As a business, you have many communication tools at your disposal, SMS, Messaging, Email, WhatsApp, Social, and all have their place, with digital messaging especially good for quick one liner interaction.
But Ignore voice communication at your peril:
- 94% of mobile users have needed to call a business after searching for it on their phones
- Google research shows that 69% of customers use click to call to quickly get an answer and accomplish their buying goal.
- According to a Ringostatcase study, more affluent clients prefer to pick up the phone and call in 79 out of 100 cases.
- It was also discovered that forty-seven percent of mobile searchers will look for another brand if there is no phone number associated with their result. – Google
Fundamentally, how we communicate depends on what we’re exchanging. If you’re exchanging cut and dry information, email often suffices. If you’re exchanging thoughts, ideas, opinions or potential terms for negotiation, a phone call may be warranted.
Voice communication is by far the most powerful form of communication BUT, there is a caveat – the power of a voice communication will be lost if the call quality is lost or if the call continually drops and needs re-dialling.
VoIP (Voice over Internet Protocol) is amazing stuff, and the majority of the world’s phone calls are now carried over VoIP at some point, even Mobile and ConXhub calls!
The large telco’s and mobile operators use VoIP to carry calls from one piece of equipment to another, say a switch in Sydney to a switch in London, before the call is ‘broken out’ and passed on to a local network and the final recipient.
However, there is a massive difference between a Telco managing VoIP and a business using VoIP for its communication. The top of the line infrastructure, unlimited broadband and fibre optic cabling let alone spend on maintenance and engineering teams, give you a clue.
Your office VoIP is a million miles apart from the telco VoIP.
Your office VoIP calls will likely route through several interconnected parties, each party potentially denuding the quality of your service. Normally speaking the cheaper the service, the lower the quality of the routing (what the industry calls grey routing) which could actually mean your call from Manchester (UK) to London (UK) could actually go via Guatamala! No kidding…. This long path, low cost routing could cause echo, distortion, lag and drop outs, as often found with Free VoIP services.
If you have a great phone operator, your next issue is going to be the connection from your office to the phone operator, If you don’t invest in dedicated broadband, superior cabling, Quality of service (QOS) routers and maintenance you are likely to run into call quality issues. Maybe your internet connection works really well, for things like google or Netflix, these services rely on download where as a phone call needs high synchronous upload, and download speeds.
Even when you have invested heavily, you are still at the mercy of your internet provider keeping connection alive 24/7, or staff not pulling cables or creating loopbacks when they plug equipment into the wrong socket!
VoIP Softphones have an even harder job, as they may well be connecting to some spurious piece of internet, none of which is concerned about voice traffic.
5G is being seen as the saviour of VoIP, where effectively we can pass more compressed traffic down smaller pipes. Yes, it will play its part, but it still won’t get away from the fundamentals of (the last mile) in office issues. It will also have to manage the traffic from the millions of IOT devices that will be interconnected through it and for WiFi there are so many independent players, it will simply not be joined up, so as you pass from one connection to another your call will drop.
Even in a decade’s time when we have omnipresent 5G it will still not deliver on the VoIP promise – The suppliers business model for 5G is not for VoIP it is for IOT.
We come from a long background of supplying high quality call services around the world. Business communications and highest possible quality are in our DNA and we are proud to count Shell Oil, U.S. Department of Defense and many Embassies as users of our services, our mantra being “Every Call Matters”.
Outside of WiFi and office VoIP connections, We have a global dedicated mobile cellular network which depending on where you are will flick across the 2G to 5G spectrum and always work. ConXhub taps in to this superb piece of technology, meaning you will always get the best possible quality calls, without drop outs, and due to its remarkable cellular design you can continue to communicate even whilst on the move.
Of course Email, SMS and IM are incredible tools and have increased our ability to communicate across great distances, time zones, language and cultural barriers, but ignoring the power of the phone call is dangerous.
Some small business owners have seen a decline in sales due to their younger Millennial employees sending sales pitches to potential customers instead of making a call. It’s much harder to build a relationship and rapport with a client via email then it is by phone.
In a Wall Street Journal article “Jason Nazar, a 34-year-old Santa Monica, Calif.-based technology entrepreneur, says his company has missed out on potential hires because his 20-something employees schedule interviews by email, rather than phoning applicants” Jason was quoted saying “If you can do something more quickly and more efficiently by using older technology (the telephone), then do it.”
Many companies are now running full blown training sessions for younger staff on how to use telephones and handle conversations because they realise the power a call can have over any other form of communication.
Voice is a really important tool, but quality voice is the key! ConXhub gives you both.