Ultimate Guide to IP Telephony for Customer Acquisition and Retention

How can you ensure stable and continuous growth of your company? Only by expanding your client base and retaining your customers. And VoIP is one of the best tools that helps to do just that.

Why is it important? Remember your interactions with companies that sell goods, like an online store, or provide services, such as real estate agencies or logistics companies. Were there times when you called them but chose to buy from or do business with another one because you had to wait in line or on hold for too long?

Such small details can significantly impact how a business does overall.

VoIP telephony not only helps to process any request faster than traditional telephony but has a lot of other advantages. It's easy to use, has a wide range of helpful features, and helps save costs. Read this guide, and you will see how powerful a tool for growing a business, VoIP can be.

1. What Happens to a Call in the Context of the Business Process?

90 seconds

The average time a caller is willing to spend on hold before hanging up

36 seconds

The average amount of time a caller is willing to spend waiting for the call to be picked up

15 seconds

Average time of configuration of the app to receive calls

2. Основные функции и преимущества VoIP по мнению представителей бизнеса

77%

Handling
phone calls

65%

Conference calling

63%

Managing messages

58%

Cloud IP PBX

57%

Remote work

Handling
phone calls

Conference
calling

Managing
messages

Cloud
IP PBX

Remote
work

3. Benefits of Using VoIP

90%

Savings on international calls

75%

Savings on operational costs

40%

Saving on administrative expenses with remote work

30%

Saving on personnel costs

I. An Effective Solution to Overcome Stagnation and Drive Company Growth

IP-telephony is a solution that helps accomplish several objectives simultaneously to attract customers and develop business. It is used to enter new markets, conduct campaigns to attract potential customers, increase sales, and improve customer service, and can be used to resolve conflict situations and retain customers.

How does IP telephony help business development?

• IP telephony systems enable sales teams to connect with customers directly over the phone. This personalized approach allows businesses to build strong relationships with their customers, address concerns, and guide them through purchasing. Direct sales by phone not only eliminate geographical barriers but also result in increased conversion rates and higher customer satisfaction levels;
• Callback widgets allow you to receive more requests from website visitors, as they provide an opportunity to contact a company representative quickly and free of charge;
• IP telephony also aids in market analysis and conducting marketing surveys. Virtual numbers can be used to evaluate the results of marketing campaigns, conduct surveys, and gather statistics. And call recording can provide quality data. By leveraging this feature, companies can review conversations between agents and customers to gain valuable insights into customer preferences and market trends. This data can then be used to refine marketing strategies, identify potential opportunities, and tailor products or services to meet customer needs better;
• Another advantage of IP telephony is its role in training and development. Call recording enables organizations to assess their agents' and sales managers' performance and skills. By analyzing recorded calls, companies can identify areas for improvement, provide targeted training, and develop effective scripts based on real-life customer interactions. This continuous learning process enhances the overall sales team’s effectiveness and contributes to their professional growth;
• Call history captures data on the number of calls, their direction (outgoing or incoming), and performance. With its help, it is possible to determine the cost of a call/deal, average time of request processing, peak load depending on the day of the week or time of day, and average duration of calls. Analyzing these and other statistical indicators allows you to improve service and sales, distribute the workload of staff, identify prevalent sources of incoming orders, and more;

IP telephony systems present a multifaceted solution to the challenges associated with a lack of new customers and stagnation in a company’s development and profit growth. Moreover, you can see that this solution's popularity will continue to grow.

Source: Statista Estimates; Grand View Research

The size of the VoIP market is increasing in all regions, which means that the number of users switching from traditional telephony to VoIP is also increasing. But it is not enough just to connect IP-telephony. It is necessary to understand how to work with it correctly.

II. Unlocking Success: An Action Plan

Connecting telephony should start with the design of your call center. I.e., determine what your goals are and set up telephony with them in mind. For each company, it will look different. The size of the company, at what stage of development it exists, where it is located, what regions it works in, what it sells or provides, all of it will make an impact. No plan will suit everyone, but there is no need for a one-size-fits-all. You need to be focused on your challenges and conditions.

However, the basic stages of designing a call center will be the same for everyone.

Designing
a Call Center

There is no perfect one-fit-all call center design. You need to take your circumstances into account when you are planning your call center.

