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Why Do VoIP Call Center Phone Systems Fail?

Whether you’re currently using VoIP or are considering the switch to this type of phone system, you’re probably curious about the issues that you could run into. It’s a valid concern! Customers often have questions about new technology. So in this article, we’ll walk you through some of the most common VoIP issues you might encounter with this phone system.

Related: Learn more about our cloud call center software, AVOXI Genius

How does VoIP work?

VoIP runs over the Internet. It takes your voice and turns it into data packets that are sent over the Internet in the span of a few milliseconds. When the data packet reaches the receiver, it turns back into sound that they can listen to. The process is nearly instantaneous allowing for calls that appear to operate like a traditional PSTN call.

Why Do VoIP Call Center Phone Systems Fail: Low Internet bandwidth

If you’re experiencing issues with your VoIP calls, it may be due to a poor Internet connection. VoIP requires a strong Internet connection in order to send and receive the voice data packets that are created. So, if your connection has low bandwidth that may be the reason for your failing phone system.

This type of connection causes issues such as jittery or choppy calls. This simply means that the amount of time to deliver and receive the voice data packets takes longer than you’d expect, causing time gaps in a conversation. This can also lead to issues such as echo and poor sound quality.

Why Do VoIP Call Center Phone Systems Fail: Overloaded Internet connection

An overloaded Internet connection is one that is running out of available bandwidth. Also referred to as, saturated, an overloaded system decreases the amount of bandwidth available for your VoIP calls and that can often lead to poor call quality.

If you have the correct amount of bandwidth for your VoIP calls but are still experiencing problems, you may be running other programs or applications that are using up this bandwidth.

If you’re on a personal Internet connection, it may be easy to discover the programs that are causing your VoIP issues. If you’re on a shared network, like at your office for example, it may be a little harder to find.

Why Do VoIP Call Center Phone Systems Fail: Issues from your VoIP provider

Your Internet provider plays a huge role in the success of your VoIP calls. This is why it’s so important to choose a reliable provider. Some providers may advertise high-speed connections when they really can’t deliver on that claim.

Make sure you do your research before you choose a provider. Customer reviews are a great place to start your investigation.

If the provider offers a free trial, definitely take advantage of this. This will allow you to do some tests on your own including jitter and speed tests.

Why Do VoIP Call Center Phone Systems Fail: Inadequate Equipment

If your system is using outdated and insufficient equipment, it may be causing problems for your VoIP phone system. If this is the case, update all necessary equipment including routers, firewalls and modems.