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Training your staff to prepare for VoIP

Updated on December 23, 2010

Introducing VoIP in your Business

Businesses who introduce VoIP into their organizations after thorough research often find that it doesn't "stick" as well as they thought it would. Truth be told, the success or failure of any system depends less on the technological implementation and more on how the employees of a business decide to react to it.

Many a good tech initiative to speed up workflows and improve accountability has failed simply because employees didn't understand the way it worked, didn't see the need to follow it, or were suspicious of the intentions of the management. This is one of the biggest reasons for the massive under performance of ERP systems, which tout huge benefits and then fizzle out cause no one uses them.

VoIP in the workplace can meet with a similar fate if not handled properly and in this article, we take a look at a few ways in which we can prepare employees for receiving VoIP properly.

VoIP in the workplace
VoIP in the workplace

Employee Orientation

In order for VoIP to be a success in an organization, it has to be rolled out slowly. Employees should feel a part of the process and their feedback and suggestions should be listened to carefully.

Holding meetings with various groups of employees on the need to switch over to VoIP systems is the first step in the process. They must be made to understand the need, what problems are currently being faced and how VoIP will ultimately make life easier for them. For the first round, it's very important to let the managers know about the system and to enlist their support. People look to their bosses in order to get a feel of the situation and if the managers aren't on board, the system is doomed to fail.

One of VoIP's most useful and controversial features is the ability to record calls and also ensure that the same telephone number can be transferred over to another employee if one of them leaves. This must be handled delicately without making it seem as if you're stealing away the clients of the marketing personnel. Also, explain to them the legal reasons for recording conversations as well as a few real world examples where employees have gotten into trouble for the lack of call records being maintained.

It's a time consuming process but unless it's done properly, all the effort you put into trying to introduce VoIP will be lost and once a system doesn't gain traction, it's almost impossible to get it right a second time. Organizations remember things. But with the right preparation, you can avoid it being remembered as "that system they tried to put in place at one point."


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