Main
focus

1

Inbound
or outbound

For service call centers and the sale of simple goods and services, focusing on inbound work is more suitable. For companies with a long sales cycle – outbound. For companies of large scale, the combined type is the best fit.

Call
volume

2

Budget planning and design preparation

Estimating the number of employees and phone lines is directly based on the expected volume of calls or leads.

Design
 

3

Developing an actual customization plan

Based on the data from the previous stages, itis necessary to develop work regulations, call forwarding and routing settings, prepare scripts and develop KPIs.

Force
majeure

4

Ensuring continuous operation

Providing remote working capability in case normal work is not possible (e.g. natural disaster) and alternative communication channels.

Main focus

You should start by determining your main focus: inbound or outbound calls. Will you be making sales over the phone? Handle incoming requests? All of the above? It depends on what you do and how you structure the process.

Inbound calls are used more where the sale can be completed during one conversation:

• Direct sales (online stores and retailers, flower stores, etc.);
• Food delivery, cab services;
• Consumer services (beauty salons, cleaning, service centers, etc.).

Outbound calls as the main focus are more common for products and services with a long sales cycle. The first contact may be inbound, but the subsequent communication will be initiated by the salesperson. This is the case in IT, real estate, business services, manufacturing, and logistics.

Large-scale companies tend to make equal use of both inbound and outbound calls, so choose a combined line of work. Determining the direction of work will help in further planning and design of your call center.

Call Volume Planning

Once the main direction of work is determined, you need to plan your call volume accordingly. This will help to determine the budget that will be needed to implement telephony. The design of your call center will also be based on this data. This involves estimating the number of agents and telephone lines needed to handle incoming and outgoing calls effectively. By understanding their call volume, businesses can better allocate resources, ensure customer satisfaction, and save costs. This step is crucial in designing an efficient IP telephony system.

Call Center Design

The next step involves the design of the call center, taking into account the focus of work and planned volume. Decide whether employees will work in the office or if remote connectivity is possible. Each option has its advantages and disadvantages, so it's important to consider how your work is conducted. In addition, you should establish a schedule for the call center to meet your customers' needs effectively.

Incoming Call Distribution and Customizations

In designing the call center, you need to establish the scenarios through which incoming calls will be distributed. This includes setting up IVRs, voicemails, voice greetings, and background music. These customizations help enhance the customer experience and provide a professional image for the business. You should carefully consider these elements' language, tone, and content to ensure they align with your brand identity and customer expectations.

Configuration of Outgoing Calls

Outgoing calls also require configuration. Use what you prepared during the call volume planning and call center design stage to outline how to configure your outgoing calls.

There are several main points to consider:

• Is it important to dial customers from a specific region with a phone number of any particular country? Are there any restrictions on local Caller ID passing?
• Are there any countries where you want to restrict calls?
• How many lines for concurrent calls do you need?
• Сколько линий для одновременных вызовов вам нужно?
• Is there any call package that can help you save money on calls to a specific country or region?

Emergency Plan for Business Continuity

To ensure uninterrupted communication and business operations, it is essential to have an emergency plan in place. This includes:

• Disaster recovery plan;
• Redundancy systems;
• Backup communication channels.

Emergency Plan for Business Continuity

Disaster Recovery Plan

Develop a comprehensive disaster recovery plan that outlines the steps to be taken in case of unforeseen circumstances, such as power outages or natural disasters.

Redundancy Systems

Implement redundant systems or backup servers to minimize downtime and ensure continuous service availability.

Backup Communication Channels

Have alternate channels of communication, such as mobile phones or online messaging platforms, as a contingency plan in case of any disruptions to the IP Telephony system.

A disaster recovery plan is essential if you have a hosted PBX or a VoIP server owned by your company directly on-site. You can skip this step using IP Telephony, where all your data is cloud-based.

However, it is still a good idea to have redundancy systems. If your office is out of power or the Internet is down, switching your incoming calls forwarding to a phone number instead of SIP forwarding can be a good move.

Backup communication channels such as social media or messengers can greatly help you. You can notify your customers at large or communicate with them one-on-one.

