Is Your Business Missing Calls? VoIP Call Center Tips | Ep 93

Welcome to Stimulus Tech Talk! In this episode, we tackle the essentials of "voip for small business", providing valuable insights for improving your communication. We discuss how "business voip" solutions can enhance call center management and explore various "voip phone systems". Discover the benefits of a robust "voip service" and learn about efficient "business phone systems" to keep your operations running smoothly.

You’ll learn the red flags that your current phone setup isn’t working (busy signals, long hold times, too much voicemail), how to design smart call flows that get callers to the right person faster, and what metrics to watch like abandonment rate and average wait time. ➜ Nathan also explains how remote call center agents can work from anywhere with softphones and a good headset, how to monitor call quality using MOS scores, and why simple IVRs (and AI-powered voice agents) can dramatically improve the customer experience.

We also cover reliability planning for internet outages with backup options, plus how advanced VoIP setups can integrate with your CRM to pull up customer info automatically when the phone rings.

Need help assessing your VoIP or call center routing? Reach out to Stimulus Technologies for a phone system assessment and make sure you’re the company that answers when it matters. 📞

Visit Stimulus Technologies at: https://www.stimulustech.com/

Chapters:

00:00 Intro: Stimulus Tech Talk
00:00 VoIP for business call centers (what we’re covering)
00:43 What “call center” really means (inbound, outbound, support desk, remote)
02:44 Warning signs your phone system is costing you business
04:49 Why “answering the phone” wins customers
05:11 Building smart call flows + routing for busy seasons
07:33 How Stimulus maps call routing with clients (diagramming the flow)
08:54 Time-of-day, vacations, and holiday routing reminders
10:26 Scaling up and down: adding agents, desk phones, and softphones
11:27 Remote call centers anywhere (time zones, global teams)
12:15 VoIP and “agent” explained in plain English
13:40 Planning for internet outages (redundancy, backup internet, Starlink)
15:09 Call center metrics to track (abandonment, wait time, SLA, outbound stats)
16:29 Supervisor tools: real-time views + call coaching/whisper
17:34 Remote agent equipment + why softphones are simplest
18:35 Monitoring call quality with MOS scores
19:31 Customer experience: simple IVR menus and less frustration
21:18 Why AI voice agents are better than old-school IVR
22:19 When AI can resolve calls without a live person
23:00 VoIP + CRM integrations (screen pops, less friction)
23:46 VoIP system assessment advice + closing thoughts