If you are a CPaaS provider or a UCaaS platform serving Indian businesses, this means navigating a transformed compliance landscape. Here’s what actually changed, what it means for your business, and how to adapt. 

Current Scenario of Telecom Sector 

The transformation of India’s telecom revolution began with the modernization of public networks in the 1980s. The government set up the Centre for Development of Telematics (C-DOT) in August 1984 to design indigenous digital switching systems. 

Liberalization provided the real ignition. The 1999 National Telecom Policy shifted the sector from high fixed license fees to a revenue-share regime. This stabilized operators and accelerated rollout.  

Within a decade, teledensity leapt from 2.32% in March 1999 to 62.51% by October 2010. The subscriber base surged from 14.88 million in 1997 to 300.49 million in March 2008. By March 2006, India had already crossed 140.32 million users, a steep climb captured in the chart below.  

By mid-2025 the market’s scale and structure looked like this: 

• 1,171.91 million wireless subscribers (including 5G FWA) 
• 48.11 million wireline users, for a total of 1,220.02 million connections.   

Overall teledensity stood at 86.15%, with 125.74% in urban India and 59.19% in rural areas. These figures frame both the achievement and the remaining inclusion gap.  

What Does GST 2.0 Actually Include? 

The next-generation reforms implemented under GST 2.0 have simplified tax slabs to 5%, 18%, and 40%. The Council has simplified the structure into a 5% slab for essentials, 18% for standard goods, and 40% for luxury/sin items, replacing the earlier complex categories.  

The Big Picture Numbers:  

• 78% of all goods now fall under the 5% slab, down from previous higher categories 
• Electronics saw major relief with items like TVs moving from 28% to 18%    

The changes have become effective from September 22, 2025. 

Elaborating upon the new regime, India’s finance minister Nirmala Sitharaman called GST 2.0 a “system cleaning reform.” She said that “These reforms have a multi-sectoral and multi-thematic focus, aimed at ensuring ease of living for all citizens and ease of doing business for all.”  

Telecom’s GST Status 

The new regime impacted a wide variety of goods and services, leaving out a few. The verdict for telecom? Services have remained largely untouched by rate reductions. Here is the transformation in a nutshell: 

Zero Direct Relief 

Despite widespread speculation about potential rate cuts, GST on telecom services maintained its 18% rate. This affects: 

• Mobile voice calls and SMS 
• Data services and broadband 
• Value-added services 
• Roaming charges 
• Enterprise telecom solutions 

Why no change? The GST Council focused its rate rationalization efforts on goods that could provide immediate relief to final consumers. Telecom services, generating approximately ₹3.36 trillion in annual revenue, remain a crucial tax revenue source for the government. 

What Changed Behind the Scenes? 

While consumer bills saw no direct GST relief, you as telecom operators, might face significant operational changes: 

1. Place of Supply Rules for Intermediary Services

New Rule: Place of supply for intermediary services shifted to the recipient’s location. 

Impact for Telecom: 

• India-based aggregators and resellers can now qualify more services as zero-rated exports 
• International Application-to-Person messaging services, i.e.. text messages sent from a business application or platform to a person in another country benefit significantly 
• Carrier service brokering sees improved margins 

Example: A Mumbai-based CPaaS provider routing international SMS traffic can now treat more transactions as exports, reducing domestic GST liability from 18% to 0%. 

2. E-Invoicing Compliance Gets Stricter

Critical Deadline: Companies with Annual Aggregate Turnover (AATO) ≥ ₹10 crore must upload e-invoices within 30 days to the Invoice Registration Portal (IRP). 

What this means for telecom operators: 

• Time to upgrade billing systems, delays won’t cut it anymore 
• You’ll need real-time compliance tracking to stay on top of the rule 
• Miss the 30-day window? Your invoice could be rejected, impacting GST credit and reporting 

3. GSTAT Is Now Live for Dispute Resolution

The GST Appellate Tribunal (GSTAT) is officially up and running and has started accepting appeals. Hearings are expected to begin in December 2025. 

Why this matters for telecom: 

• Faster resolution for prepaid voucher valuation issues 
• Clarity on how to classify roaming and interconnect charges 
• A more streamlined way to handle discount and commission disputes 

It’s a welcome move, finally, a clear path to resolve long-standing tax ambiguities. 

4. Input Tax Credit 

The GST rate on telecom services remains unchanged at 18%. However, the changes in GST rates on goods have opened some real opportunities to optimize your ITC strategy. 

Equipment & Infrastructure

• Most network hardware still attracts 18% GST 
• Some peripheral equipment may now fall under lower-rate slabs, time for a classification review 
• Bundled device + service plans might need re-evaluation under the updated HSN codes 

Consumer Electronics Boost

GST cuts on items like TVs, appliances, and gadgets could fuel higher consumer spending. That translates into more data usage, an indirect win for telecom operators. 

Adaptation Over Expectation 

GST 2.0 brought significant tax relief for goods, but telecom services were left untouched at 18%. So instead of waiting for a rate cut that might never come, your focus can now shift to: 

• Strengthening compliance systems 
• Finding new ITC optimization opportunities 
• Reworking export and intermediary service strategies 
• Reviewing equipment classifications and procurement plans 

As GST reshapes telecom operations and compliance, ensure your customer engagement evolves too. Explore how a strong customer experience strategy can help your telecom business stay compliant while delivering exceptional service

Key Takeaways for Telecom Operators 

• No GST reduction on consumer bills 
• Compliance requirements are getting tighter 
• Export and cross-border service opportunities are growing 
• Equipment procurement and bundling strategies need fresh analysis 

What Success Looks Like 

The telecom companies that move fast, embrace the new compliance landscape, and rework their tax strategies will be in a stronger position. Those still waiting for rate cuts may fall behind. 

In this new phase of GST, agility beats expectation. 

Want to stay compliant and efficient under the new GST regime? Explore how BPO call center software can help streamline operations and reduce cost burdens. 

FAQs 

The post How GST 2.0 is Going to Influence the Telecom Sector  appeared first on Blog | Acefone.

One powerful tool that can help you do so with ease is contact center software. These solutions have transformed the way businesses handle customer interactions. They have revolutionized managing call center operations by integrating cloud technology and streamlining processes into daily operations. This is why the cloud-based contact center market growth is projected to reach $162.5 Billion by 2033. 

Without cloud, you are more likely to struggle running your contact center operations smoothly.  

Keep reading to learn more about the top ways to boost your the efficiency of your contact center operations with cloud-based solutions.  

What is Contact Center Operations?

A Contact center operations refers to managing all processes, technologies, and resources used to handle customer interactions. This includes phone, email, chat, and social media channels. The goal is to provide effective, personalised customer service.

With an omnichannel communication approach, they enable agents to manage customer interactions across platforms. For this, they use specialized tools known as contact center software to deliver efficient and consistent support. 

What are the Essential Elements of Managing Contact Center Operations? 

All operations teams, whether in marketing, revenue, or sales, share a common goal. It is to make their workflow faster, smarter, and more efficient. In a contact center, achieving this requires focusing on a few critical components. 

Here’s what you need to begin: 

1. Clear Goals, Metrics, and KPIs 

To enhance the efficiency of your contact center operations, you first need to define what success means for your team through Key Performance Indicators(KPIs). For example, if your main focus is improving customer experience, you would track metrics like CSAT, CES, or NPS scores. 

If increasing agent productivity is the priority, key metrics might include average response and resolution times for tickets, both at the individual and team levels. When adding new communication channels, such as chatbots, relevant KPIs could be the ticket deflection rate or first contact resolution rate. 

2. Data Tracking, Reporting, and Performance Monitoring 

After setting your priorities, the next step is to monitor performance and extract actionable insights from your data. Well-designed dashboards help teams keep track of the metrics that matter most. For agents, dashboards can provide real-time updates on incoming queries and personal performance stats.  

