5 Downsides of trying to use Teams Phone for your company’s Call Center Software

Your company is looking into Teams Phone, and you’ve heard they have call queues. So you’re wondering if you should just use Teams Phone for your call center software.

In this video, I explain 5 downsides of trying to use Teams Phone for your company’s Call Center Software.

Want my recommendations on which is better for your company? Ask me today.

About Me

Mike Smith has been helping companies select the best telecom, WAN, security, and cloud services since 1999. He founded AeroCom in 2003, and has been the recipient of numerous business telecommunications industry awards, including being recognized as one of the top 40 business people in tech-heavy Orange County, CA. Follow Mike on YouTube, LinkedIn, Reddit and SpiceWorks.

Transcript

your company is looking into teams phone system and you also have a call center currently and you’ve heard teams phone system has the ability to give you call queues so that you can set up agents in like a hunt group or things like that. So you’re wondering, hey, should we just use teams phone system for both our phone system needs and our call center needs? Well, don’t do it. In my opinion. And in this video I’m going to tell you why.

My recommendations

But first, if you’d like my recommendation on the best teams phone system operator, connect vendors or dial tone vendors, you should use or you should quote. And your company is, I’d say, medium size or larger, like 50 to 100 employees or more. That’s actually my specialty. So reach out, send me an email or give me a call (714.593.0011).  I will help you make a lot better decision in a fraction of the time. More information on that at the end of the video. Also, don’t forget to subscribe to the channel. I put out new videos every single week, so that’ll make sure you don’t miss any of them. And if you’d like to video, hit the like button and ring the bell, that’d help our video get out to more people. And I really appreciate it.

It says “Queue” but that’s misleading

So you’re thinking about using teams phone system for your company’s phone system needs and you’re also thinking about using teams phone system for your call center needs as well because you heard, hey, you can just use the call queues in teams phone system and maybe that’ll suffice for your call center needs. Well, again, like I mentioned the very beginning, no, that’s not a good idea. And I’m going to tell you five reasons why it’s not a good idea.

1. Bad reporting

Number one is that there aren’t very good reporting features available with teams, phone systems. So, for instance, there’s no real time reporting, so you’re not going to know real time how many people are sitting in queue, how long they’ve been sitting there, you know, what’s the average hold time currently, you can’t set thresholds that say like email manager, if we exceed our desire hold time threshold to have more people jump into the queue to alleviate that whole time. So none of that is available with just normal teams. Phone system.

2. No skill based routing

another thing that’s not available with teams. Phone system queues is skills based routing. So if you’re not familiar with that, with what that is, that’s assigning a certain numeric score to each call center agent like one through ten on a on a certain skill, like for instance Spanish speaking or email versus talking on the phone or a certain product. You give them a score on that skill. And if somebody calls in regarding that skill, it goes to the first agent with the highest score available. So no skills based routing available with teams Phone system. Another downside

3. No A.I.

number three is No, I and I’m not talking about the air teenagers are using as a slang term. I’m talking about real AI. So there’s no real AI. So for instance, you can’t do things like automatic call scoring for your agents or knowing like what the sentiment is on incoming calls or outgoing calls like, hey, is our customer angry? Are they happy? There’s no AI with the queues inside of teams phone system

4. No record all calls

Number four team’s phone system does not have the ability to record all calls automatically. So that’s pretty standard in a lot of call centers. Another big downside there.

5. No CRM integration

And number five, another big one for call centers is no CRM integration. So one thing teams phone system does not do very well is open APIs. They do not have open APIs that just open up their APIs so that they can integrate with all the CRM systems out there. And if you’ve watched any of my other call center software videos, you’ll know that, CRM integration is a big deal when it comes to call centers and making them run super efficiently with agents.

5 Downsides of Teams Phone

So that’s the top five things, in my opinion. The reasons why you shouldn’t use Microsoft Teams Phone system for your company’s call center. Obviously, there’s more reasons out there, but I just kind of chose the top five in my opinion.

Which Teams Phone providers are the best?

Again, if you’d like my recommendation on the best call center software you should be using or the best teams, phone system companies you should be using and your company has, you know, 50 to 100 or more phone system users or you guys have ten, 15, 20 or more call center agents. That’s really my expertise. So reach out, send me an email or give me a call (714.593.0011).  I’d be happy to tell you which vendors your company should be coding for these things and why. And all you have to do is reach out, send me an email, give me a call. I’m happy to help. I’m a broker for all the major service providers in the industry that I’ve been doing this for over 20 years, So I know the industry inside and out. I know the sweet spots of all these companies and I can definitely match you up with the best fit companies really quickly after a brief phone call. When we talk about your company’s requirements, I’ll also help you avoid the companies that have a really bad reputation in the industry that you definitely want to avoid going with because every company you talk to is going to say they’re great, right? Well, only someone inside the industry really knows what companies truly are great and not so great. So don’t waste a lot of time googling all this stuff.

Still confused? Reach out and contact me

Just give me a call because on top of all that, the nice thing is I don’t charge you a dime for my services. You don’t have to pay me. The service providers pay me my broker fee so you don’t have to pay me anything. You just give me a call. I will match it with the best service providers to use. I will introduce you to the best salespeople to work with. I will oversee the quoting process to make sure you get the best pricing from the service provider of your choice. And it’s all for free. So at least reach out and see what I have to say.