Switching to a new phone system might sound simple, until it isn’t.
Maybe your old desk phones are failing. Perhaps you’re upgrading to VoIP or you’re adding features for remote workers.
Whatever the reason, changing business phone systems affects more than your technology. It affects your people.
When staff aren’t informed or trained before a phone system change, calls get missed, customers get frustrated, and internal confusion slows everything down.
But when the rollout is planned and communicated clearly, your team adapts quickly and starts seeing the benefits right away.
In this article, we’ll walk you through what your team needs to know before switching phone systems and how to make the transition as smooth as possible, with no chaos and no complaints.
Why Businesses Switch Phone Systems in the First Place
Aging equipment or rising maintenance costs
If your phone system is more than five or seven years old, parts are more challenging to find, and support is limited. Call quality suffers, and outages become more frequent. At some point, the cost to maintain it exceeds the value it provides.
Moving to VoIP or cloud-based systems
More businesses are switching from traditional phone lines to VoIP. Voice over Internet Protocol (VoIP) allows you to make and receive calls using your internet connection, often with better flexibility, features, and cost savings.
Learn more in our article: What is Business VoIP and Is It Right for You?
Adding features for hybrid or remote work
With more employees working from home or multiple locations, businesses need systems that go wherever the team goes. Cloud-based phone systems allow users to take calls on mobile apps or laptops, not just from a desk phone.
Better integration with tools like CRM or Microsoft 365
Modern phone systems often integrate with tools your team already uses. That includes syncing contacts, tracking call logs, or adding click-to-call buttons inside your CRM. These integrations save time and reduce manual entry.
What Can Go Wrong When Staff Aren’t Properly Prepared
Missed calls or confused customers
If employees are unsure about how to handle calls on the new system, essential calls may be dropped, lost, or misrouted. Customers get frustrated when they can’t reach the right person or have to repeat themselves.
Team members are frustrated by new processes
Even if the new system is easier in the long run, the learning curve can lead to stress and resentment if people feel unprepared. This is especially true for employees who have used the same phone setup for years.
Underuse of features that could boost efficiency
Voicemail-to-email. Softphones. Mobile access. If your team is unsure about the available features or how to use them, those tools will sit idle. You’ll miss out on the very benefits that drove the switch.
IT teams are overwhelmed with support requests
When staff are not trained, your internal IT team (or your Managed Service Provider) ends up fielding dozens of the same questions. That slows down the transition and creates avoidable delays.
What to Tell Your Team Before the Switch Happens
When the change is happening, and why
Let your staff know the date of the switch well in advance. Explain the reason behind it, whether it’s better features, improved reliability, or supporting remote work. People are more accepting of change when they understand the motivation.
What the new system will improve (and what will be different)
Outline the key improvements they can expect. Will voicemail now go to email? Will they answer calls through their computer? Will there be a mobile app?
Also mention anything that might feel different so they aren’t caught off guard.
How to log in, answer calls, transfer, and check voicemail
Give clear instructions for the most common tasks. If the system includes softphones or browser-based tools, walk people through what to expect the first time they log in.
Where to go for help and support after launch
Let your team know who to contact if something is not working. That might be your IT team, a help desk, or your phone system provider. The clearer this is, the less frustration there will be on day one.
Key Features Your Team Should Know How to Use
Modern phone systems offer a wide range of features. Focus on the ones your staff will use most often:
Call forwarding, voicemail-to-email, and softphones
These features allow users to take calls on the go, stay responsive, and avoid having to check a desk phone manually. Most VoIP systems include these by default.
Mobile apps and remote access options
If your system includes a mobile app, ensure staff are aware of how to download and log in. This is a key benefit for remote workers and field teams.
Presence indicators and team calling features
Presence tools show who is available, on a call, or away. Call groups or ring-all features ensure that teams can answer inbound calls collectively when someone is unavailable.
Call recording, hold queues, or auto attendants (if applicable)
If your business uses call queues, recording, or automated greetings, train staff on how those tools work. For example, who can access recorded calls? Who updates the auto attendant?
How to Roll Out the New Phone System Smoothly
Train your team before day one
Do not wait until after the system is live. Host a short training session a few days before the switch so users can see how the new system works and ask questions in a low-pressure setting.
Provide cheat sheets, how-to videos, or quick guides
One-pagers, screenshots, or short videos can be extremely helpful. Focus on login instructions, voicemail setup, and how to place or transfer calls.
Keep it simple. These reference materials reduce repeat questions and help users become more confident faster.
Assign “power users” or internal champions
Identify one or two people in each department to become early experts. They can help answer questions, lead by example, and report any recurring issues.
This reduces the burden on your IT support team and builds trust with staff.
Make it easy for employees to ask questions and get help
Whether it’s an email address, a help desk, or a Slack channel, provide a clear path for staff to get assistance. The easier it is to report an issue, the less likely it is to disrupt productivity.
Final Thoughts: The Right Prep For a New Office Phone System Makes All the Difference
Switching phone systems can unlock powerful benefits, such as enhanced mobility, reduced costs, and improved call handling. But if your team is not prepared, the transition can feel chaotic and frustrating.
Here is what to remember:
- Communicate early and explain the reason for the switch
- Train staff before the go-live date
- Highlight the most relevant features for day-to-day use.
- Provide reference materials and support after launch.
A smooth rollout is not about the technology. It is about how well your people are supported through the change.
Planning to switch your phone system?AIS helps businesses transition to VoIP and cloud-based systems with minimal disruption and complete employee training. Contact us for a step-by-step implementation plan.
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