Supervisors can use customized dashboards to oversee agent performance at both team and individual levels. They can also analyze customer trends to forecast case volumes, identify peak periods, and plan for seasonal demands to avoid overstaffing. 

3. Comprehensive Technology 

A key element of effectively managing contact center operations is selecting the right software solution. The ideal platform should enable your team to simplify workflows. It should also give your team quick access to all customer information in one place and offer real-time analytics. 

The right technology can help you: 

• Track essential metrics like customer hold times, agent retention rates, speech analytics, and cross-channel performance. 

• Manage multiple communication channels—including social media, in-app chat, and email, from a unified platform. 

• Automate routine workflows and tasks, allowing supervisors to better evaluate, assign, and optimize their teams. 

4. Customer Service Operations Team 

Monitoring contact center performance requires dedicated focus, so it’s important to establish your operations team as early as possible. Begin by defining the necessary roles and clearly outlining each position’s responsibilities. 

On the top, managing the whole team should be the call center operations manager. This person should be responsible for overall strategy. This role should be followed by multiple call center operations supervisors to manage day-to-operations. Other than that, you will need a team of passionate and friendly agents.  

When hiring, prioritize candidates who are data-focused, solution-driven, and well-versed in the latest technology trends. 

Overcoming Contact Center Operations Challenges 

Here are some challenges of contact center operations that will be overcome:  

1. Communication Fragmentation 

As businesses grow, they often experience communication issues because of different departments using various tools for communication. Using multiple tools slows down coordination, resulting in delayed responses and poor experience. Furthermore, it becomes increasingly challenging for businesses to align teams and centralize communication as they expand.  

Solution 

An omnichannel contact center solution brings all the communication tools into one place. By centralizing communication, teams can collaborate seamlessly and share information effortlessly. Doing so breaks down silos and enhances overall efficiency.  

2. Inefficient Call Handling  

Large call volumes can overwhelm traditional call centers, leading to long waiting times, high call abandonment rates, and frustrated customers. As a result, efficiently routing calls to the appropriate agents with the relevant expertise becomes a complex task, reducing customer satisfaction. Inefficient call routing or manual dialing causes delays and frustration. Leveraging auto dialer benefits, such as smart call pacing and fewer missed connections, can significantly reduce customer wait times and agent idle time.

Solution 

Cloud call center solutions address this issue with smart call routing capabilities. They automatically route incoming calls to the most appropriate agents based on predefined criteria, such as skills, language, or department. It minimizes delay and swiftly connects customers to the right agent. Further, this routing results in improved customer experiences and increased agent productivity.   

3. Limited Performance Visibility   

Businesses need comprehensive insights into their operations to make data-driven decisions. Measuring agent productivity, customer satisfaction, and overall efficiency in real-time can become difficult without an efficient performance-tracking system. According to some contact center solution providers, maintaining high reporting quality standards is challenging with a multi-channel communication system. 

Solution  

A comprehensive contact center solution offers advanced reporting and analytics features. Managers can access real-time data on call volumes, response times, customer satisfaction scores, and agent performance. This actionable data empowers businesses to make informed decisions, optimize processes, and constantly improve performance, thus enhancing the overall customer experience.   

4. Disconnected Customer Data   

As customer data multiplies, maintaining and accessing a centralized database becomes challenging. Inconsistent customer profiles hinder personalized interactions, leaving customers feeling misunderstood and unvalued.   

Solution  

Integrating the contact center solution with CRM platforms provides agents a 360-degree view of customer data during interactions. This CRM integration ensures agents can access comprehensive customer profiles, including purchase history, previous interactions, and preferences. Equipped with this contextual information, agents can provide personalized support, anticipate customer needs, and deliver exceptional experiences.   

5. Scaling for Growth 

With business expansion, mid-size and large enterprises need scalable solutions that adapt to changing needs. Traditional call centers struggle to keep up with the increased demand for agents, multiple communication channels, and geographic expansion.” 

Solution  

A flexible and scalable contact center solution can seamlessly adapt to changing business needs. From expanding agent capacity to storing new communication channels and geographic locations, this solution enables businesses to scale without disrupting operations. The contact center solution ensures consistent and efficient customer support throughout the growth journey.   

What are the Top 5 Call Center Operations Best Practices?

-Implement Cloud-Based Solutions 

Transitioning to a cloud-based contact center solution is a game-changer for global businesses. Cloud technology offers scalability, flexibility, and cost-effectiveness, allowing you to adjust agent capacity as per demand fluctuations. With agents accessing the system from anywhere, you can ensure seamless customer support round-the-clock.  

-Embrace AI and Automation 

Leverage the power of Artificial Intelligence (AI) and automation to streamline repetitive tasks and enhance agent productivity. Implement chatbots for quick issue resolution and intelligent routing to direct customers to the correct agents. AI-powered analytics also provide valuable insights into customer interactions, enabling data-driven improvements.  

-Provide Comprehensive Training 

Equip your contact center agents with the right skills and knowledge through comprehensive training programs. Training should cover product or service expertise and also soft skills like effective communication and problem-solving. Well-trained agents deliver efficient and empathetic support to customers, increasing satisfaction levels.  

-Optimize Call Routing 

Efficient call routing reduces customer wait times and agent idle periods. Implement intelligent call routing algorithms that match customers with the most suitable agents based on skill sets, language, or previous interactions. This particular feature ensures a personalized customer experience and boosts agent efficiency.  

-Utilize Multi-Channel Support  

Cater to your global customer base by offering multi-channel support, including phone calls, emails, web chats, and social media interactions. Providing customers with their preferred communication channel increases accessibility and engagement, ultimately enhancing the overall contact center efficiency.  

-Monitor and Analyze Performance  

Regularly monitor contact center performance using real-time analytics and reporting tools. Track key performance indicators (KPIs) such as average handling time, first call resolution, and customer satisfaction scores. Analyzing this data helps identify bottlenecks and areas for improvement, guiding strategic decision-making.  

-Foster Employee Engagement  

Engaged agents are more likely to deliver superior customer service. Encourage open communication, recognize outstanding performance, and involve agents in decision-making. A positive and supportive work environment motivates agents to excel, positively impacting contact center efficiency. 

Managing Call Center Operations Begins with the Right Technology 

Efficiently managing call center operations relies not only on individual contributions but on the seamless coordination of roles that work together. From frontline agents handling interactions, to strategic call center managers guiding strategy and call center supervisors handling operations, every role plays a part in building a high-performing team. 

By adopting best practices that promote collaboration, optimize processes, and keep the customer at the center, call centers can boost productivity, enhance satisfaction, and drive business growth. 

To support these efforts and enable your team to excel, investing in the right contact center software is key. 

If you’re looking for a contact center that will smooth your business operations without any complexity, get in touch with our experts and start your free trial today. 

Call Center Operations FAQs 

The post What is Contact Center Operations? Key Elements & Best Practices appeared first on Blog | Acefone.

A journey that began with landlines connected through copper phone lines has reached a frontier that allows wireless calling through portable devices. You can now connect with people through WiFi calling or VoIP calling, using the internet as a medium.  

VoIP and WiFi calling have become immensely popular in the global market, however, there is still some confusion around how they work.  

While there are some similarities in both the calling methods, they are still not the same. Hence the question arises:  

“VoIP vs WiFi calling- what is the difference?”  

Let’s explore them one by one. 

What is VoIP Calling? 

Voice over IP calling aka VoIP calling works on Voice over internet protocol (VoIP) as its working mechanism that allows you to attend calls through the internet from any device. It converts your voice into small data packets, prioritizing the voice data over other data traffic for crystal clear calls.   

VoIP is an umbrella technology that consists of VoIP phone services, virtual numbers, APIs and several more services to make calling a smooth experience for everyone. It uses an analogue-digital-analogue calling mechanism for better calling experience. 