Action Plan for Solving Communication Pain Points

To overcome these challenges, businesses can follow a step-by-step action plan:

• Assessing Needs and Pain Points: Understand the specific communication pain points unique to your business. This assessment will help in developing an appropriate strategy.
• Developing Work Regulations and Scripts: Clearly define work regulations, call scripts, and procedures for staff. This ensures consistency and standardizes communication processes, eliminating confusion.
• Training Programs for Staff: Provide comprehensive training programs for your staff to ensure they are well-equipped with the necessary skills to handle communication effectively and efficiently.
• Determining Call Center Integration: Define how the call center will collaborate and communicate with other departments within the organization. This promotes seamless information flow and enhances customer service.
• Defining Key Performance Indicators (KPIs): Set measurable KPIs to evaluate the performance of your communication system. This can include metrics such as call resolution time, customer satisfaction, and average response time.
• Researching for a Suitable Provider: Explore various IP telephony providers in the market and assess their offerings, reliability, and customer reviews. Choose a provider that aligns with your business requirements and goals.
• Telephony Connection: Once a provider is chosen, proceed with establishing the IP telephony connection. This involves integrating the new system with existing infrastructure and ensuring a smooth transition.
• Assessing Work Results: Continuously monitor and evaluate the performance of your IP telephony system. Regularly analyze KPIs and customer feedback to identify areas for improvement.


(using the example of one of the Freezvon clients)
• Developing Options for Improving Results: Based on the assessment of work results, develop corrective action plans to address any shortcomings or opportunities for improvement. This could include reevaluating training programs or refining call scripts.

III. Reasons to Choose Us

Freezvon, a provider of virtual telephony, offers a multitude of benefits that make it the ideal choice for users worldwide.

Simple and User-Friendly Interface

One of the primary advantages of Freezvon is its simple and user-friendly interface. The platform ensures that even individuals with limited technical expertise can navigate various features effortlessly. Users can access and manage their virtual numbers, set up call forwarding, and monitor call logs with just a few clicks. This intuitive interface adds convenience to the overall user experience.

Freedom to work in the office and remotely

Another compelling reason to choose Freezvon is the freedom it provides users to work from anywhere. In today’s fast-paced world, remote work has become increasingly popular, and Freezvon facilitates this by allowing seamless connectivity through its virtual numbers.

Whether you are in the office, at home, or on the go, Freezvon ensures that you remain connected to your clients and colleagues. Furthermore, Freezvon offers the flexibility of connecting virtual numbers for personal purposes, allowing users to stay in touch with family and friends no matter where they are located.

Numbers of over 120 countries, including rare destinations

Freezvon stands out in terms of its wide geographical coverage. With numbers available in over 120 countries, including rare destinations in Asia, Africa, the Middle East, and Oceania, users have the flexibility to establish a local presence in multiple locations. This global reach enables businesses to expand their customer base and easily tap into new markets.

Moreover, individuals can enjoy the convenience of having virtual numbers in their preferred countries, enhancing communication in a globalized world.

Variety of payment options

Freezvon offers a variety of payment options, ensuring convenience and flexibility for its users. Whether you prefer traditional methods like bank transfers or payment cards, or are more inclined towards modern options like cryptocurrency or e-wallets, Freezvon has got you covered. This diverse range of payment options ensures that users from different parts of the world can easily make transactions and access the services they require.

Broad scope of telephony customization

One of the key strengths of Freezvon is its ability to provide a broad scope of telephony customization. Whether you are an individual seeking specific call forwarding settings or a business looking to establish an elaborate virtual PBX system, Freezvon can cater to your unique requirements. With turnkey virtual PBX solutions available within three days and customized telephony setups completed within just one day, Freezvon offers efficiency and flexibility in meeting individual and organizational telephony needs.

Quick response of the support team and diverse communication channels

Lastly, Freezvon prides itself on its excellent customer support. The support team at Freezvon is known for its quick response time and proficiency in resolving any queries or issues that users may have. Moreover, Freezvon offers multiple communication channels, including email, phone, and live chat, allowing users to choose the most convenient method. This commitment to exceptional customer service ensures that users have a seamless experience and feel supported throughout their journey with Freezvon.

As a business customer, here are the perks Freezvon offers you:

• Discount up to 15% on virtual numbers (when buying 5 numbers or more).
• Free trial period for our virtual PBX.
• Talk endlessly without breaking the bank with our oh-so-flexible call bundles tailored to cater to your specific needs.
• Enjoy the VIP routes for outbound call routing.
• Credit limit by request.

By the way, don’t forget to find out more about other interesting and useful features and our pricing.