Voice over Internet Protocol (VoIP) phone systems allow users to make phone calls over the internet instead of an analog phone line. But why would you replace your current phone system with a VoIP system? Isn’t that just another hassle that you have to deal with?
We’ll go over every aspect of a VoIP phone system and why it might be beneficial for your business, no matter how big or small. There are many features and non-negotiables you may not know about when purchasing a VoIP system for your business. Here’s how VoIP systems can be the call center solution you’re seeking to elevate your business.
At Hooked, we have created a VoIP phone system that integrates with your existing workflow. If you’re curious about our dialer, CRM, or our AI assistant, Tacklebox AI, book a demo with us today or email us at support@hookedcrm.com.
VoIP Phone Systems Explained
VoIP stands for “Voice over Internet Protocol”. In layman’s terms, it is a system that allows you to make phone calls over the internet instead of an analog (or landline) phone line. VoIPs use Session Initiation Protocols (SIP) to convert these signals into ones that are understood by different devices.
You’ve most likely used a VoIP phone system in the past without knowing it: Microsoft Teams, Google Voice, Facebook Messenger, Slack, and Discord are all examples of VoIP systems.
An analog phone converts audio signals into electrical ones, which connect to the adjoining phone system. It is a simpler system that only allows you to communicate with one person at a time.
How Does a VoIP Phone System Work?
VoIP phone systems convert your voice into a digital signal via a codec and transmit it over the internet, encapsulated in the Session Initiation Protocol (SIP). This allows VoIP systems to communicate with each other and with other phone systems.
These systems require specific computer software, a VoIP adapter, or a dedicated VoIP Phone, and they should work with both inbound and outbound calls, making them flexible for your business.
VoIP vs. Landline: When You Should Go For Each
While there are merits to having a VoIP, it doesn’t make sense to have one for every business. Here’s what you should consider when thinking about switching from a landline to a VoIP:
| VoIP | Landline (Analog Phone) |
|---|---|
| Supports as many people as you need and scales with your team | Works well with a team of around 12 people |
| Integrates with CRMs or other programs you use daily | Requires manual input of information |
| Calls can be made from anywhere and on any device | Requires members to be restricted to one location to receive calls |
| Requires a good internet connection to make calls | Phones only need to be connected to the internal system |
| Simple UI to streamline calls | Can require extensions and transfers to get where you need to direct people |
Equipment You Need to Set Up VoIP
There are a few things you’ll need to set up VoIP for your business. The first thing you’ll need is a high-speed internet connection. This will ensure calls won’t get dropped and your connection remains active.
If you’re working at a call center, you will also need a computer, a VoIP adaptor, or a specialized phone to help translate and convert the SIP signals needed to send and receive audio. If you are using a computer, you’ll need special calling workspace software, a microphone, and a headset so you aren’t picking up any extra sound from your office.
VoIP phones can be plugged into your broadband connection, so they circumvent the need for additional software. However, it can be costly, as each VoIP phone can cost upwards of $150, not including the cost of having the service itself.
Key Features of a VoIP Phone System
You want your VoIP phone system to be simple so that your call center training is easy. Every VoIP phone system should include these features to streamline your employees' workflow. Here’s what you need:
Call Routing, Forwarding, and Recording
The basis of any VoIP phone system is the ability to facilitate phone calls. While we can’t speak for every dialer, here are the features we found essential and prioritized in the creation of Hooked:
- Calling: The backbone of all phone systems. We’ve made the call banner simple, so answering calls is only one click away.
- Merging Calls: The ability to bring someone into the conversation if you need assistance from a manager.
- Transferring Calls: If needed, you can transfer calls to your coworkers or managers if they are better suited for the conversation.
- Barging Calls: Admins and managers can enter your calls if there are any call issues.
- Pinging: Sends a request to your coworkers or managers while you’re on a call.
- Immediate Caller Information: If the caller has called before, their information is immediately available for your review.
- Chat: You can open a text conversation with your coworkers and managers while you’re on a call to ask for immediate assistance.
- Whisper: Admins and managers can listen in on phone calls without the customer knowing and offer advice to the representative or agent during the call.
We’ve also integrated call recording, summarization, and transcription via Tacklebox AI, so it’s easy for you to reference past conversations.
Call Analytics
The cornerstone of workforce engagement management, call analytics are essential to determining where your employees can improve on their skills. Your VoIP should track the basics of your calls, including duration and how many calls you’ve had with that number. However, a premium VoIP, like Hooked, tracks even more metrics for you to consider, increasing your team’s efficiency.
Hooked will track every lead’s viability and projected earnings for the agent, making it easy to evaluate your team superficially.
