A Beginner's Guide to Train Non-Technical Users on How to Use A VoIP System
Moving from a traditional phone system to a cloud-based phone system is relatively easy. However, the real challenge appears in front of the organization when operating the system. Without the help of a trained resource team, no organization can benefit from any system. For this reason, all organizations focus on train non-technical users on how to use VoIP systems.
Once an organization has successfully installed a VoIP phone system, training your staff and clients on how to use it is time. There are a number of formats, such as videos, webinars, workshops, and FAQs, to address this issue. With these, your organization enjoys fruitful results in covering the basics. You can also prepare guides on
· How To Make And Receive Calls
· How To Access The System
· How to Manage Features
· How To Adjust Settings
· How To Use Devices
· How Integration Works
· How Third-Party System Works
We bring you the most practical approaches for training non-technical users to operate the organization’s newly installed VoIP phone system.
Why Training Is Essential?
Comprehensive training for newly installed VoIP phone systems is a must regardless of the skill level of the workforce. This training covers some basic concepts such as:
· Getting Familiar With The Overall System
· Know Which Buttons Brings Which Features
· How This Phone System Works
· How To Perform Simple Tasks
· How The Reporting Dashboard Is Operated For Analysis Purposes
· Know How To Transfer Calls And Hold Calls
· How AI Is Integrated Into The System
· Integration With The Third Party Software
· How To Contact The Right Person On The Customer Support
These are a few of the many training points every VoIP phone system provider covers in their comprehensive training module. These points are pivotal in getting the value out of the system.
How Can I Teach Non-Technical Users to Use VoIP Systems Effectively?
Wondering How to Train Non-Techies users on how to use VoIP Systems? Here’s the Answer: we bring you the 10 essential tips for training non-techies on VoIP systems.
· Training for New Installations
· Training On Desktop
· Training On Hardware
· Training On Mobile Applications
· Administrative Training
· VoIP Books
· Training for Existing Users
· Demo Accounts
· Online Webinars
· Free Trials
· Training On Ongoing Support
· Training On Getting The Feedback
· Training As Per Your Needs
Training for New Installations
These are the main types of training required for new users when installing the VoIP phone system. Let us start with the new installations.
Most VoIP phone system providers offer a system trainer facility to their clients. The on-site VoIP engineers visit the organization and install the phone and hardware systems.
Once the installation process for the system is complete the system trainer immediately starts introducing the system to the end-users. During this training, the clients get prepared in advance on how to operate the system appropriately and assign end-users. In this way, a majority of the end-users get training at their office.
Training On Desktop
The Secret to Successfully Training Non-Technical Users on VoIP Systems is providing them with the proper system knowledge on time. A considerable number of clients like to have a desktop version of the VoIP phone system. Using the desktop version allows the end-users to communicate with their clients faster. Thus enabling them to take advantage of the latest features of this communication fiasco.
Training On Hardware
After the desktop training version comes the hardware training for the end-users. The trainers let the end-users get familiar with the hardware used to operate this system seamlessly.
During the training, the trainers let the users know the operationability of the system and ensure smooth operations. In case some issues arise, they are capable of handling them in an instant. If the issue persists, they have unconditional access to customer support to address it without hassle.
Training On Mobile Applications
The end-users are trained to operate this VoIP phone system on their mobile devices. In addition to mobile devices, there are a large number of mobile applications that are integrated with these VoIP phone systems. Getting familiar with them to operate and increase their productivity also requires training.
Moreover, these training sessions include operating both Android and iOS-operating devices. Thus letting the end-users have complete control of the system for addressing the issues and reporting purposes.
Administrative Training
Once the initial end-user training is completed, the trainers will move ahead and focus on training the administration team. In this training, the trainers focus on addressing and demonstrating the operations of the web portal to administrators. This will surely enhance the admin capabilities for addressing the matters and providing them with a suitable solution within no time.
Furthermore, the trainers will log into the system and show them the system’s capabilities and how to manage the system. For example, how to route main number calls to cell phones and what to do when there is a power outage or the internet is disrupted.
VoIP Books
There are several books that are readily available in the market from different VoIP phone service providers. These books contain all the features and functionalities of the system, including how to operate them and how to manage the issues if any occur. These books are ideal for learning how the VoIP phone system operates and how to manage them when installed in a company.
Moreover, these books offer simple and realistically easy language for end-users to learn how the cloud-based system operates and how it can change the very course of communication for organizations.
Training for Existing Users
Once the introductory training sessions for the end-users are complete, they will become familiar with operating a VoIP phone system if an organization deems it necessary to have additional sessions for training. They can anytime schedule these training sessions. VoIP service providers will offer additional training sessions remotely or in person per the organization’s needs.
Additionally, there is some other training for new employees of the organization. Or for the personnel whose responsibilities have been changed. Moreover, these training sessions are conducted in the form of a group or a one-on-one formation. This gives the end-users the perfect idea of how they will run the system on their own.
Demo Accounts
Then come the demo accounts. In this training session, service providers provide demo accounts of the system. The end-users practice different scenarios of the system on these accounts to get familiar with the system and troubleshoot the issues that arise. These demo accounts are the fully functional form of the system provided by the service providers.