Advantages of VoIP Calling 

1. Cost-effective: VoIP calls are significantly more economical than traditional landline calls, especially for long-distance or international calls. 
2. Flexibility: You can use VoIP services on various devices, including desktops, smartphones, and tablets. This allows your agents to have more flexibility. 
3. Advanced features: Advanced VoIP solutions offer features like call forwarding, voicemail, and conference calling, often at a lower cost than traditional phone system. 
4. Scalability: VoIP can easily be scaled up or down to meet your company’s changing communication needs. 
5. Integration: You can integrate a VoIP solution with other business applications, such as CRM and customer support systems, improving efficiency. 

Disadvantages of VoIP Calling 

1. Internet dependency: VoIP relies on a stable internet connection, which can be a disadvantage in areas with poor internet coverage or during internet outages. 
2. Technical complexity: Setting up and configuring VoIP systems can be more complex than traditional phone systems. You may require expert support.   

Check out this blog: What is a VoIP Phone System?

How does a VoIP call work?  

VoIP calls begin with a standard phone call made from either a computer or a smartphone through a VoIP application. As soon as you begin speaking, the microphone capturing your voice converts it into electrical signals. Once converted, an analog-to-digital converter (ADC) slices these signals into small data packets for transmission.  

The cloud hosted PBX then compresses these data packets further to prioritize their transmission over other data like emails, media, etc. Upon reaching the other end, the recipient’s ADC converts the small data packets back to your voice signals, which is then played by the speakers. 

What is WiFi Calling? 

Voice over WiFi (VoWiFi) aka WiFi calling refers to calls made through a WiFi connection instead of your mobile network carrier. WiFi calling has become a popular communication channel that doesn’t require physical phone lines or specific applications.   

Most modern smartphones are compatible with WiFi calling and have it as a built-in feature for use. They can be easily activated with a single toggle button, allowing you to make calls without relying on your cellular provider’s network.  

Advantages of WiFi Calling 

1. Better coverage: WiFi calling can provide better coverage in areas with a weak network. 
2. Clarity: WiFi calling offers clearer call quality than traditional calling, especially in areas with poor coverage. 
3. Integration: WiFi calling can be integrated with other WiFi-enabled devices and services. 

Disadvantages of WiFi Calling 

1. Requires WiFi feature: WiFi calling requires you to have the feature available on your network. 
2. Compatibility: WiFi calls may not be compatible with all devices or carriers. 
3. Limited features: WiFi calling doesn’t have specialized features for businesses. 
4. Security concerns: WiFi calling can be susceptible to security risks if the network is not secure. 

How does a WiFi call work?  

VoWiFi or WiFi calling uses your existing mobile service over a WiFi network. It uses your WiFi network instead of cellular towers for making and receiving calls. If you’re connected to the WiFi and your cellular network is weak, your device will utilize the VoWiFi technology to initiate the call.   

Here your voice is converted into data packets just like a VoIP call, however, these packets travel across your mobile carrier’s infrastructure to reach the recipient’s phone number. 

Save on Calling Costs: Learn about VOIP Vs WiFi Calling

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Difference between VoIP Vs WiFi calling 

Given the extensive usage of VoIP as well as WiFi everywhere, we must understand how they differ. Acquainting ourselves with their unique capabilities allows us to determine which of the two is better for our specific communication requirements. 

VoIP vs. WiFi Calling: Choosing the Right Channel  

Even though both of the calling methods are somewhat similar in nature, they cater to two different use cases and market segments.   

Here are some of the factors that help determine which among VoIP vs WiFi calling service to get for your unique use case: 

1. Calling Nature

The most important factor to consider is the nature of your daily calling. Since WiFi calling requires attending calls with your existing number, within the same coverage area, it ideally fits the requirements for personal calling.  

On the other hand, VoIP calling can hold fluent local and international calling without revealing your phone number. It offers deep call insights and live monitoring and reports. Therefore, it is more suitable for business communication.

Check out this blog: Call USA from UK

2. Network Coverage 

Your location stands as one of the primary determining factors when choosing between VoIP vs WiFi calling. Go for Wifi calling for areas with poor cellular services, if you have an active WiFi connection. It will serve as a replacement for your cellular calling and maintain communication consistency.   

Whereas VoIP calling can be a viable option for areas with business communication as VoIP phone services are more scalable than regular calling. You can make and receive international calls through virtual numbers at a fractional rate, yet with more calling functionalities. 

3. Cost-Effectiveness 

WiFi calls that seem free at first might cost you significantly more than regular calls. While the calls themselves do not incur any charges, the data used to make such calls isn’t free. Regardless of your cellular service provider, data consumed through WiFi is quite hefty when compared to VoIP plans tailored for large call volumes.   

There are plenty of VoIP phone providers that offer flexible, pay-as-you-go plans on a user-count basis, delivering high-quality VoIP calling at cheap rates. Many even integrate seamlessly with inbound call center software, ensuring scalability and cost-efficiency for teams handling customer support or sales calls.

4. Features 

VoWiFi offers similar calling capabilities to your regular calling like voicemail, caller ID, etc. to maintain basic calling functionality without significant cellular coverage. Business VoIP, however, offers various features such as call recording, analytics, live monitoring, reporting, IVR, etc. to provide rich communication experience. If your communication requires extensive monitoring and functionality, VoIP calling services are your go-to-option.  

Read our page “cloud Contact center” here.

The Bottom Line  

Once you have considered all the factors involved in VoIP vs WiFi calling, you can opt for the method that resonates the most with your requirements. Keep in mind of your location, calling nature, and budget before selecting either of the two calling services.   

If you need to make domestic calls through your phone number, WiFi calling is the ideal solution for you. If your calling communication requirements lie with contacting people and organizations from overseas, handling larger call volumes, VoIP calling is the right service for you. 

The post VOIP Calling Vs WiFi Calling: What’s the difference? appeared first on Blog | Acefone.

Hosted VoIP phone systems aka Business phone systems aka VoIP phone systems are efficient and reliable communication solutions helping modern businesses with daily operations.  

The genesis of hosted phone systems has led to significant changes in the business approach towards customer and internal communication. A report suggests that 60% of global businesses are prioritizing investments in hosted phone systems. 

If you’re planning for the same, it’s vital to know the pros and cons of hosted phone systems and how they work.

How Hosted VoIP Phone Systems Work?

A hosted VoIP phone system manages and routes incoming and outgoing calls using the internet instead of hardwired phone lines, known as VoIP technology. Every time an individual makes a call, it’s shot across the VoIP service provider’s servers.  

Here the call is processed into small data packets and transmitted to the recipient’s service provider. Once received, the data packets are converted back to voice signals and played at the recipient’s end. 

Pros of Hosted VoIP Phone System for communication 

Despite the countless advantages hosted phone systems have to offer, we are going to look at the ones that impact your business the most. 

• Flexibility & Mobility

   A hosted phone system gives your teams freedom to address calls from anywhere, if they’re connected to the internet. This flexibility gives rise to a remote work friendly culture, enhancing your teams’ productivity. Acefone being one of the renowned global VoIP phone providers, allows its users to connect internationally with your teams and clients with cost effective rates. 

• Enhanced Functionality

   Hosted VoIP phone systems offer enhanced features and functionality for quality communication and collaboration. Features like voicemail-to-email, call forwarding, call transfer and more are available at the portal and can be browsed and utilized at the click of a button. These features can be easily managed through the portal or mobile VoIP app and ensure seamless communication and enhanced business operations. 

• System Reliability

   VoIP is a reliable service for businesses as it is built on robust infrastructure ensuring uninterrupted uptime and service continuity. VoIP gives access to dedicated support teams monitoring and maintaining the system. Consequently, businesses can rely on consistent and dependable communication channels, minimizing downtime and disruptions. 

• Faster Implementation

   Hosted VoIP phone systems can be installed and implemented on your devices faster than traditional on-premises solutions. It requires minimal hardware changes and consists of a simplified setup process. With VoIP phone systems, businesses can deploy these systems quickly, and run without lengthy installation times or complex configurations. 

