- Last Updated: 29 Apr 22
- 7 min read
8 Reasons Why You Might Want To Change Your Cloud Telephony Service Provider
- Last Updated: 29 Apr 22
- 7 min read
You probably already know that switching to a cloud phone has many benefits and that it will help improve your customer service.
However, it doesn’t mean you can’t improve it even further. It’s no secret that IP telephony is a growing industry, and there are more and more IP providers in the market today. Of course, no two IP telephony providers work alike, nor do they offer the same products.
It’s important for any business’s success and growth to have a strong business communication ecosystem, which is why so many people are switching to cloud-based telephony.
Cloud telephony service providers with a more progressive approach will increase the chances of business growth and development. Conversely, telephony services of low quality adversely affect a business.
The main issue arises when people fail to recognize that their Service Providers are less progressive today and it begins to affect their businesses as well.
Various incidents may occur that one tends to overlook. Unfortunately, once the problems get big enough, they wind up causing heavy losses.
So you should move to a new service provider if your problems outweigh the benefits you receive. Or, if you find that your phone system can’t keep up with the demands of your business, or if it doesn’t provide you with the features you need to run your business effectively, you probably should consider switching to a provider who can handle everything for you.
Top 8 Reasons To Change Cloud Telephony Service Provider
Here are the reasons why most business are looking or upgrading their cloud telephony service providers.
1. Business is Booming
In cases where your business is successful and you are attracting more and more customers, you may not be able to keep up with your existing phone system. When this happens, it may be time to switch VoIP providers.
Having a downtime issue or being overwhelmed with the number of calls coming into your business may indicate that your hosted phone system is not robust enough to handle the volume.
Whenever you are searching for a new provider, it’s important to evaluate their uptime statistics and how robust their phone systems are.
You may end up paying more in the long run if you do not specifically describe what you need to the provider as you will need to have extras and amendments made to your phone system.
Make sure you check how many calls the phone system can handle at once and make sure this number is more than sufficient for your company’s needs to save yourself time and money.
2. You are scaling worldwide
Would your hosted phone system support international expansion if your business thought of expanding globally? When the answer is no, it is time to switch to the service providers that can.
Hiring talented customer support staff anywhere in the world and connecting them seamlessly with your hosted phone system shouldn’t be a problem.
With cloud phone systems, remote workers can be easily added to your business phone system. If this is not the case then you need to change service providers.
3. You Need More Analytics
In the case that your hosted phone system does not offer you detailed information and analytics about everything from agent performance to call costs, then it is time to switch providers.
It is crucial to analyze analytics to be able to determine if your customer service agents are performing to their best, see if your marketing is successful, and adjust accordingly.
You might not be able to assist your business is growing and developing if you do not have this information – and a hosted phone system should not impede your business’ growth. So you should consider changing the service provider if this is the case.
4. You’re beginning to think that cloud telephone services are not up to par
You should know that it’s your service provider who stinks. Technology isn’t at fault.
Many problems stem from misconfigured systems, old routers, or bad phones. Any of these could negatively impact your VoIP experience. If your current provider is not able to correct these hardware-related problems, consider switching providers.
It is imperative that your provider has the technical expertise and customer service ability to help you get the right equipment and configure your network for optimal performance.
You can also ask them to assist with obtaining additional bandwidth or setting up an SD-WAN (an advanced WAN service ideal for running cloud-based services like VoIP).
5. You’re constantly anxious about your system going down
It’s a bad sign if you’ve experienced multiple instances of downtime since adopting cloud telephony. Lack of redundancy is one cause of downtime.
Many providers have only one data center when geographically dispersed data centers are considered optimal. As soon as one fails, the others automatically take over.
Alternatively, your internet connection may be the issue — but this is less likely — and can easily be resolved by implementing a failover solution.
It’s even worse when your provider won’t tell you when or why the downtime is happening. When your internet provider is blamed for the problem, that’s another red flag.
6. You have to wait longer while reaching Customer service
It is a waste of time if you are forced to remain on hold for too long before receiving assistance. Whenever you run into a problem, your customer service agent should be readily available and well-informed to help you.
📖 Read Also: What Is Call Queuing and Why Does It Matter?
When you call and are placed on hold for more than 30 minutes while customer service staff attempts to resolve the problem, you should consider your provider to be incompetent (or disorganized).
7. You have had a security breach
You should switch service providers if your phone system has had a security breach and you are losing confidence in the system.
The security of your hosted phone system should be a top concern, so you should verify that the provider you select has the necessary security procedures in place and is protected against cyber-attacks.
In the event of a breach, your customers will want to know you are doing everything you can to ensure that it does not happen again, and changing technology and investing in a more secure phone system will help rebuild their trust or reduce their fear of an attack in the future.
👍You May Also Like: How To Secure Yourself From Cloud Telephony Security Threats & Issues?
8. Increasing call expenses
In the case of rising call costs, or frequent usage that exceeds your phone plan, it could be time to switch providers.
In comparison to traditional phone calls, cloud telephony is a much more affordable option, but if your business has grown and you go over the minutes in your plan, the costs could be very high.
You should therefore compare different Cloud Telephony providers. It is advisable to set a budget before you contact providers. This way, the provider can offer something that fits your needs and budget, ensuring you have enough minutes to cover your needs – and preventing any costly charges for unused minutes.
It should come as no surprise that all of the warning signs mentioned in this article indicate you need to switch providers. These are very serious issues. If your provider isn’t able to address all of these, then they don’t deserve your business.
At KrispCall, we are proud of the quality of our services. We offer:
- A Service Agreement that guarantees uptime (and specifies the consequences if we are not able to deliver),
- 24-hour customer support via a variety of channels so that you can choose the one that is most convenient for you, and
- The powerful VoIP features ensure businesses stay productive, including video conferencing, integrations with CRMs, call forwarding, call recording, advanced analytics, and more.
We walk you through every step of the set-up process before we begin the installation. With our checklist, you can be certain that you have the right equipment, configuration, and bandwidth to protect call quality no matter what comes your way. Let us discuss your VoIP needs and find a plan that works for you.