Packnet Blog

Business VoIP is quite rightly portrayed as a means of securing immediate financial advantage, as it can of course significantly reduce a firm’s monthly phone costs. It also however provides companies with many other, more long-term benefits, most of which can also enhance customer satisfaction and, ultimately of course, customer loyalty.

The key lies in the fact that unlike traditional business phone systems, business VoIP (voice over internet protocol) does not require physical switches and wires for every change or adaptation; and its flexibility even extends to allowing staff to use the same extension outside the confines of the office building.

For customers, the advantages of this flexibility can include the following.

Firstly, it is extremely straightforward to set up a sophisticated call routing system whereby customers can be transferred to the correct department, or even to a different part of the company many miles away, without the inconvenience of having to dial separate numbers.

Secondly, when demand starts to take off and the volume of callers grows, it is easy to add extensions for extra staff which customers can then reach using their original contact number. Likewise, if it is necessary to reroute customers to a different location, this can be achieved without the customer having to change their contact number.

Thirdly, business VoIP can be easily made to interface with other computerised facilities enabling call handlers to quickly retrieve an individual customer’s records.

Finally, where characteristics of a team’s call responsiveness are known to have a crucial marginal impact on customer retention and conversion, business VoIP can allow for the easier call monitoring and record-keeping of staff to help facilitate individual focussed training.

It is also worth noting that where a company opts for remote hosted services from a business VoIP provider or VoIP reseller, customer lines are virtually guaranteed not to suffer any technical difficulties.

Callum Byrnes