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More Than Connectivity: How Reliable Telecom Solutions Drive Business Profits
news
29.08.2025
So, you won’t be able to do away with your call centre team just yet. But don’t be too quick to write it off as a necessary evil or the cost of doing business. With the right telecom solutions, you can turn your support and sales operations into a profitability driver. Here’s how.
One analysis of 1,000 SMBs’ VoIP usage metrics found that switching to VoIP saved them between 30% and 50% in monthly telecom costs. Those telecom costs include calling charges, on-premise setup fees, hardware costs, and maintenance fees.
A VoIP system can cost you between $20 and $35 per user/month. That’s typically more affordable than a traditional on-premises phone system coupled with telecom provider charges.
With VoIP, calls travel over the internet instead of phone lines. So, you don’t have to deal with high charges for long-distance and international calls.
An on-premise phone system can cost upward of $20,000 to set up as it requires extra server and phone equipment. Cloud PBX systems, in turn, can be used on existing hardware (mobile phones, desktops) with little to no setup fees.
When you use SaaS telecom solutions, the vendor takes care of maintaining them, adding new features, and ramping up security measures. So, you don’t need an IT team to maintain your solution. Plus, vendors typically provide tech support to their clients.
Telecom systems also help drive productivity and efficiency across your support and sales teams. For example, they can help your rep quickly wrap their heads around the context of the caller’s inquiry by pulling up their interaction history.
That kind of efficiency not only helps you gain a higher return on your investment in labour but also ensures your support team delivers more accurate answers. Keep in mind that almost a third (31%) of consumers are willing to trade accuracy for speed.
Virtual phone systems can track a number of call centre metrics, such as:
All of that data can, for example, allow you to identify peak times and adjust staffing levels accordingly. Or, you can use it to identify inefficiencies in call routing and measure the impact of changes you make by tracking hold times.
VoIP solutions also typically include reporting and analytics features, which quickly synthesise all collected data in easy-to-grasp reports and data visualisations. If you still track metrics manually using spreadsheets, that’ll be a time-saver, as well.
Telecom systems enable you to record calls and store them securely for future reference. Your QA team can then review those recordings to identify the root causes of customer dissatisfaction. Or, you can use them to monitor and improve agent performance.
If one of your phone numbers is reported as spam, your sales reps will waste precious time making calls or sending text messages that won’t ever reach their intended recipients. Spam checkers can automatically run your phone numbers against spam databases and send alerts whenever one of your numbers gets flagged.
Integrating a virtual phone system with a CRM and other communication channels enables a unified view of all customer data, including their past interactions. For example, if there’s an issue with the order, the rep can pull up order details and review chat messages instead of asking a dozen clarifying questions.
Modern cloud-based PBX systems can automate call routing based on the caller’s location, inquiry, or status. Voice bots and interactive voice response (IVR) menus, in turn, can provide responses for run-of-the-mill queries like your opening times or return policies, reducing the load on your call reps.
Just one bad experience can hurt your bottom line more than you think. Over a third of consumers (40%) say they’ll stop doing business with a company after just one bad experience. XMI Institute estimates that a single bad experience puts 5% of the total UK consumption at risk and costs businesses $30 billion a year in lost sales.
Response speed is among the most crucial factors that determine the quality of customer experience. Around the world, 60% of consumers consider short wait times a critical factor in their CX. Difficulty transferring to a live agent from digital channels is the second most common CX annoyance, however.
Cloud PBX systems can define call handling rules via the voice menu or IVR to improve routing and matching without taking up your employees’ precious time. This ensures the right team or department handles every incoming call, reducing query resolution time as a result.
Virtual phone systems can be fully integrated with your CRM system, allowing your sales or support reps to review past interactions or purchase history. So, for example, they can address the customer by name from the get-go or quickly pull up specific order details.
Customers want to be able to move seamlessly between interaction channels: support chat, email, and, of course, phone. Unified communication solutions can make the transitions between those channels frictionless, saving customers time as they don’t have to describe their issue from scratch every time.
Phone numbers with a foreign extension may scare off the customers who want to contact you or the prospects your sales managers dial. Local DID numbers can help you build trust and encourage interaction, translating into better customer experience and higher conversions.
Business telecom solutions do more than just reduce your operational costs. They also deliver productivity and efficiency gains and help drive sales by improving customer experience.
The result? Your business can reap even more profit thanks to cost savings combined with higher efficiency, productivity, and sales.
At DID Global, we deliver reliable telecom solutions that streamline communications and build bridges between businesses and customers across 150+ countries. Explore our services to discover how our virtual DID numbers, cloud-based PBX system, SMS services, and SPAM checker can drive your profitability.
Cloud PBX systems and SIP trunk solutions are the most common profitability drivers among software solutions. Cloud PBX systems are virtual phone systems that automate call handling using VoIP. SIP trunk solutions enable concurrent calls with dynamic routing over VoIP.
Vendors typically provide tech support to their clients, so you don’t have to hire a tech support team of your own. For example, DID Global provides tech support for both setup and ongoing troubleshooting for our SIP trunk, cloud PBX, and virtual DID solutions.
Spam checkers compare your numbers against databases like Hiya and Truecaller to determine whether any of them got flagged as spam. They help increase delivery rates for SMS campaigns, secure your brand’s reputation, and minimise blocked calls during outreach.
