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5 Vital VoIP measures to implement

Voice over Internet Protocol (VoIP) technology is a flexible, scalable, and highly efficient communication solution that more and more modern businesses are relying on. However, a large user base makes VoIP an attractive cybercrime target, which means VoIP users face increasing risks. Here are five effective security measures you can implement to protect your business’s VoIP systems and devices from various threats.

24/7 monitoring

VoIP security breaches usually take place outside operating hours. Attackers make phone calls using private accounts or access call records with confidential information on the sly. To avoid these security breaches, contract outsourced IT vendors to monitor network traffic for any abnormalities.

Virtual private networks

Virtual private networks (VPNs) create a secure connection between two points, as if they belong in the same closed network. It’s like building a safe secret tunnel between you and the person you’re calling. Using a VPN can also help overcome complications involving Session Initiation Protocol or SIP trunking, which is a recommended VoIP feature.

VoIP firewalls

Firewalls specifically designed for IP-based telephony curb the types of traffic that are allowed into your network. They ensure that every connection is properly terminated at the end of a session and identify suspicious calling patterns. Virtually every VoIP vendor provides these protocols, but you should always consult with your IT services provider as to how these protocols will be managed within your organization.

Encryption tools

VoIP systems that lack encryption can be easily broken into by hackers — even by amateur ones who can simply download and deploy tools to eavesdrop or intercept your calls. Some services claim to have built-in encryption, but companies still need to be vigilant and investigate how effective these are.

Using encryption ensures that even if hackers successfully download audio or video, they still won’t be able to decode the file unless they have the decryption key.

Password protection

Using passwords to authenticate your access to private information is not as secure as it once was. Hackers can easily guess a password and use it for cyberattacks. Protecting the passwords themselves adds a layer of protection against threats. This can entail enabling multifactor authentication or using a password manager to generate and store an array of complex passwords.

VoIP is as important as any of your other network security considerations. It requires a unique combination of protection measures, and we’d love to give you advice on these. Give us a call today to get started.

Published with permission from TechAdvisory.org. Source.

Recording calls is good for business — here’s why

Is your customer service department lagging in terms of quality? If so, it may be time to review the call quality of your customer service representatives. One of the best ways to do that is to use your Voice over Internet Protocol (VoIP) system’s call recording feature. By listening to recorded calls, you can find out what can be improved, reduce your team’s errors, and gain several other benefits, including the following.

1. Upgrade employee performance

According to Edgar Dale’s Cone of Learning, people only remember 10% of what they read, 50% of what they see and hear, and 90% of what they do. By providing your agents with actual recordings of good and bad calling examples during training sessions and having them simulate calls afterwards, they’ll be able to learn better and provide high-quality customer service faster.

2. Improve customer service

One of the most important reasons why businesses should always record their calls is to ensure high-quality customer service. By reviewing calls, managers can understand how their agents have been dealing with customers, find out whether or not they’ve followed company protocol, and pinpoint any aspects that can be improved on.

Without call recording, managers would have to listen to each call in real time, which is time-consuming. By recording each call, not only will your managers save time, but your employees will also be motivated to perform at their best, since they know their calls can always be reviewed.

3. Retrieve missed details and prevent potential lawsuits

Your employees handle hundreds of phone calls daily, so it’s understandable if they don’t catch every single detail. And for companies that require their agents to manually input information during calls, there’s always a possibility that they’ll forget or miss certain information, which could then lead to disgruntled customers. If not properly handled, this can harm your reputation, reduce work opportunities, and if things escalate, proceed to litigation.

VoIP’s call recording feature lets you replay saved audio files to make sure you haven’t missed any details, ensuring that all customer demands are met. And if you ever get into a dispute with your clients regarding who said what, you can always retrieve the exact audio file and have both sides listen to it, saving you thousands of dollars in legal fees.

4. Understand customer preferences

Have you ever received an inquiry about a product or service that’s not included in your offerings? While your agents usually jot these requests down and pass them on to the relevant personnel, they may overlook some of these if numerous calls are being made that day. Tiny issues like this can lead to potentially huge losses.

With call recording, you can review all your calls at the end of the day. You’ll have a better picture of what certain customers are looking for so you can address their needs better.

VoIP allows businesses to make on-demand calls affordably, and its call recording feature helps companies improve their customer service and prevent litigation. If you think business VoIP is right for you, or if you have any questions, give us a call today.

Published with permission from TechAdvisory.org. Source.

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