to respond to calls at the same time.

The problem arises when the contracted system does not allow to add extensions without high costs or to manage calls between different headquarters.

This generates long waiting, loss of customers and high migration costs to a new VoIP provider.

So, if from the start you choose a scalable business VoIP, it will grow with your business without interruptions or hidden expenses.

5. Choose only by price and not by value

Budget is an important factor when you hire a call center software, but it's not the only thing you have to look at.

Choosing the cheapest option may seem attractive in the short term, but in the long run, it could cost you more in terms of functionality, technical support and scalability.

Why isn't the price everything?

A very economical IP telephone service may lack essential functions such as efficient technical support. In addition, some suppliers offer low rates at the start, but include hidden costs that appear below.

So, it is very important that you have clarity about the rates of the national fixed minute, the mobile fixed minute, the international rates and the functionalities that cover the amount you will pay.

6. Do not train your team

It is essential that your employees learn how to use the system correctly, because they will take more advantage of the benefits of VoIP.

For example, if employees do not know how to transfer calls, set up deviations, or access voice mailboxes, the communication will slow down.

Training the team reduces to the minimum errors such as accidental hanging or long waiting times.

In addition, Virtual PBX service It offers tools that, without training, are not used.

How to train your team on VoIP?

• It offers initial training to make employees familiar with the platform.
• It provides manuals and tutorials that facilitate rapid consultation in case of doubt.
• Request support from the supplier.
• Update sessions.

7. Ignore data security and expose your company to risks

IP telephony uses the Internet for voice transmission, so you have to protect yourself and your customers from cyber attacks, unauthorized listening and phone fraud.

According to a report of theWorld Economic Forum, published by Infobae, costs associated with cybercrime will reach $10.5 billion by 2025.

So, when you choose a company VoIP service, make sure you ask:

• Are the calls encrypted from end to end?
• What authentication measures do you use?
• How do you protect against unauthorized fraud and access?

How can a bad choice affect your company's productivity?

Imagine you have an online shoe company and it's growing fast. So you decide to hire a Virtual PBX service to manage your customers' calls.

But, you make mistakes when you choose the technology provider and there are faults like these:

• In calls the voice is heard intertwined or with echo, so customers cut before ordering.
• The centralite is not integrated into the CRM. So, when your customers call for information on the shoe sizes, the operator takes time to find the information.
• A flaw occurs over the weekend and the supplier does not have 24 / 7 technical service, so you must wait until Monday to reactivate the calls.

What we want to explain to you is that a bad telephone service affects communication, makes you lose customers, sales and time. Choosing well from the start is essential to protect the growth of your business.

Remember that you must prioritize scalability, integration with other tools, ease of use and quality technical support. In this way, you meet the needs of the company and the challenges of an increasingly competitive market.

Checklist to avoid these errors and to hire the best safe centralite

Getting a cloud call service can't be a random decision, it has to be informed and strategic.

Making mistakes in the process can generate problems that become a bad image for your company, loss of customers and sales.

Don't forget to assess the real needs of your business, thoroughly investigate suppliers and make sure that the service is adapted to your brand growth.

If you follow this checklist you will have nothing to worry about and just wait to receive the benefits of a Virtual PBX service:

1. Do not analyze your company's communication needs

2. Choose a supplier without checking your Quality of Service

3. Do not integrate the center with your business tools

4. Do not consider scalability and future growth

5. Choose only by price and not by value

6. Do not train your team

7. Ignore data security and expose your company to risks

Now that you know the most common mistakes, avoid falling into them. Contact us and we help you find a VoIP solution that suits your business.