Cons of Using Hosted VoIP Phone Systems 

Hosted VoIP phone systems come with a few drawbacks that businesses should consider. 

• Internet Liability

   One of the most significant drawbacks of VoIP phone services is their dependency on internet connections. Since it relies heavily on internet connectivity, any issues such as network outages or slowdowns can disrupt your hosted VoIP phone system’s functioning. To avoid this, you must ensure you have a stable high-speed internet connection to maintain service consistency. 

• Privacy Concerns

   Given that VoIP phone systems rely completely on the internet, breaching one’s servers becomes comparatively easier. Transmitting important calls over VoIP opens the possibility of interception or hacking, compromising your business information. Thankfully, Acefone provides end-to-end encryption to avoid cyber threats and keep your communication secure. 

• Service Interruptions

   While VoIP’s calling services are highly reliable, service disruptions continue to stand as a huge drawback. Interruptions such as network congestion, hardware failure, or maintenance activities can hinder your service quality and user experience. To prevent this, Acefone ensures 99.99% service uptime to its customers for seamless communication. Having access to consistent VoIP service enables businesses to avoid missed calls, productivity loss, and customer dissatisfaction. 

Should You Get a VoIP Hosted Phone System 

With businesses shifting to the cloud, it is vital for you to weigh the advantages and disadvantages of VoIP systems before choosing one. On the one hand VoIP hosted phone systems provide you with flexibility, reliable services and more, they can also be prone to cyber threats. 

You must create a comparison list of your business requirements alongside the VoIP service provider’s offers to minimize the disadvantages mentioned above. Overall, a hosted VoIP phone system can be a valuable addition to your business communication operations. 

Feel free to get in touch with our experts who can make the decision-making process easier for you and help you get the exact features and functionalities you need. 

The post Navigating the Pros & Cons of VoIP Hosted Phone Systems appeared first on Blog | Acefone.

Top 8 VoIP for Small Business Trends in 2025 

Unified Communications 

The Unified communication market has been growing for over a decade now and is expected to grow at a CAGR of 17.4% from 2023 to 2030. The increase in business communication and the need to simplify communication channels and complexity has resulted in the adoption of more UC solutions in the form of UCaaS models. 

UCaaS is all about integrating various communication channels seamlessly. We can expect a surge in unified communications where VoIP hosted phone systems will combine voice, video, messaging, and collaboration tools into a unified platform. This convergence fosters streamlined communication, boosting productivity and efficiency. 

Internet of Things (IoT) 

The IoT is a network of connected devices communication over the internet, or among themselves. Devices like computers, smartphones, IP phones, tablets, etc. IoT is revolutionizing the way devices interact and communicate.  

The integration of VoIP hosted phone systems with IoT devices is tremendously beneficial for small businesses, helping enhance their customer experiences. Benefits like automated actions, enhanced mobility, secure communication, smart call routing based on data from connected devices. 

Mobile Compatibility 

With the introduction of 5G network in the global market, VoIP solutions can now operate on smart devices not just in populated areas, but also in those with weak network connectivity. Smartphones are the modern world’s primary communication for almost everyone.  

Leading VoIP hosted phone system providers continue to prioritize mobile compatibility, offering seamless experiences across various devices and platforms. This added functionality allows businesses to stay connected with their customers regardless of their location. 

Gradual Rise of WebRTC for VoIP based solutions 

WebRTC makes voice and video communication across web applications seamless for its users. WebRTC, or Web Real-Time Communication, allows web browsers to communicate directly with each other in real time, without adding any plugins. It enables you to hop onto virtual meetings and skip downloading the application altogether and connect through the browser itself.  

Not to forget, WebRTC is free and is platform independent. This means faster client engagement and ease of accessibility for agents working from home. WebRTC also makes communication secure with the help of its encryption features 

Enhanced Security 

Cyber threats remain a persistent challenge for all businesses across the globe. More and more business owners recognize the threat cybercrime poses and are switching over to more secure communication technology. Amid this growing concern, VoIP continues to gain popularity. 

VoIP phone systems offer features such as multi-factor authentication, network firewall, and end-to-end encryption. These features make VoIP a suitable communication partner for growing businesses who wish to protect their organizations from cybercrime. While there is no absolute method to safeguard your business once attacked, VoIP surely does reduce the chances of having to go through one. 

Landline to VoIP Migration 

Businesses have begun to migrate from traditional landline systems to VoIP, drawn by cost-effectiveness, flexibility, and advanced security protocols. Especially in the United Kingdom, where the BT has discontinued the selling of landline connections. UK businesses must now switch over to VoIP based solutions to maintain customer communication.  

Similarly, small businesses around the world are following suit as VoIP is not only an economical option, but also a convenient one. Given its easy scalability, it becomes easier for growing businesses to set up business VoIP solutions and upgrade them as per their need. 

AI Implementation 

Artificial Intelligence (AI) is transforming VoIP day-by-day. AI-driven features like intelligent call routing, virtual assistants, chatbots, fraud detection and deep call analytics are becoming integral to VoIP phone systems, enhancing customer interactions and optimizing workflows. 

The way AI is gradually improving VoIP’s customer service capabilities is through IVR systems, call analytics and chatbots. Once set up, the IVR can handle tasks from simple call routing all the way to customer inquiries for faster engagement and prompt resolution delivery. 

For sales, AI integrates into auto dialers in the form of call filters, helping agents avoid junk calls and unanswered calls. As a result, the agents spend time engaging in more promising leads and increasing revenue. 

Remote & Hybrid Working Support 

The shift towards remote and hybrid work settings is here to stay. VoIP hosted phone systems will continue to follow this trend by offering enhanced remote collaboration tools. Tools that ensure seamless cloud communications and productivity irrespective of the employees’ locations. 

VoIP hosted phone systems offer features like mobile integration, call conferencing, CRM integrations, that are already making headway among small businesses. They allow remote or hybrid teams to easily work from different locations without losing connection with customers. 

Get a VoIP Hosted Phone System for Your Growing Business 

A VoIP hosted phone system is like upgrading from a basic tool to a supercharged one for growing business. It’s a scalable, cost-effective solution that aligns with the evolving trends, ensuring seamless collaboration, enhanced security, and improved efficiency. Consider upgrading your communication infrastructure to a VoIP hosted phone system for a competitive edge. 

Bottom Line 

Embracing these trends will not only empower small businesses to adapt, but also thrive in an increasingly interconnected digital industry. Stay ahead of the curve by leveraging these VoIP trends to transform the way your business communicates and collaborates in 2025 and beyond. 

The post Top 8 VoIP for Small Business Trends for 2025 appeared first on Blog | Acefone.

Today we explore tips and techniques to track performance and improve business operations. We also reveal how hosted phone solutions can integrate seamlessly with these methods to enhance your business operations.

The Importance of Performance Management For Businesses

Tracking performance is like navigating a ship through stormy waters with a precise compass.

It guides your business towards success by identifying strengths, weaknesses, and improvement areas—especially crucial in an outbound contact center where consistent outreach demands efficiency.

It helps you identify and work on the weak points in your departments, increasing their overall productivity. Furthermore, a performance management system provides insights and analytics to improve employee training and recruitment.

With effective tracking through KPIs, you can help your team become more synchronized, ensuring quality service delivery to customers. Key performance indicators (KPIs) help you to make informed decisions and drive your team’s efforts towards a unified goal. By monitoring KPIs, you can timely identify your team’s strengths and weaknesses. They allow you to make more data-driven decision-making, enhancing your team’s performance.

Top 5 Performance Management Techniques

Performance Management

Performance management software is a centralized hub for monitoring individual and team performance. It allows tracking your team’s progress in real-time and ensures they achieve their goals within the defined timeline. Features like goal setting, real-time tracking, and performance reviews help you align your team’s objectives with your business goals.

