Outbound sales calls are a crucial part of many businesses, but they also require a reliable and efficient voice network. A voice network is the system of hardware and software that enables voice communication over the internet or other networks. In this article, you will learn how to optimize a voice network for outbound sales calls, by following these steps:
Before you design or upgrade your voice network, you need to assess your current and future needs. How many agents do you have, and how many concurrent calls do they make? What are your quality and performance goals, such as latency, jitter, packet loss, and bandwidth? What are your security and compliance requirements, such as encryption, authentication, and recording? You can use tools like network analyzers, voice quality testers, and call simulators to measure and evaluate your existing voice network.
1) Be generous with the simultaneous communications. If you have 30 agents, you need to provision, on top of the simultaneous communications, the number of outgoing calls generated by the automatic calling bot to make sure you have the ability to dial out. Depending on the anticipation rate, and the call success rate, you will need from 15% up to 100% or more extra channels. 2) Voice does not require a lot of bandwidth, but do require the right priority. Therefore, make sure using some simulation and load testers that your critical parameters are in the right range (loss rate, delay and jitter)
Certifique-se de que a qualidade de áudio das chamadas seja alta para garantir uma experiência positiva para os clientes. Isso pode envolver o uso de codecs de áudio de alta qualidade, como G.711 ou Opus, e a implementa??o de QoS (Quality of Service) para priorizar o tráfego de voz na rede.
Reduza a latência e o jitter na rede para minimizar atrasos e interrup??es nas chamadas de voz. Isso pode ser alcan?ado através do dimensionamento adequado da largura de banda, otimiza??o da rede para minimizar congestionamentos e o uso de tecnologias de roteamento eficientes.
Implemente ferramentas de monitoramento de desempenho para acompanhar a qualidade das chamadas de voz em tempo real. Isso permite detectar e resolver problemas de desempenho rapidamente, garantindo uma experiência consistente para os agentes e clientes.
Utilize sistemas de discagem automática para aumentar a eficiência das chamadas de vendas outbound. Isso pode incluir discagem preditiva, discagem progressiva ou discagem power, que automatizam o processo de discagem e conectam os agentes apenas quando uma chamada é atendida por um cliente.
Next, you need to choose the technology that suits your needs and budget. There are different types of voice networks, such as public switched telephone network (PSTN), voice over internet protocol (VoIP), or cloud-based voice services. Each one has its own advantages and disadvantages, such as cost, scalability, reliability, and features. You also need to consider the hardware and software components of your voice network, such as routers, switches, gateways, servers, phones, headsets, and applications. You should compare the options and select the ones that offer the best value and compatibility.
Most technologies today converge to a dedicated cloud PBX, with embedded CCD and the right number of queues. This option brings a lot of flexibility and mobility and scalability of human resources.
Once you have chosen your technology, you need to configure your network to optimize it for outbound sales calls. You need to ensure that your network has enough capacity, redundancy, and quality of service (QoS) to handle the traffic and prevent congestion, delays, or interruptions. You also need to secure your network from unauthorized access, attacks, or breaches, by using firewalls, encryption, authentication, and monitoring. You should follow the best practices and standards for voice network configuration, such as SIP trunking, RTP, and codecs.
On top of the usual network design best practices, keep an eye on 1) Scalability: Ensure that the network infrastructure can scale up to handle peak, or increase in the teams size. 2) Traffic Shaping and Management: Use traffic shaping techniques to control the amount of bandwidth allocated to different types of traffic, ensuring that voice traffic gets the necessary bandwidth. 3) Failover Mechanisms: Set up automatic failover mechanisms for SIP trunks, ensuring continuous operation even if one service provider goes down. 4) Continuous Monitoring and Analysis: Implement continuous monitoring of network traffic for unusual patterns that may indicate a security breach.
After you have configured your network, you need to test and troubleshoot it to verify that it works as expected and meets your goals. You need to simulate real-world scenarios and conditions, such as peak hours, high volume, and different locations. You need to measure and analyze the key performance indicators (KPIs), such as call completion rate, call duration, call quality, and customer satisfaction. You also need to identify and resolve any issues or errors that may affect your network, such as misconfigurations, faults, or malfunctions.
Networks get built and maintained over a period of time by many people and vendors. Testing your network with simulated VoIP calls and checking the MOS score on your test will be your initial indication. TCP and UDP traffic test details complete the picture for what performance to expect. Based on the results, additional test may be required, along with LAN Shark captures, to isolate troubles found during testing. New cable, config change or equipment swaps are examples of LAN upgrades typically needed to shore up network resources to provide a great user experience with voice services on your network.
Consider using AI and deep learning to detect unusual paterns in Voice trafic, Data traffic, and Security Alerts. Few vendors provide such solutions. Be proactive and ask your vendor if there are clear plans to go in that direction.
Finally, you need to monitor and maintain your network to ensure that it stays optimized for outbound sales calls. You need to collect and review the data and feedback from your network, agents, and customers, to evaluate the effectiveness and efficiency of your network. You also need to update and upgrade your network regularly, to keep up with the changes and demands of your business and industry. You should use tools and services that help you manage and optimize your voice network, such as dashboards, alerts, reports, and audits.
Regular Updates and Maintenance. Make sure to have all necessary subcriptions to get new releases on time. Include the sunbscriptions in your OPEX budget to avoid any service discontinuity or unexpected extra cost.