The ability of VoIP for Business to host Conference calling and remote meetings is now an essential part of an organisation’s business tools. Unfortunately, there have been many reports of failures and poor performance using ZOOM and other collaboration tools.
While some poor conference calls may have been because of VoIP for Business technology failings, most are because participants are not familiar with the etiquette of conference calling and how to make them effective. Basically, using the same approach as for face-to-face meetings will provide quality meetings. Here are ten suggestions:
Just because it’s an online meeting, doesn’t mean that it can be less organized than a face-to-face one.
Send out calendar friendly meeting requests in good time and repeat
Most attendees won’t be IT experts and may need help and guidance to join the meeting. Have an IT support person to hand to assist. It’s getting easier, but many conference call services can be cumbersome to join. If the meeting request email provides an automatic link to an attendees calendar, all the better.
Zoom, for example, provides automatic links to a calendar and to the meeting itself, where the attendee only needs to click on a link to join. Send out a reminder, again with a joining link, just before the meeting time.
Send out Etiquette Guidelines
It might seem presumptuous to instruct attendees to behave during a meeting, but hopefully, you only need to do this once as a full document. Perhaps a short summary as part of the meeting request?
Have an Agenda
Meetings need to stick to the point. With no agenda or clear objective, a meeting will not be successful and to put it bluntly, waste everyone’s time.
Have IT check the connection and setup
Nothing is more frustrating than sitting waiting to join a meeting and not being able to connect because of a technical fault.
Start on Time
Starting on time is vital, especially if the meeting straddles several time zones. Don’t wait for stragglers, because if you do, you are signalling that it’s ok to join whenever you feel like it.
Have the Chair open the meeting
This is no different from a face to face meeting. The chair must open the meeting by thanking everyone for attending, explain the agenda, and nowadays, ask everyone to switch off cellphones. Thye host must also set expectations. Request that everyone announce themselves. Some attendees may be in sound only.
Try to finish the meeting early. That will be much appreciated by all attendees.
Microphones to be muted unless you are speaking
Because this is a remote meeting, people may be attending from all sorts of strange locations, coffee shops, home, cars for example. That can produce a lot of distracting noises and communications problems. If you aren’t speaking mute your microphone to cut down on outside noises.
No interrupting or talking over
It’s just common etiquette, don’t talk while someone else is interrupting. During a person to person meeting, we can observe non-verbal cues in other attendees. In meetings where this is not possible, perhaps because some attendees are attending on voice only, it is easy for a meeting to descend into chaos.
The host must maintain control, and attendees must observe the rule of only speaking when invited to.
Ask for feedback
Some attendees will speak a lot, some not at all unless asked to. It is easy to assume that just because someone has not expressed an opinion that they agree. Ask them directly.
People can also zone out and decide not to participate. Meetings can speed up and be more productive if you ask each participant to contribute verbally.
Have a closing review and repeat conclusions
As already pointed out, visual cues are absent in conference calls, even if a video feed is available. Even if they promise not to, people can become distracted from the meeting and start other activities. It’s easier with remote meetings because they can easily hide what they are doing from the meeting.
It is essential, to have a recap periodically during the meeting and at the end, have a full summary.
VoIP for business is now the defacto standard for business communications. Having established itself during the pandemic as essential to communicate with remote workers, customers, and suppliers, the push is to find new and innovative ways to leverage VoIP for business to provide more cost benefits and deliver new cost-effective services.
VoIP is usually viewed as the basis of a Unified Communications Strategy. All internal and external communications are moved onto a digital platform, and users can move seamlessly between different communication modes. They share global address books and can communicate directly with a customer or colleague from the address book, or even an email address.
Several suppliers, including Microsoft, provide hooks into their core Office systems to allow other applications to share contact information. It has the undoubted benefit of keeping contact lists up to date.Continue reading
Working from home is rapidly becoming the new normal worldwide. Businesses are quickly modifying their strategies and operations to accommodate it. Ome area of particular interest is that of integrating VoIP for Business into the remote working scenario.
There has, admittedly, been a slow move towards remote working as the digital infrastructure spreads and improves in recent years. Internet access through WiFi has become common in public spaces like hotels and malls and through fiber connections to homes.
The pandemic has accelerated this process, mainly through companies forced to have locked-down workers working from home. A second driver has been the effect on bricks and mortar retail outlets. Foot traffic has plummeted, retail shops are closing, and the malls they operate in are closing, some never to reopen. Retailers are forced into an e-commerce environment. It’s no longer developmental but survival strategies.Continue reading
VoIP has become commonplace in recent times, both in business and as a personal communications tool. The benefits are such that it becomes a no-brainer for both individuals and businesses to move to VoIP, principally because of the reductions in long-distance comms costs.
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Recently, the use of WiFi as a primary network topology, coupled with mobile technology, has become more and more common.
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Within VoIP, there are several options that an organisation can choose to improve the quality of service. Among these are SIP Trunks.
SIP Trunks replace the physical connections provided by traditional communications suppliers. Simply put, a SIP Trunk is the digital equivalent of the conventional physical link. It is usually called a data circuit. It supports voice, data, streaming media and video services, the basis of a business Unified Communications environment.Continue reading
Calling a business is the first point of contact between the business and the outside world. This first impression must be a good one. Most callers nowadays expect a response, and a failed call is not an acceptable outcome. Additionally, most callers expect to be able to use a variety of communications methods, traditional PSTN calls, internet access to a call centre and digital interfaces over specialised applications and social media.
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Switching to a Cloud PBX is a programme that involves both technology and people. Doing it efficiently and effectively requires careful consideration of both elements.Continue reading
One of the major benefits of the digital revolution for business has been the emergence of computer-based PBX systems offering advanced features. in the past, these were limited to larger companies but the emergence of cloud-based technologies has seen the emergence of the Cloud PBX which allows small companies the benefits of voice over IP but at a vastly reduced cost.
Here are 7 benefits which will come to a business if they implement a Cloud PBX solution:Continue reading
Most, if not all businesses use some form of Business VoIP.
Simply put, it is the transfer of the business internal and external voice communications to a digital platform. Business VoIP can be part of a larger digital Unified Communications environment comprising VoIP, video-conferencing and Social Media.
A Unified Communications implementation ranges from full-blown onsite hardware and software implementations to outsourced managed solutions to virtual software running on a single PC server. Continue reading
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The increasing effect of digital convergence and the undoubted cost and other benefits of VoIP networks has led to their widespread adoption in all sizes and types of business. However, as with all things, there are two sides to the coin, and maintenance of an acceptable level of service for your VoIP system is of paramount importance.
Before looking at monitoring techniques it is important to see what we are looking for.
Typical complaints and their cause include:Continue reading