Customer Relationship Management (CRM) Systems

A CRM system plays a pivotal role in tracking your sales and customer service department’s performance. It gives you access to critical data obtained from agent-customer interactions in the form of reports and logs. For businesses offering inbound call center, this data is especially valuable—it helps monitor call quality, agent efficiency, and customer sentiment. By utilizing insights from customer recordings, you empower your team to improve customer satisfaction levels. That data also helps identify areas for making customer interactions more personalized.

Project Management Tools

The use of project management tools is a vital step for tracking the performance of project-based departments, including inbound and outbound call center teams. These tools track timelines, progress, resources, and team effort to ensure timely project completion.. The tools let you break down large projects into smaller milestones, making each task more specific and measurable. In other words, you will be able to easily track your team’s progress.

360° Employee Feedback

Employee feedback platforms provide a valuable means of collecting feedback from your teams and departments. It helps them understand what the management expects from them as individual contributors. By engaging them in regular anonymous surveys, you can gauge employee satisfaction and ensure they are meeting the defined threshold. It enables you to identify potential issues and take necessary actions to improve morale and productivity.

Performance Rewards & Recognition

Recognizing and rewarding well-performing employees from time to time keeps them motivated. It is one of the most common yet effective techniques to keep your team focused and your department’s performance at par. Using the KPIs mentioned above, you can identify the top performers and reward them with bonuses and appraisals. Amidst this process, make sure the appraisals are fair and two-way to keep employees engaged and performing well.

The Role of Cloud Telephony in Performance Tracking

Seamless Integration with Performance Management Software: Cloud telephony solutions can seamlessly integrate with any performance management software. Their call analytics and communication data give you a holistic view of how effective communication impacts departmental performance.

Advanced analytics for sales and customer service: Cloud telephony solutions provide call analytics for sales and customer service too. These analytics help you track team performance, identify trends, and improve overall strategies. CRMs make analyzing call duration, volume, and customer interactions easy, enabling you to find training opportunities and refine team strategies.

Smart Call Routing for Optimizing Workflows: Cloud telephony offers smart call routing capabilities, that direct incoming calls to the right department. This smart routing optimizes team workflows, reduces call wait times, and ultimately improves customer satisfaction.

Call recording features are vital for quality assurance across outbound vs inbound call center operations. By reviewing recorded calls, you can provide actionable feedback to agents and improve customer service and sales techniques.

Virtual Numbers for Enhanced Customer Engagement: Virtual numbers enable you to create targeted marketing campaigns. This enables better tracking of customer responses and helps you measure the success of marketing initiatives or departmental outreach efforts.

Integrating Cloud Telephony with CRM Systems

Automatic Call Recording: best cloud phone system offer several call recording features. When integrated with a CRM, many solutions also allow you to automatically record calls. This integration saves time for employees and ensures that customer data is up-to-date, allowing for more personalized customer interactions.

Detailed Customer Profiles: By combining CRM data with communication records, you can create detailed customer profiles. Such profiles allow your sales and customer service teams to have a deeper understanding of each customer’s preferences and needs. As a result, you conduct more targeted and effective interactions.

Improved Lead Management: CRM systems contribute greatly towards lead management. They allow you to automatically associate incoming calls with specific leads and opportunities. With their real-time analytics, CRMs make it easier to track and prioritize leads for follow-ups.

The Role of Cloud Telephony in Project Management

Efficient Communication for Project Teams: Effective communication is crucial for any project’s success. Cloud telephony promotes smooth communication between team members and their leaders, whether they are working on-site or remotely. Features like conference calls and video meetings ensure effortless collaboration, leading to enhanced project performance.

Call Analytics for Project Communications: By analyzing call data, you can assess the frequency and duration of project-related communication. This helps you identify communication drawbacks, ensure timely updates, and improve project efficiency.

Enhancing Employee Feedback

Anonymous Employee Feedback: Many cloud telephony solutions often include anonymous feedback mechanisms. They provide your employees with a safe space to express their thoughts without the fear of any consequences. It promotes open communication and helps identify improvement areas in your department’s performance.

Elevate Your Business Operations with Cloud Telephony

Effective performance management stands as the foundation of business success. You can unlock new efficiency and customer satisfaction levels by adding performance management techniques to your business. Cloud telephony’s integration with CRMs, management tools, and core operations enables you to make better decisions and optimize communication workflows.

Embrace the power of cloud telephony today and embark on a journey of unparalleled business success! With cloud telephony by your side, you can navigate your team confidently towards growth and prosperity.

The post How to make performance management easy with cloud telephony appeared first on Blog | Acefone.

Chances are it’s because of lack of quality communication.

Effective communication is the key that holds together organizations and customers. Keeping your customer satisfied can become a daunting challenge once an organization grows. Therefore, businesses today are focusing on improving their communication with both customers and employees. 

However, in the pursuit of success, businesses often face communication challenges that hinder their ability to deliver exceptional experiences. 

Today we investigate the core issues faced by these businesses. We explore how adopting cloud-based solutions can bridge the gap and transform their communication strategies for better customer satisfaction. 

The Importance of Customer Communication

Why is customer communication so important? 

For instance, if you have a problem and the company you’re trying to reach doesn’t respond on time. That would be a frustrating event for you. This leads to the conclusion that good communication is vital to keep customers satisfied and happy. 

A CX trends report shows that 92% of customers are willing to spend more with companies that ensure smooth information delivery. Their decision to make a purchase from you depends on the quality of communication established between you and them.  

The Core Communication Challenges

Businesses experience several challenges, especially with communication. We have shortlisted some of the most common ones to help you identify them if you’re experiencing the same.  

Fragmented Communication Channels 

As a business expands, it will have more divisions. As a result, different departments might use varying tools, leading to separate customer interactions and delayed responses. This might lead to information discrepancy and lack of coordination between teams and customers.  

Inefficient Call Handling 

Large call volumes can overwhelm traditional call centers, causing long wait times, high abandonment rates, and frustrated customers. Routing calls to the right agents becomes a complex task, resulting in unhappy customers.  

Limited Performance Visibility 

Businesses often struggle to get detailed insights into their operations. This struggle makes data-driven decision making even more difficult. Managers lack live data of agent-customer interactions, response times, call volume, agent performance and more.  

Disconnected Customer Data 

Maintaining a centralized customer database becomes challenging as customer data drastically increases. Inconsistent and redundant customer profiles hinder personalized interactions, leading to misinformation and dissatisfied customers. 

Scalability Issues 

Growing businesses need scalable solutions to fulfil increased demand for agents, multiple communication channels, and geographic expansion. Traditional call centers might struggle to keep up since they generally don’t have the latest tools to meet these demands.  

Embracing Cloud Telephony for Enhanced Customer Satisfaction

Embracing cloud telephony is the step that bridges the gap between communication challenges and exceptional customer satisfaction. Businesses can achieve a lot by adopting a cloud-based contact center solution. they can streamline their operations, optimize agent performance, and deliver personalized experiences that resonate with customers. Here’s how they help you improve your communication. 

Streamlined Communication 

Most cloud-based solutions offer a unified platform that gives you access to every feature from there itself. You can analyze data, track performance, make changes to the portal and more, all from one place. These solutions also allow you to communicate with customers through different channels without switching to another tool. 

Faster Query Resolution 

Virtual Contact center solutions come with better call routing strategies that connect customers with the most suitable agent for faster resolution. You can apply a set of predefined criteria to the solution, and it will route calls to agents that match it. As a result, agents provide more relevant and quicker solutions to customers, reducing wait times and long queues. 

Data-driven Decision Making 

By implementing cloud telephony services into your business, you get access to several real-time analytics and call metrics. You can utilize that data to track agent performance, call quality, customer satisfaction, and more. Better analysis leads to more data driven decisions, assuring better outcomes for your business. 

