5 Signs You’re Managing Too Many Voice Providers
Scaling your international voice service can become more challenging with each new provider you add. This adds another layer to your tech stack, leading to convoluted processes that can impede your business’s operations and hurt the bottom line.
It’s high stakes for your customer experience as well. 58% of contact center leaders say communication silos and system complexity negatively affect customer satisfaction.
Rather than managing multiple voice providers, optimizing your international reach with a proven global voice expert can simplify voice management while streamlining both spend and operations. The signs that you’re managing too many providers are there – give yourself the reassurance that comes with efficiently unifying your voice services.
Here are five signs you’re managing too many voice providers:
1. You have multiple processes to manage voice vendors
Managing multiple voice providers introduces significant complexities in the processes of voice management, detracting from your primary goals of streamlining operations and enhancing the caller experience. The primary challenge in achieving optimal international voice service when working with several providers is the intricate process management required. This includes:
Consolidating multiple points of contact (POCs)
Each voice provider requires interactions with various POCs for support and resolution of issues. Tracking and coordinating with these contacts consumes substantial time and effort, often leading to delays and inefficiencies.
Contract management overload
Every provider presents a distinct contract with its own terms and nuances. The responsibility of reviewing, understanding, and ensuring proper utilization of services for each contract is daunting and can easily become a full-time job. This complexity is heightened by the need to vigilantly check for erroneous charges and ensure compliance with contract terms.
Organizational challenges
The assortment of invoices in different languages and the requirement to collect specific documents for compliance purposes significantly complicates organizational tasks. Even though different providers might offer attractive pricing or phone number availability, the burden falls on your team to manage and navigate through an overwhelming amount of paperwork and requirements, making it difficult to maintain efficiency and ensure timely deployment of services.
2. You’re struggling to predict and reduce costs
Optimizing the Total Cost of Ownership (TCO) for global voice services is key to efficiently managing your business’s call usage and costs at scale. But when you’re working with multiple voice providers, keeping track of their diverse call rates, usage, and fees across various invoices can be overwhelming. This complexity often leads to a focus on account payables rather than identifying opportunities for consolidation and cost realignment in line with your business goals.
Partnering with an international voice expert can help simplify your billing process. By aligning costs with business units, consolidating tracking and monitoring of expenses into a single invoice, and enhancing transparency in data and number usage, you gain a clearer view of potential savings. This approach not only helps in pinpointing areas where you can consolidate providers and cut costs but also enables you to reinvest those savings into other areas of your business.
3. You’re experiencing difficulty resolving issues
Juggling multiple voice providers often leads to reduced team efficiency, as it forces your team to operate in vendor-specific silos rather than focusing on overarching business needs. This approach fragments the management of SIP lines and phone numbers, removing the level of effectiveness required for effective voice management.
This siloed approach extends to your call flows and call quality. Problems tend to be vendor-specific and can’t easily be addressed in a unified manner. Consequently, your team is left waiting on vendor support to resolve issues, which can be a lengthy process.
Inefficiencies in these business processes can have a ripple effect, leading to:
- A more chaotic and challenging tech stack to manage
- Delays in resolving issues, negatively impacting customer experience
- Increased risk of employee burnout due to the added stress and workload
4. You’re overwhelmed by manually tracking call flows
If you’re still relying on manual methods like spreadsheets to track and cross-reference call flows, rather than automating these processes, it can seriously reduce the flexibility of your voice channel.
Manually managing details like international phone numbers, SIP addresses, and other call flow destinations is not only inefficient but also time-consuming for your employees. As your business expands, keeping tabs on ownership and ensuring that call flows align with your applications becomes an increasingly daunting task.
Redirecting resources towards addressing critical optimizations, like resolving call quality issues and setting up SIP configurations, could be far more beneficial to your business.
5. You lack visibility and have inconsistent data
90% of customers agree that customer service is a huge deciding factor in whether or not they’ll do business with you. This means that knowing how well your voice is meeting their expectations is paramount for success.
Gaining a clear and consistent view of your phone numbers’ performance, usage, traffic quality, and the integration of call data is essential in understanding the health of your business operations.
However, this analysis becomes more complicated when dealing with multiple voice providers. Each provider has its unique features and approach for reporting, and not all will offer the same level of metrics and data quality. Some reports are basic, providing little insight into significant issues like poor call quality, non-functional phone numbers, or call traffic patterns.
Without the ability to proactively monitor your voice services through unified and high-quality data, staying ahead of potential problems becomes challenging. This limitation can impede the progress of your customer experience and operation goals.
Streamline Your Voice Management Using a Truly Global Provider
Gaining greater control over your communications system empowers you to better manage your international voice service, ensuring excellent customer experiences. Partnering with a global voice leader who offers scalable phone numbers, knowledge in routing and configuration, and a strong commitment to voice quality standards is key to achieving your goals.
AVOXI stands out as a leading provider of premium international voice services for global businesses and contact centers. With its extensive world coverage in 150+ countries, reliable call quality, expertise in routing and SIP integrations, and comprehensive analytics for performance evaluation, AVOXI simplifies voice management. Whether through our one-stop-shop platform or your preferred ecosystem, optimizing your international voice services has never been easier.
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