For most enterprises, fast and multi-channel telephony is the main source of communication with customers, both within the company and externally. Therefore, situations where IP-telephony experiences interruptions become critical. In our material below, we discuss the problems that can arise with cloud PBX and the consequences these issues can bring for businesses. Even a few seconds of line delay can cause a customer to hang up and go to a competitor.
In what cases do problems usually occur with telephony?
- Malfunction on the part of the Internet provider;
- Malfunction in the office infrastructure, which may occur due to outdated equipment or poor maintenance;
- Failure on the part of the telephony service provider.
Let’s consider the most common problems.
During a conversation, the voice is interrupted
Due to a slow Internet connection, the voices of the interlocutors may be interrupted for a few seconds. Another reason for the interruption could be the loss of the signal from the operator’s wireless headset. Another possibility is that the client is in an area with weak mobile coverage. In any case, the conversation drags on, causing both the client and the operator to become nervous. As a result, communication can break down, even with a loyal client.
Echo on the line
During the conversation, the customer hears the operator with a delay, and the operator hears their own voice. Echoing on the line can be caused by the servers of the communication operator being located far apart. For example, the business might be located in Europe while the VoIP servers are in the United States.
Poor connection quality
This telephony problem is usually caused by a congested office network when the bandwidth of the communication lines is overloaded. This often occurs during peak network usage hours, especially if the company uses outdated equipment without necessary software updates.
Interruption of calls
Calls can be stopped while dialing the customer’s number, which means the caller ID is blocked. If the call is interrupted in the middle of the conversation, it is most likely due to problems with the Internet connection.
Jitter
Jitter refers to the range in the latency on a packet flow between systems when some packets travel longer from one system to the other. Typically, a delay of 20-25 milliseconds can result in a complete stop of packet transmission.
How do telephony problems hurt business?
Line malfunctions during important negotiations can have the most disastrous consequences for business.
Problems with telephony negatively affect the work of the customer service and communications between company departments. Let’s analyze the main consequences of communication breakdowns.
Problems with telephony and the sales department
Due to equipment problems or line interference, the company may lose a potential new customer, which is particularly unfortunate if the client has just initiated contact. If a person cannot hear the operator’s response or access information through the voice menu, he may go to a competitor. Issues with business telephony become even more critical if communication is lost with a “warm” customer who is ready to make a purchase. This can lead to decreased business productivity and a loss of trust in the company. While the problem can be addressed swiftly by informing customers about alternative communication channels via messengers, email, social networks, or personal manager numbers, it’s essential to recognize that not everyone is willing to transition from their usual channels to new ones or undertake the setup process for additional messengers or contact numbers.
Problems with telephony and communication in other departments
IP-telephony within an enterprise is essential not only for the customer service department but also for technical support, logistics, marketing, and finance departments, all of which rely on stable connectivity and communication.
Potential consequences include:
- Customers unable to reach technical support, resulting in dissatisfaction with service quality.
- Logistics unable to contact suppliers and carriers, leading to supply chain disruptions and business losses.
- Accounting unable to reconcile financial statements, causing delays in shipments and contract terminations by customers.
Using a virtual PBX from A1 TELECOM can help avoid such problems. By selecting the services of a reliable communication provider, businesses will benefit. Our virtual PBX ensures uninterrupted communication, with external channels reserved for reliability. Additionally, our monitoring system allows the prediction and prevention of potential failures, freeing businesses from the burden of technical maintenance tasks. Ensure your business can focus on increasing profits rather than spending time and resources on solving technical problems!
Secure reliable IP-telephony by scheduling a free consultation with our specialist!