Personalized Customer Interactions 

Personalized communication promotes stronger bonds between a business and its customers. It helps agents meet individual needs and boost engagement rates. Agents can integrate their cloud telephony solutions with CRM platforms to access important customer data, helping them deliver tailored solutions to customers. Reports show that 70% customers are more loyal to businesses that provide personalized experiences. 

Scalability for Business Growth  

Contact center service offer scalability for business growth by providing flexible systems that can easily expand as the company grows. These solutions allow businesses to add more agents, phone lines, and features without major disruptions. They can easily grow along with the business, ensuring it can handle more customers and deliver excellent services.  

The Acefone Solution 

At Acefone, we thrive toward delivering only the best solutions for your business. Our cloud-based solutions offer tailored experiences, scalability, and several features at cost effective rates. You can head over to our solutions page to know more. 

Summary

Businesses can overcome their communication challenges and elevate customer satisfaction levels with the adoption of cloud telephony solutions. They can transform their communication strategies by unifying communication channels, implementing smart call routing, and more.  

Embracing cloud telephony bridges the gap between the businesses and customers. It empowers businesses to deliver exceptional customer experiences and stay ahead in the competitive landscape. Embrace cloud telephony today and witness the transformation in customer satisfaction that drives your business to new heights. 

The post Top 5 communication strategies to boost customer satisfaction appeared first on Blog | Acefone.

You’re not alone. Operations management can be a complex field, filled with obstacles that require strategic problem-solving.  

In this blog, we explore the importance of problem-solving strategies and how they can transform your operations for the better.  

Understanding Operations Management  

Operations management is the backbone of any business, responsible for overseeing the production and delivery of goods and services. It plays a crucial role in maintaining efficiency, reducing costs, and satisfying customer demands. However, operations management can bring along various challenges such as inventory management, resource allocation, process optimization, and quality control.  

Exploring Problem-Solving Strategies 

To tackle these challenges head-on, problem-solving strategies come into play. Problem-solving is the art of identifying, analyzing, and resolving issues that hinder the smooth functioning of operations. 

By using methodologies like Six Sigma for process improvement, businesses can achieve customer satisfaction with consistent results. This can be further enhanced through upskilling employees in tasks like data interpretation and visualization using comprehensive programs, such as data analysis training by DataCamp. Implementing these tactics alongside tools minimizes errors significantly.

Implementing Effective Strategies  

Now that you understand the concept of problem-solving in operations management, let’s dive deeper into some effective strategies. For instance, lean principles focus on removing waste, increasing value, and improving flow in your operations. By identifying and removing non-value-1added activities, you can streamline processes and reduce costs.  

Six Sigma, on the other hand, aims to minimize defects and variations, leading to higher quality and customer satisfaction. Total quality management focuses on continuous improvement, involving all employees in the process to enhance overall performance. These strategies, when implemented properly, can have a significant impact on your operations.  

Some Real-Life Examples  

To illustrate the effectiveness of problem-solving strategies, let’s explore some real-life potential examples of two companies. Let’s say Company A, a manufacturing firm, faces challenges with excessive inventory and long lead times. They can reduce inventory levels by 30% and improve delivery times by implementing lean principles and optimizing their production line. 

On the other hand, Company B in the service industry, struggles with inconsistent service quality. By using the Six Sigma methodologies and rigorous data analysis, they can identify and eliminate the root causes of defects. doing so results in a 20% improvement in customer satisfaction. These examples show how problem-solving strategies can bring about tangible and positive changes in your operations. 

Emphasizing Continuous Improvement 

In operations management, continuous improvement is important for sustained success. To achieve this goal, we must view problem-solving strategies as ongoing processes instead of one-time fixes.  

By promoting a continuously improving culture within your hosted contact center solution, you can consistently identify and address issues. That culture leads to enhanced efficiency and better results over time. Encourage employees to suggest improvements, conduct regular performance reviews, and invest in training and development programs to support continuous growth.  

Overcoming Obstacles  

While implementing problem-solving strategies, you may come across many roadblocks. Some of the common obstacles include resistance to change, lack of data or resources, and poor communication among teams. Leading contact center solution providers emphasize the importance of promoting a supportive environment for your employees to help them accept changes. As a result, you and your teams will be able to overcome these obstacles effortlessly. 

Discuss the benefits of change, gather relevant data to make informed decisions. Also promote collaboration among teams to ensure smooth implementation of problem-solving strategies. 

Maximizing Efficiency and Results 

To optimize efficiency in operations management, consider implementing these actionable steps:  

Streamline processes with Trello

By standardizing and simplifying processes, you can minimize errors and reduce time spent on non-value-added activities. One of the best ways to practice this strategy is by implementing Trello into your daily operations management.  

Trello is a cloud-based solution designed for project management that allows businesses to streamline their processes and enhance productivity. It provides a visual interface where teams can create boards, lists, and cards to track and manage tasks.  

It includes features like task assignment, due dates, file attachments, and real-time collaboration. Trello enables businesses to streamline their workflows, enhance communication, and improve overall process efficiency. 

Automate repetitive tasks with Zapier

Automating repetitive tasks can free up resources and allow employees to focus on more strategic activities. We recommend using Zapier, a cloud-based solution meant for automation. It connects various apps and services, allowing businesses to automate repetitive tasks and save time.  

With Zapier, businesses can create “Zaps” that trigger actions in one app based on events or actions in another app. It lets you automatically save email attachments to cloud storage, create new tasks from form submissions, and send automated notifications. By removing manual data entry and repetitive tasks, Zapier helps businesses increase efficiency and productivity. 

Training employees through TalentLMS

Investing in employee training ensures that they have the necessary skills and knowledge to perform their tasks efficiently. TalentLMS is one such cloud-based solution that lets you do that perfectly. It is a learning management system (LMS) that provides businesses with a platform to train and educate their employees.  

It offers features like course creation, content management, assessments, and progress tracking. With TalentLMS, you can provide online training programs, create interactive courses, and monitor your employees’ learning progress. The cloud-based nature of TalentLMS allows employees to access training materials anytime, anywhere, making it convenient for remote teams. 

Implement latest technology like AWS

Lastly, leveraging the latest technology, such as data analytics and process management software, can provide valuable insights and streamline operations. The best way to go about it is by getting familiar with Amazon Web Services (AWS). It is a comprehensive cloud computing platform that offers a wide range of services and tools for businesses. 

Businesses can leverage scalable and flexible cloud infrastructure, deploy virtual servers, analyze large data sets, and do much more. It also enables you to utilize artificial intelligence and machine learning services and build and deploy applications quickly and securely. 

Lastly, AWS provides you with timely upgrades and technology stay ahead in their respective industries. 

Join the Acefone Community 

Acefone offers a series of cloud-based solutions that help you overcome multiple obstacles in operations management. The specialty of our solutions is that we help you implement all the above-mentioned problem-solving strategies. We have listed some of our most popular cloud telephony solutions here for you. 

Want more insight before choosing your next calling tool? Check out this in-depth comparison of auto dialer vs. predictive dialer.

VoIP Phone System 

Acefone’s VoIP phone system aka cloud phone system, is so much more than just a communication system. It seamlessly connects you with customers and employees. It comes along with configurable features that help you manage your agents, collect data, improve lead quality and reduce errors. 

To learn more about our VoIP phone system, head over to our solutions page right now. 

Inbound Calling Solution 

Among Acefone’s vast range of reliable cloud-based solutions, one that stands out the most is the inbound calling solution. Whether you’re running an inbound or outbound call center, understanding the difference between inbound and outbound call center operations is crucial to choosing the right tools for your business. Acefone’s inbound solution helps clients manage high volumes of incoming calls without hiring more staff or compromising service quality.

It gives you access to several advanced features such as call routing, call transfer, barging, automatic call distribution, and more. You can explore these features and see how they fit your needs by visiting our solutions page.

If you sign up today, you get an exclusive discount offer as well as a free trial. 

