Many customer-facing businesses often experience a surge in customer calls during the holidays. It’s therefore important that your Voice over Internet Protocol (VoIP) phone systems are capable of handling the increased network demands and activity during one of the busiest times of the year. To ensure customer satisfaction during the holidays, here’s how you can optimize your VoIP system.
Check your VoIP equipment
Sometimes, problems with VoIP don't have anything to do with your service provider or even the servers that host the solution. Issues may stem from the physical VoIP lines and phones themselves. One common issue with VoIP is that if your equipment is stacked too closely, users may experience a degradation in call quality.
You can ask your employees to check call quality, especially if two or more VoIP devices are close to one another. If there are issues, moving the devices further apart should clear this up.
Beyond this, take the time to inspect all cables and connections to ensure they are in good condition and are able to deal with increased wear and tear during the holidays. If your equipment is old and outdated, you may need to replace them with newer models.
Establish VoIP system monitoring
With people rushing to get their last-minute shopping done, your staff will likely experience a sharp spike in inquiries and assistance. A monitoring solution can predict when issues may arise. Whether you are open or closed for the holidays, make sure to implement the following:
For busy periods
- Set up call queuing with hold music or estimated wait time.
- Leave recorded messages with complete information and an alternative way to contact support, such as a hotline, an email address, or your website.
- Change your configuration to help you manage shorter business hours.
- Reroute or put messages on hold when the company has reduced hours.
For closed periods
- Set automated messages or announcements to inform customers that your business will be closed during the holiday season and what day you will reopen.
- Update receptionist greetings before Christmas to remind callers of your holiday hours.
- Reroute incoming calls for employees who will be working remotely.
Enable dedicated support
The great thing about VoIP is the support that comes with it. You can keep call costs low, as employees working from home can still communicate with the office. A good VoIP system can be configured to work for you and your customers no matter what hours you are open during the holidays.
Whether it’s diverting calls to mobile devices or remote machines, a good VoIP service provider understands that your business needs to be operational even during the holidays, and can accommodate those needs.
Work with an experienced IT provider
Christmas is busy enough without having to worry about something like a phone outage. If you need help with your phone systems or want to discuss how VoIP could help your business, call us today and we’ll recommend the best VoIP solution to ensure that your customers are happy and satisfied.