Introducing a new VoIP (Voice over Internet Protocol) phone system in your business means more than just installing new hardware or software. It requires ensuring your staff understand how to use the system effectively and confidently. Proper training helps avoid confusion, reduces downtime, and ensures your team can communicate smoothly with customers and suppliers from day one.
Why training matters for Australian small businesses
Without adequate training, staff may struggle with basic tasks like making calls, transferring calls, or accessing voicemail. This can lead to lost productivity, frustrated customers, and even security risks if employees mishandle sensitive information. For example, if your team doesn't know how to use call forwarding properly, urgent calls could be missed, impacting customer trust. Additionally, VoIP systems often integrate with other business tools; without training, employees might not use these features, missing out on efficiency gains.
A practical example
Consider a 50-employee Australian accounting firm switching to a new VoIP provider. Initially, some staff found the new interface confusing, leading to delays in answering client calls and internal miscommunication. Their managed IT partner stepped in to provide tailored training sessions, including step-by-step guides and live demonstrations. Within a week, staff were comfortable using advanced features like call queues and conferencing, improving client response times and internal collaboration.
Training checklist for your new VoIP system
- Identify key users: Determine who will use the system daily and who needs advanced features.
- Request training support: Ask your IT provider or VoIP vendor if they offer onboarding sessions or training materials.
- Create simple guides: Develop easy-to-follow instructions covering common tasks like making calls, voicemail setup, and call transfers.
- Schedule live training: Arrange group or one-on-one sessions to demonstrate system use and answer questions.
- Test user competence: After training, check that staff can perform essential functions without assistance.
- Encourage feedback: Collect staff input on any difficulties or feature requests to address promptly.
- Review security practices: Train staff on protecting call data, recognising phishing attempts, and using strong passwords.
- Plan ongoing support: Ensure your IT provider offers accessible helpdesk support for any future issues.
Questions to ask your IT provider about VoIP training
- Do you provide customised training sessions tailored to our business size and industry?
- Are training materials available in multiple formats (videos, PDFs, live webinars)?
- How do you support staff after the initial training period?
- Can you help us integrate VoIP with existing systems like CRM or email?
- What security training do you offer related to VoIP usage?
Training your staff to use a new VoIP system is a critical step to maximise its benefits and minimise disruptions. Working with a trusted managed IT provider who understands your business needs can make this process smoother and more effective. Consider engaging an IT advisor to help plan and deliver training that fits your team, ensuring your investment in VoIP technology truly supports your business growth.