Interactive Voice Response (IVR) systems 

The IVR system helps you enhance your customer experience tremendously. It promotes self-service solutions by using in-call menu options, routing customers to appropriate departments and agents. It helps you automate calling operations, reducing the overall load off your agents’ backs.  

It also solves simple queries by using the resolutions prerecorded into the system and allocates only the engaging cases to agents. As a result, agents save time and put their focus on solving more critical cases. 

If you’re interested in learning more about the IVR system, you can go to our solutions page by clicking here. 

Outbound Calling Solution 

Our outbound calling solutions help you boost your sales and marketing campaigns. We help you connect with your target audience faster with the combination of agent-oriented features and simple to use dashboard.  

With every calling solution, you get live call monitoring that helps you evaluate agent performance and show you improvement areas. Alongside this, you also get access to scheduled call reports with detailed analytics sent to your inbox. 

Try out these amazing features today and boost your sales operations with our outbound calling solution. 

The Bottom Line

Problem-solving strategies are the key to unlocking the full potential of your operations management. By understanding the challenges and implementing cloud-based solutions, you can overcome obstacles, maximize efficiency, and achieve remarkable results.  

Start implementing these strategies today and witness the positive changes they bring to your operations. Remember, a proactive problem-solving approach is the path to efficiency and success in operations management.

The post Solving Operations Management Challenges: Strategies for Efficiency and Success appeared first on Blog | Acefone.

The panic led to an influx in inbound queries, which, coupled with social distancing and lockdown norms, became quite the challenge for customer support agents working in the healthcare industry. 

To successfully cater to people’s queries and concerns, healthcare cloud telephone system organizations had to shift their support operations to a virtual contact center. 

What are virtual contact centers?

A virtual contact center is a solution that allows customer service representatives to operate from different locations, as opposed to working from a single site. 

Since it runs over the Internet, a virtual contact center allows agents to work remotely and handle customer issues via multiple channels like phone, chat, email, etc. 

Working in a virtual environment ensures safety, increased agents’ productivity, and elevated customer satisfaction levels. 

Patients no longer want to wait in lines for medical processes such as booking appointments, collecting their diagnostic reports, and so on; they expect robust and contactless methods of instant care. 

This is where virtual contact centers come into the picture—they help healthcare cloud communications offer quick and seamless services. 

Moreover, these contact centers allow healthcare institutions to be there for their clients much after billing. Patients can receive post-treatment medical care like contactless medicines, online appointments, and teleconsultations. 

So, without further ado, let’s understand how a virtual contact center helps healthcare providers communicate with their patients effectively. 

Tips for virtual contact centers in the healthcare industry

Virtual contact centers can be tweaked to cater to the needs of various industries. 

Some tips that virtual contact centers in the healthcare industry can follow are:

• Implementation of new workflow processes to prioritize COVID-19 emergency calls over other medical inquiries
• Introduction of COVID-19-related scripts to accurately route medical questions to relevant departments
• Allowing agents to handle increased call volume and collaborate with other departments with the help of cloud-powered tools
• Making agents aware of their key performance metrics to enhance their performance
• Development of an internal website that query resolution with the help of chatbots and frequently asked questions 

Challenges for the healthcare industry

Healthcare organisations face different challenges every day. From the lack of adequate medical equipment and a weakened workforce to emergency cases, new curveballs in the form of new variants—there’s much for them to tackle.

Given below are some obstacles they commonly face. 

• Booking appointments

The uncertainty regarding the pandemic and its symptoms meant people were booking appointments even for illnesses like the seasonal flu, stomach infections, etc.

Due to the increase in queries, patients had to wait in long call queues to connect with agents. As a result, they disconnected the call without interacting with the agent, resulting in a high call abandonment rate.

• Emergency calls

The surge in COVID-19 cases and a workforce shortage created a lack of emergency services such as ambulances. People had to call up multiple healthcare providers before they could book an ambulance for themselves or their loved ones.

This resulted in delayed service, accelerating the urgency of treatment. 

• Report collection

Since people couldn’t and didn’t want to venture out, they could not collect their diagnostic reports on time. Not only did this delay their treatment, but it also turned into a logistical issue for those working at laboratories.

• Patient experience 

Healthcare organisations found it difficult to attract and retain patients. Contemporary patients demand a streamlined self service options to complete simple tasks independently, such as downloading immunisation records, paying their bills, checking their account status, etc. 

Instead, traditional healthcare delivery methods require people to physically visit centers to collect their reports, receive diagnoses, and the likes.

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How virtual contact centers can help the healthcare industry

Virtual contact center software provide the necessary tools and features to help healthcare providers deliver better patient experiences. Some of these are:

Real-time tracking

The real-time location system (RTLS) feature provides immediate tracking and management of medical equipment, staff and ambulance. It ensures patients reach the hospital in time, avoiding any serious medical problem. 

For instance, when a patient dials an emergency number, they are redirected to the nearest local driver in their region with the help of location-based routing. 

The real-time location service promotes patient safety and reduces hospital-acquired infections within facilities. It also helps locate healthcare staff in hospitals when a patient or other staff member requires assistance during an emergency.

Moreover, RTLS also helps track the physical movement of patients who have dementia and Alzheimer’s to ensure their safety. 

In-app integration

Integrating contact center solutions with the management system allows people to book appointments from within the app. 

Patients no longer need to seek manual support or wait on hold to fix a consultation slot with a doctor. They can now do it from the comfort of their home with just a few clicks. 

Furthermore, the integration allows you to create patient IDs and keep track of their history, assigned doctor, and consultation time. 

With the help of patient profiles, you can send timely alerts and reminders for medicines, blood tests, etc. These alerts and reminders can often be a lifesaver for patients with chronic issues. 

Report alerts

The best way to enhance a patient’s experience is by improving communication and reducing their workload. 

Offer omnichannel communication by sending e-reports to your patients via email, messaging apps or simple SMSes. Allow patients to view their test results and reports online and save them the hassle of coming to the hospital physically.  

In simpler terms, report alerts enable you to reach patients outside of the hospital environment personally. 

Securing patient records

Data breaches are a very common phenomenon in the modern world. But, healthcare systems cannot afford to let patient data be at risk as they would have to pay a hefty penalty for violating compliance standards. 

Security compliance can help organisations save valuable patient records and information from data theft. 

Therefore, medical organisations must invest in security measures to remove the threat of ransomware attacks and data breaches and protect sensitive patient data. 

You can also integrate CRM software into your cloud phone system to access the patient data and history at your convenience. 

Engagement after treatment

A patient’s journey does not end once they pay the bills and get discharged from the hospital. Sending timely reminders for regular checkups and health tips via emails, SMSes etc., can help bolster doctor-patient relationships. 

Such reminders also help patients look after their health and take necessary precautions. 

Conclusion

Virtual call center service help healthcare organisations form personalised relationships and improve customer satisfaction levels. 

They also help heathcare providers work remotely and provide excellent features and services to patients. 

Furthermore, omnichannel platforms help providers communicate with patients via different channels. They also simplify tasks like booking an appointment, collecting reports, sending reminders, etc. 

To know more, get on a call with our experts at 1888-859-0450 or drop an email at contact@acefone.com.

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The post Create a Virtual Contact Center for Healthcare Organisations appeared first on Blog | Acefone.

Over a period of time, however, businesses began to uncover the benefits of simpler and faster communication through instant messaging. Mass messaging became the first real deployment of texting by businesses.

Today, texting is the preferred way of communication for businesses due to a variety of customer engagement options, from marketing to customer support. 

In addition, with collaborative work across geographies becoming a reality, messaging has become a tremendous enabling tool for internal communication as well. 

Texting in business environments has many benefits. Before diving deeper into how to drive professionalism in this space, let us review these advantages.

Benefits of business texting

Some merits may be seen as common knowledge and are often taken for granted in today’s connected world. 

