| VoIP or Voice-Over-Internet Protocol is a protocol | | | | Knowing if your company's network capability can |
| optimized for the transmission of voice through the | | | | handle more phones is a must. The structure of your |
| Internet or other packet-switched networks. This | | | | LAN is essential for the deployment of VoIP. If your |
| technology is mostly used by companies that offer | | | | company is large enough and have a high bandwidth |
| customer support like call centers nowadays. It is a | | | | there will no problem. But for small home-based |
| cost-effective way of contacting clients and has more | | | | business maybe your provider can estimate if it can |
| functions useful to call center agents than using an | | | | be set up as it is in a house. |
| ordinary phone. Functions like call recording, call routing, | | | | If your LAN works on 10/100 Mbps you wouldn't like |
| voice mail and live chat are offered in VoIP. There is | | | | the result and may have future problems. I suggest |
| definitely a huge benefit for your business if you use | | | | that you consider having a faster connection. |
| VoIP technology for your contacting your clients. | | | | Repeaters or hubs are also not advisable for your |
| If your business is in a call center industry, I suggest | | | | LAN if you're planning to put VoIP into action. They are |
| that you consider the following factors that may affect | | | | not optimized for high-traffic VoIP transmission. |
| with your current technology. Questions that can help | | | | Therefore I suggest that you try changing them into |
| you assess the readiness for VoIP. | | | | switches or routers. When doing this, make sure that |
| How it can change you business from good to great? | | | | the lines are not too far from each other. You can put |
| Before you welcome a VoIP service for your | | | | a separate switch for each department if you have a |
| business, ask yourself if it will be efficient for your | | | | large place. |
| business. For a call center, consider the number of | | | | Power |
| your seats. Make a graph your expected production. | | | | You may not have thought about it but Power plays a |
| Be aware also about your current technology. Your | | | | big part for your VoIP services. You may consider |
| clients might be used to it and may not like changes. | | | | providing a good UPS for your servers. You wouldn't |
| Explain to them your reasons for changing. Lastly | | | | want one of your phones be cut offline while talking to |
| consider the traffic on your network. Adding VoIP may | | | | important clients. |
| have huge effect on other applications' performance. | | | | Do they have emergency calls feature? |
| For call centers with more than 10 seats I advice that | | | | You may also want to consider knowing if making |
| you have more bandwidth. | | | | emergency calls to 911 over VoIP is available. If this |
| How about productivity? | | | | feature is not available to your VoIP I suggest that you |
| Make a graph of your expected production outcome. | | | | contact your service provider if its possible to include |
| We all know that VoIP technology can reduce you | | | | that feature to your VoIP. |
| expenses. Have a project management on this matter. | | | | Are they stable? |
| Consider the risk and costs it will make. Again for call | | | | There are many risks to consider when signing a |
| centers or help-desk, will they have a better output? | | | | contract with a VoIP service provider. Remember that |
| Will you expand your campaign soon? Lastly, will you | | | | you are engaging many things in exchange for their |
| have more returns on calls and make more sales? | | | | services. Make sure that the provider you're dealing |
| Cost - knowing the cost before entering any service | | | | with has a good reputation. You may also want to |
| providers is important. You must know every detail | | | | read feedbacks about their company and services. |
| about the payment they ask of you. Other service | | | | Do they offer security for their clients? |
| providers have hidden charges behind their great | | | | I'm sure your LAN already has anti-virus tools, firewalls |
| offers. Here are some questions that you can ask | | | | and anti-spyware applications. These are the basic |
| before applying for their service. | | | | security your company can have. For call centers |
| * · Are there any hidden charges aside from | | | | securing your network from infiltrations is a must. Also, |
| setup and equipments? | | | | you can ask your provider if they offer other types of |
| * · Will I need anything more than what you | | | | network security included in their service. |
| propose? | | | | There are many questions that can be asked for VoIP |
| * · Do I have to buy my own phones or rent | | | | service providers. I have listed the important ones that |
| them? | | | | can give you idea on what to expect and what to be |
| * · What are the different rates for regions? | | | | aware of. Most of the call centers nowadays are |
| Now here's a question that you can answer yourself. | | | | using VoIP for their services. If you see that you can |
| Can you really invest on using VoIP for your business? | | | | make the next big step I suggest that you do so. Make |
| Is my network environment ready? | | | | that change and make it for the good of the company. |