Online Webinars
The most effective way to describe the features, aspects, and issues troubleshooting is by conducting an online webinar. In this session, the trainers from the VoIP service providers focus more on addressing individual issues. With this, they describe the best possible solutions to the issues.
Moreover, this is known to be the most effective way of getting a complete understanding of the system. VoIP service providers conduct regular online webinars with their prospects and clients. In these webinars, the service providers focus on topics related to end-users.
Free Trials
Every service provider offers free trials to their clients for end-users. This is the best way to test your knowledge about the system and practice it. Free trial accounts allow the employees to prepare themselves for the new system. Usually, these free trials come with a trial period.
Training On Ongoing Support
Organizations are required to provide ongoing support to the end-users. These end-users working on the system become fully operational. Once they are set on the system, management will have time to monitor their overall performance and the quality of the service the end-users provide to the clients. In addition, management can also evaluate the performance of the VoIP system in addressing issues or problems.
Training On Getting The Feedback
Once the system is operational and all the issues pertaining to the end users are resolved. Management can conduct regular feedback from them. This allows management to analyze and evaluate the system’s overall performance and its users. Moreover, this feedback ensures that the clients are appropriately addressed, and that the system is fully utilized. Conducting feedback from clients and end-users is a simple option. This can be done using the system features of conducting surveys, reviews, and polls.
Training As Per Your Needs
In the last, we have the option of getting your end-users trained according to the needs and wants of the users. Every organization opts for a plan from a VoIP provider based on their needs and requirements.
Benefits Of Training
Training benefits involve several benefits. With these benefits, the organization can enjoy smooth operational capabilities for call center agents, particularly management. Here are some benefits of training.
Up-to-date
With proper training, the end-users remain up-to-date on the latest and new features introduced by the service providers. As technology constantly evolves, new and latest features and updates are introduced regularly. Getting familiar with these changes can positively impact your organization’s operations.
Confidence
When end-users enjoy training and support from the organization, their confidence level goes high. They start to feel more confident in performing their duties by taking responsibility and providing a better quality of service once an employee is motivated by the management and organization. This results in an increase in job satisfaction and motivation. In the end, this reduces the turnover rates.
Performance
Once an employee receives a training session, it helps the end-users know how to improve their performance. Further training sessions help employees reduce their shortcomings by using different task-completion approaches.
Quality of Service
The overall quality of services is increasing substantially. This is because the end-users are familiar with the system and know how to manage matters in case an issue arises.
Reasons Why Non-Technical Users Struggle with VoIP Systems
Training for every new system installed in the organization plays a pivotal role in determining the success of that system. Learning how to operate a cloud-based phone system is no exception. It does not require special skills or education for employees to possess in order to operate the system. Here are some reasons behind the struggle of employees.
· Lack of Proper Training
· Lack of Feedback
· Culture Of Learning
Lack of Proper Training
Proper training for users enables them to get acquainted with the features of the modern phone system. Thus letting the users address the matters on their own. In addition, there will be less challenging situations for the supervisors when they don’t have to answer each and every query from users. Furthermore, it also enhances the productivity and overall performance of the employees.
Lack of Feedback
Mostly, organizations lack getting feedback from their employees. In this scenario, all the issues and problems relating to operating any system are not addressed, leaving a gap between the employees and the organization’s management. It is crucial to get feedback from the employees in order to achieve performance excellence in daily operations.
Culture Of Learning
Usually, most organizations lack a culture of learning for employees. With an ongoing training and support system, the organization helps the employees foster a habit of learning and development. This habit can lead to more motivated employees working toward the organization’s goals.
FAQs
1. What strategies do you use to train non-technical users on how to use VoIP systems?
We have mentioned many strategies that will allow businesses to train non-technical users to operate the VoIP phone system. Some of the most critical strategies for training your users are
· VoIP Books
· Fostering The Culture Of Learning
· Demo Accounts
· Free Trials
2. How can I use VoIP?
There is no rocket science in operating or using a VoIP phone system. This system operates in the same manner as a traditional phone system. At first, you need to install the system and then start dialing the numbers from your handset to call anyone anywhere in the US.
3. What happens to my VoIP phone systems during a power outage?
During a power outage, the service provider has backup power plans that provide power to the cloud-based system so that it remains fully functional.
4. What happens to the VoIP phone system at my business if the internet goes down?
One of the most significant challenges for VoIP phones is the non-availability of the internet. If the internet goes down, your system will stop working until the internet is restored. But in reality, this scenario happens once in a blue moon.
5. How does VoIP work step by step?
The working of a VoIP phone system is a simple process. The system converts all your analog calls into digital data packets, which are secured by enterprise-grade encryption. Once the data reaches its destination, it converts into analog calls for the receivers to address the sender.
Verdict
We hope we have everything covered for you to get insight into Train non-technical users on how to use VoIP systems. Employees running the newly installed VoIP phone system require some basic training. With this training they become capable of running and reaping the benefits of the system to the full.
There are chances that your organizational structure has some limitations in getting the proper employee feedback realting to the new system. So, in order to mitigate this issue, management must gather feedback from the users about the system to achieve organizational goals and excellence in operations.
