Understanding Shared Telephony for Non-Profits
Shared telephony services offer non-profit organisations a powerful solution for managing communications across distributed teams. These services allow multiple volunteers or team members to handle calls from a single shared number, eliminating the need for individual phone lines or significant infrastructure investments.
Key benefits of shared telephony for non-profits include:
- Remote call management capabilities
- A unified contact number for the entire organisation
- Cost-effective communication solution
- Flexibility for team members to handle incoming calls from different locations
Selecting the Right Service Provider
When evaluating shared telephony options for your non-profit, consider the following:
- Assess your team's communication needs
- Check if your current plan supports multiple simultaneous users
- Compare costs of adding individual licences versus upgrading to a multi-user plan
- Discuss call routing system configuration with potential service providers to ensure shared access while maintaining efficiency
- Inquire about non-profit discount programmes (if available)
Implementation Guide
Successfully implementing a shared telephony system requires a multi-step approach:
- Verify robust internet connectivity across all work locations (recommended speeds of at least 1,000 Mbps)
- Conduct comprehensive staff training segmented by department (e.g., call centre, workshop, administration)
- Ensure proper device and application configuration
- Provide personalised technical support during the onboarding process
- Monitor and address individual user issues promptly
It's crucial to understand that new technology adoption requires targeted training and technical support. Focus on three key areas for successful implementation:
- Ensure robust and stable internet connectivity
- Provide segmented, role-specific training for different teams
- Conduct individual technical assessments to diagnose and resolve specific user issues
Consider using supplementary connectivity solutions like SIM cards to help stabilise communication and provide backup internet access.
Managing Volunteer Access
Proper configuration of call flows is essential to prevent employee overload and ensure efficient service. To manage volunteer access effectively:
- Analyse call volume across different team members
- Set up intelligent call routing to distribute workload evenly
- Create clear escalation paths
- Use platform features to monitor and optimise call management
Without proper configuration, some employees might become overwhelmed, leading to decreased service quality and potential burnout.
Troubleshooting Common Issues
When implementing a new telephony platform, organisations may encounter several challenges:
- Internet connectivity issues affecting call quality
- Insufficient user training on the new platform
- Incorrect configuration of call flows and device settings
- Compatibility problems with existing hardware and communication devices
To address these issues:
- Regularly monitor and optimise internet connectivity
- Provide ongoing training and support for users
- Conduct periodic reviews of call flow configurations
- Ensure all devices and software are up-to-date and compatible
By following these guidelines and addressing potential challenges proactively, non-profit organisations can successfully implement shared telephony services, improving communication efficiency and enhancing their ability to serve their mission effectively.