Is VOIP Phone System Right for Your Agency?
by Andrew Sheivachman /For many travel agents with growing small businesses, keeping technology and maintenance costs low is crucial to bringing on new staff and investing in training and marketing.
An elegant solution to streamlining technology is even more important when you factor in a workforce that’s strewn across your city or state or the country.
One possible solution is Voice Over Internet Protocol (VOIP) phone technology, which moves phone communications to the Internet, allowing staff to access phone and communication services from anywhere.
A nimble workforce can benefit from the reduced cost and improved functionality of such a system. Should you consider switching your phones over?
Here are four things to consider when evaluating a switch to VOIP phone technology.
#1. Do you really need a change?
First off, consider whether your current phone interface is disruptive or flawed.
Is your voicemail box jammed with calls you wish you didn’t have to sort through?
If so, investigate a service that automatically listens to your messages and shoots you an email with the message in text.
Do you wish you could easily ring one of your ICs or part-time agents, sending your call right to their computer?
If so, find a service with robust communication options besides voice calls.
If you don’t mind your current set-up, however, you’re probably best off leaving things as they are.
#2. Can you live with downtime?
An important factor for businesses in choosing a phone service is uptime.
In a business as reliant on phone calls as selling travel, you need your system to be operational as much as possible.
VOIP services are dependent on Internet connections which are subject to slowdowns and outages. In residential areas especially, Internet speeds slow as more people go online.
You don’t want an agent’s Internet, and therefore phone service, cutting off because her significant other is watching Netflix in the other room.
Another factor to consider: You may have to invest in new phones and Internet equipment like routers, bridges and switches if your infrastructure is dated.
#3. Are you willing to invest time and money?
There may also be a learning curve for the more advanced VOIP services.
A service like Fonality adds live chat, automated voicemail, smart call routing and a digital interface for transferring calls.
If some of your colleagues are less than tech-savvy, be aware of the toll that learning a new phone system can take on their time and self-esteem.
You also may need to invest in IP-enabled phones for your whole operation. This can add up and needs to be weighed against the overall savings of switching to a VOIP service.
Consider investing in dedicated hardware like Ooma Office, which works with existing phones while adding in a virtual receptionist, hold music and other professional perks.
#4. What services do you really need?
The upside of moving to an all-digital system is scalability.
Whether you have a couple of co-workers or a couple hundred, most enterprise VOIP solutions offer a variety of selectable features. Most services also include unlimited local and long-distance calling as well as discounts for international dialing.
Your local ISP or phone provider probably offers some kind of corporate VOIP system with dedicated hardware that can tie into your existing phone or Internet account.
Lesser known services like 8x8 allow you to cater to your exact needs and feature a dedicated support staff to troubleshoot any problems you.
More personalized service is a definite plus of using a third-party VOIP provider.
Shop carefully
When in doubt, call up the provider you are considering and grill them on their services before investing in a change to your current system.
There are a hundred different solutions out there, so make sure you find the right partner for your small business.