Integration with Your CRM
Your current CRM should integrate seamlessly with your VoIP system. Customer Relationship Management (CRM) software is specifically designed to improve your interactions with customers. They track more information than a dialer, and it’s where most customer information is housed.
Notes, calling behaviors, and future appointments are logged here for the representative's future reference. This keeps your employees organized and confident in their ability to build customer relationships.
Most CRMs are separate from your VoIP system, so you must manually upload your calls and information to the CRM for it to digest.
Pros and Cons of Switching to VoIP Phone Systems
Pros
- Decreases the expenses of a traditional phone system
Analog phones require you to pay for each phone and maintain them, while a VoIP requires minimal equipment that is easily troubleshooted.
- Can be accessed from anywhere
One of the major benefits of a VoIP phone system is the ability to access it from any terminal. If you offer work-from-home benefits, this is a system to invest in.
- Fielding calls is easier
With VoIP phone systems, you will have access to customer information faster than a normal system.
Cons
- No internet or weak power will disrupt your calls
Unfortunately, VoIP systems require a stable internet connection to function, so if you can’t afford a high-speed internet connection, VoIPs will cause a delay in your speech.
- If you aren’t at your VoIP interface, you will miss out on calls
VoIPs require you to be at their system interface to accept calls. If you step out or are otherwise occupied, you will miss important calls.
- Unable to call 911 for most VoIP systems
While this isn’t the case for all VoIP systems, most cannot call 911. Check with your provider to see if they can provide that service.
- Setup can be difficult without IT assistance
VoIP systems can be complicated to set up, so if you don’t have IT support, you can face difficulty.
How Much Does a VoIP Phone System Cost?
A VoIP phone system's pricing largely depends on the number of people and the additional features with your dialer. For a baseline VoIP with no features, you can expect to pay around $35 per head.
However, for a premium VoIP, you can pay around $140 per head. That will include:
- AI Features
- Integration with other platforms
- Real-Time Analytics
- SMS Capabilities
- And more
How Do I Know Which VoIP is Right for My Business?
Before you decide to move forward with a VoIP phone system, you should consider these factors:
Size of Your Team
If you have a smaller team, a VoIP phone system might not be right for you. An analog phone system can typically handle up to 15 phone lines. However, if your team is growing, you should consider switching to a VoIP system.
Plus, if your team is split across multiple offices or offers a work-from-home option, investing in a VoIP ensures your team remains organized, and quality doesn’t diminish.
General VoIP Requirements
VoIP phone systems require a computer, headset, and a microphone to make calls. If you don’t have a stable internet connection or aren’t able to provide everything needed for VoIP systems, then it might not be right for your company.
Security & Encryption Standards
Before you purchase a VoIP system, you should review its security and encryption services. Especially if you are working with sensitive information or in the medical field, your VoIP needs to abide by HIPAA and PII standards.
At Hooked, we take security and compliance seriously, and we’ve taken measures to ensure that our system is secure across various industries.
Integration with Your Tools
Your current process shouldn’t be interrupted by your VoIP. If you are using a CRM and call analytics software, your VoIP should seamlessly integrate with those systems and work together to drive results. If the VoIP you are considering doesn’t translate well for your business, you should look at one that fulfills all your requirements.
Hooked combines a CRM, dialer, and AI assistance in one platform, making it the perfect solution for those starting or replacing outdated systems.
Why Hooked CRM Works As Your VoIP Phone System
Hooked CRM is perfect for your VoIP phone system needs. It handles all the requirements of a dialer and provides extra features you won’t find anywhere else. Plus, it has a built-in CRM platform, which tracks all your calls, eliminating the need to move things around to get your call analytics.
We scale with your team, and we’re ready for your business to grow and expand with every new hire. If you choose to use our suite of AI products, Tacklebox AI, you will gain a valuable AI virtual assistant that can help schedule calls, automatically fill fields, transcribe conversations, and more.
Interested in Hooked CRM? Book a demo with us or fill out our interest form to connect with one of our representatives and see how Hooked can integrate into your current process.
Conclusion
VoIP phone systems are integral to a growing call center business. No matter what your company's size, having a VoIP will give you clearer calls and provide an opportunity for growth. We strongly recommend you invest in one if you haven’t already, since it will only elevate your potential.
If you’re seeking a VoIP that works well with your system and doesn’t hinder your productivity, Hooked is the solution for you. It has a dialer, CRM, and AI automations all packaged in one service, so you never have to hop around to find insights.
Interested in our system? Book a demo with us today and discover how Hooked can help you boost your business.