Yet some businesses still do not have a policy around the use of instant messaging in their communication model. It is crucial that businesses implement some guidelines before they adopt texting:

• Always available

Texting is not necessarily dependent on an active Internet connection. Hence, it is always available for both the team members as well as customers.

• Customer experience

Speed and personal touch are both inherent to texting, and they both convey a sense of professionalism. The sense of personal touch brings a sense of being looked after. 

Recipients, including customers, tend to read and respond to messages faster than emails. Speed translates into responsiveness and adds to a better experience for sure. 

• Privacy

Texts are more likely to be delivered to the recipient only. 

And there are a plethora of situations where privacy matters, such as when sending an OTP, or when banks send you an update on your account. Texting becomes the preferred choice of communication in many such instances.

• Ease of use

Some forms of communication are not age-friendly. For example, a section of the population may find the use of email rather difficult or effort-intensive

On the other hand, texts are basic. With the advent of voice-to-text and vice versa, this mode of communication has become easier than ever.

• Low on costs

Texting is inexpensive. For all the benefits it offers and the costs at which it comes, the value proposition of business texting becomes rather alluring.

While reviewing the benefits, it is also pertinent to note that the form and flavor of messaging in professional environments are very different from personal messages. 

This is why it is essential to know and implement the right texting ways. Else, it is easy to flounder on the basic etiquettes that are so important. 

Incorrectly drafted messages can be annoying for the recipient and could even be misinterpreted. And all this may actually be happening unintentionally without the sender ever realising the errors in following the basic etiquettes.

Let us look at the proven rules of etiquette, the best practices, and also some common errors that should never creep into a business text. 

Rules for professional etiquette

The rules are relatively straightforward and simple. Most of these fall into one of the two buckets – things to do, and things to avoid. The rules and tips compiled below are not in any order of priority; each of them is important.

• Be sure that texting is appropriate

Remember that texting is not the go-to mode of communication for everything and every time, especially with customers. It is suitable for short updates, time-bound messages, or crisp text-based information. Texting is an absolute no for conversations or discussions, sharing of confidential information or even sharing big news. 

Before initiating a business text, it may be a good idea to evaluate whether a phone call or an email would be a better way to communicate the information. After all, each mode of communication has its benefits. While this is a subjective topic, viewing it from a customer’s perspective can help. 

• Seek permission

Asking for consent from a customer is considered polite. Permission opens the door for a healthy conversation. Keep in mind that messaging without consent is considered spamming. 

Many countries around the world have regulations and frameworks to protect their citizens from unwarranted messages flooding their inboxes. Hence, it is also a legal obligation to seek consent. Such consent can range from a customer sharing his number to receive information to explicit written consent. When in doubt, seek guidance from the manager or advice from your legal counsel.

• Identify yourself

Everyone receives messages from unknown numbers, and most may be wary of even opening a message from an unidentifiable source. So, until your number is known to the recipient or you are using a cloud-based solution where your number is your identity, it is important to identify yourself in the message to ensure that the communication gets delivered.  As a business, it is advisable to use dedicated cloud-based numbers that are inherently identifiable by the recipient. Such numbers are available from cloud service providers.

Like consent, many countries have regulations on the sender’s identity as part of compliance mechanisms. Again, when in doubt, seek guidance from your manager or advice from legal counsel.

• Use a greeting or a salutation

A greeting with a salutation is always polite and is inherently endearing. We use them during face to face communication as well as over phone calls, so why not in texting. Addressing the customer by name is also a good idea for personalisation.

• State the reason for the message upfront

Every business communication has a reason and an objective. It is a good idea to state the reason upfront. Whether the message is about a status update, a task completion, a request for an appointment or whatever it might be, mentioning the reason underscores the relevance of the message. 

• Always remember that short is sweet

Long and winding texts can be confusing and annoying. It is best to be straightforward with the content and communicate it in as few words or lines as possible. The recipient does not have the patience to scroll through to get to the point. 

‘No more than one’ is another key element to keep in mind for messages that contain a call to action. It is easier to precipitate action from the recipient when there is a single call to action.  

• Check grammar and use a professional tone

It is best to stick to a professional approach in language and tone. So remember—no use of modern slang or emoticons. These are best left to personal texting. Even the use of capitals in words can be seen as threatening and are absolutely avoidable.

In addition, wrong punctuations and incorrect grammar are completely avoidable. They may generate a sense of fraudulent spam in the recipient or worse, have lent a negative perception towards your business.

As a bottom line, always remember that each communication has implications for the sender’s image and for the business. To reiterate the point, always keep it safe and use a reliable online tool for precise grammar correction.

• Always stick to business hours

Most people like to draw a line between work and personal time. And a message received at odd hours can be seen as intrusive and annoying. It is best to stick to socially acceptable norms and text only during business hours. When communicating with people in different time zones, it is a good idea to be mindful of the business hours of the recipient. Texting may not be the best option in cases of emergencies anyway.

The objective of business texting is to add to customer experience positively. Messaging at the wrong hours is certainly counterproductive.

• Be responsive

The core reason for the wide adoption of texting in business is speed. And speed should work both ways. When there is a query from a customer, it needs to be responded to quickly, in the shortest time possible. 

Being responsive adds to a sense of gratification in the customer and adds to their experience. From this perspective, each query is an opportunity that should never be allowed to slip.

• Respect customer choice

Respecting the other person’s choice is exceptionally relevant to personal and professional engagements. 

In a business environment, customers have the choice and retain the option to exercise their choice at all times. Therefore, if a customer opts out of receiving promotional texts, it has to be respected at all costs.

It is evident that some rules of etiquette detailed above are common courtesy while others are professional courtesy. 

Still, just knowing them or listing them down somewhere is not going to be enough. 

The key lies in the broad adoption of these in everyday behaviour and communication. Let us review the next steps towards implementation.

From rule book to implementation

The cornerstone to appropriate implementation is comprehensive awareness. Everyone in the team needs to know the rules and their relevance to efficient business communication. 

Some of the best practices around awareness are:

• Create a business etiquette policy

To underline the importance that your business lends to excellence in business texting, it is a good idea to articulate a policy around the same. The policy needs to be shared with each employee. Better still, employees should be encouraged to acknowledge their understanding, or the lack thereof, of the policy.

• Communicate the policy

All businesses have their own internal communication systems—from placards in the shop or office floors, physical notice boards, digital boards, and email to intranets. 

Together with other important policies like quality or customer orientation, this policy should also be available everywhere for viewing or referencing.  

• Conduct orientations and trainings

Most good businesses lay strong emphasis on talent development. They have a defined roadmap that details everything, from new employee orientations to regular training. 

We also know that employee mannerisms in customer engagements have a direct bearing on the brand image of any business. 

It is always a good idea to consistently reinforce the importance of professional business texting and go through the right way to text as a refresher. 

Hence, training in rules around etiquette in business texting needs to be a part of all regular training programs. 

• Enable teams to manage crises

Despite driving sensitivity and all the training, there could always be a situation when something goes wrong.

For example, a batch of messages may go out with incorrect information. 

How to recover from such instances is another element that needs to get addressed in the training module. 

So, to recover from an embarrassing instance without dishonesty is a learning that is as important as knowing how to do it right in the first place. 

Final words

While texting comes naturally to most people on this planet, there indeed are differences in personal and business texting. 

In the modern world, texting has proliferated in business environments for its benefits. Hence, it becomes crucial to define certain rules of engagement for this mode of communication.

There are etiquettes, rules, and best practices that need to be followed when it comes to engaging with customers or even internal team members. And it is crucial to train employees on these. 

After all, the way our employees communicate through texts reflects on the image of the business. 

This needs to be done, and there will never be a better time than now. 

At Acefone, we assist businesses in elevating their communications to the next level and building strong customer relationships. To know more, get in touch with our experts at 1888-859-0450 or send an email at contact@acefone.com.

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