Hosted PBX solutions have become the primary way businesses connect with the outside world. A hosted PBX is a cloud-based phone network that uses the Internet to transmit and receive phone calls. Its numerous benefits have made it the more attractive choice compared to its on-premise counterpart. On-site setups require a long, extensive set up, are difficult to scale, and can be costly to maintain. Hosted PBX networks are much easier to install and effortless to scale. Troubleshooting usually only requires a phone call to your provider.
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Despite all the advantages, a hosted PBX solution also has some drawbacks. That’s why it’s important to research your chosen provider before installation to make sure your business needs align. Here we will discuss some common pitfalls with PBX solutions that can cause businesses to lose time, money, and productivity.
Bad call quality
Sometimes phone calls made over the Internet result in garbled audio that makes it impossible to hear the other person on the line. When that other person is a customer in a call center setting, agents may feel helpless. This usually requires hanging up and calling back, which can disrupt the customer experience. Ensure that your hosted PBX provider has efficient troubleshooting techniques in place that can resolve call quality issues quickly. They should also employ IT professionals that have experience in this particular field. Otherwise, customers may become frustrated and develop a negative view of your company.
Frequent outages and downtime
Bad call quality means that the audio on one or both ends of the phone is unintelligible. An outage usually means that calls cannot be made or received. This can happen for numerous reasons. When it does, it’s important to have available tech support to resolve the problem. The longer your call center goes without working phone lines, the worse the customer experience becomes. Customers with urgent calls may get busy signals, resulting in escalated, high-risk calls when they finally speak to someone. Before selecting a provider, ensure that their service is high-quality and reputable.
Lengthy learning processes
A new hosted PBX solution shouldn’ t rob your call center of productivity. Implementing a new system may not be an overnight task, but your hosted PBX provider should have steps in place that make the transition as easy as possible. One of these steps includes efficient user training. By providing call centers with the right resources, PBX providers help ensure that their clients minimize any lost time as they adapt to the new platform. They should offer training before, throughout, and after installation. Agents will feel better prepared before the official launch day. This helps reduce user errors that can cost your call center time and money.
Lack of tech support
As with any complex piece of software, a hosted PBX solution should have a set of procedures ready to go whenever downtime occurs. Without one, troubleshooting can become chaotic and ineffective. Their tech support should have a streamlined system that prioritizes issues by level of urgency. They should also be able to access data from your end to provide quick diagnostics. When choosing a hosted PBX provider, ask about their troubleshooting and customer support practices. You want to make sure that you can access the help you need at any time. The last thing you want to experience is downtime during a heavy call volume day.
Growing call centers need to be able to scale, and quickly. Many hosted PBX providers allow users to add more lines on their own using a customer portal. Others may require a simple phone call. Before selecting a hosted PBX provider, inquire about what their scaling processes look like. If it’s something that’s time-consuming and involves too much red-tape, you should consider whether or not that’s something your call center can withstand. Busy seasons, especially holidays, may require some extra help on the phones. Having to wait to add those necessary lines isn’t helpful, and can result in over-burdened agents.
Too many or not enough features
Before signing on with a hosted PBX provider, verify that the features you’re planning to include will make your workflows easier. They should enhance both the agent and the customer experience. Consider your current setup, and identify what areas need improvement. You may not need all the features that your hosted PBX provider is offering you. Having excess features your call center won’t use will only increase your expenses. It’s critical to revise the purpose of each extra feature you agree to to make sure that they can target those areas with needed improvement.
Hosted PBX solutions can save call centers a significant amount of time and money. LiveVox’s cloud-based PBX solution was developed specifically for the call center. Its features were designed to enhance every agent and customer interaction. With robust support and highly-efficient training, LiveVox’s hosted PBX solution can provide your call center with a smooth transition from your current provider.