Business VoIP Featured Article

Business VoIP: Are You an ID10T?

February 12, 2013

By Susan J. Campbell, Business VoIP Contributing Editor

As someone who uses the computer constantly all day long, there are a number of competencies I have developed just through trial and error. I didn’t want to experience my first malware infestation – but I did. I wasn’t searching for the right method to keep a program from working – but it happened. I didn’t mean to make the view in my cloud-based e-mail so small – but it shrunk. 

Out of necessity, I needed to figure out the fix for each of these problems. Sometimes I could do it on my own; sometimes I had to call in an expert. When making the call, I could at least understand most of the lingo used by the IT tech on the other end of the phone. But it never failed – once I hung up, I always wondered if he used me as the punch line in his ID10T joke. 

It’s much easier to assume that only the user with absolutely no knowledge of how a computer works is the only one worthy of this insult. Unfortunately, the impatient tone of voice on the other end of the line tells a much different story. The battle of the wills can quickly ensue when the IT tech insists the problem is caused by the ISP and vice versa. I then get stuck in the middle of a massive tech game of pass the buck and know only enough to understand I’m still the idiot in the middle. 

A recent blog post from business VoIP provider Nextiva explored this very concept, offering a little insight for the IT tech who may feel inclined to patronize the caller to the point of complete submission just because she doesn’t know where to find the C prompt. Nextiva instead offers sound advice on how to complete the call without belittling the caller, while also realizing a few truths. 

First, it’s important for the IT tech to be patient. While he may have received the same question 20 times already that day, it’s a first for the caller. All issues should be handled properly, treating the caller with respect. Both parties need to keep in mind that just because they speak a different language (English versus Technology), it doesn’t mean that one has superior intellect over the other. Both caller and tech should treat the other as he or she wants to be treated. 

At the same time, the tech can’t be a pushover, ready to listen to any lonely person sharing the very last detail of their computer or simply looking for an ear. The tech still has a job to do and simply listening to irrelevant information keeps him or her from taking the next important call. At that point, the tech must deploy their customer service skills and end the call politely and pleasantly.

Likewise, the caller is very likely a liar. This isn’t a skill developed necessarily on purpose, but what the user believes to be up-to-date and flawless maintenance doesn’t equal the same for the tech. The call should begin with the understanding that what the user is communicating is not completely true, whether on purpose or simply from lack of knowledge. The tech should never share that he is on to the caller as an unpleasant exchange is likely to follow.  

In a business environment, the introduction of new technology, such as business VoIP, can bring with it challenges associated with deployment, training and use. Nextiva aims to overcome these obstacles by improving efficiency, overall communications and basic phone features. At the same time, the platform reduces the cost of communications, amplifying the benefits received by the customer. 

With business VoIP solutions in place from Nextiva, companies of all sizes enjoy more than 100 business-ready features, no setup fees, no contracts, unlimited calling, unlimited faxing, the ability to port numbers and U.S.-based technical support. Plans can even be personalized in order to fit the needs and size of the organization.

While there’s no guarantee a user won’t need to call technical support when using business VoIP, proper setup and training can give him or her insight into the solution that may make the call a little easier to complete. And, while the ID10T error isn’t likely to go away, hopefully it’s not in the Nextiva manual.

Edited by Jamie Epstein

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