Here is a list of answers to the most frequently asked questions from our many business clients. Should you have a question not appearing or answered below, please do not hesitate to email us at info@usavoicedata.com. We try to respond to all questions within 24 hours.
Working with USA Voice & Data:
Why should I order my services through a broker (like USA Voice & Data) rather than directly via a carrier's direct sales force? What are the advantages?
There are numerous benefits of using a telecom broker, but the most compelling are probably their objectivity, expertise and ability to provide you not only the most competitive pricing, but also a higher level of ongoing support than you would receive from working with a direct carrier sales representative. USA Voice & Data orders services for hundreds of businesses and thus we can guarantee our clients get the best pricing for their telecom services and also get preferred levels of ongoing support for those services. Direct carrier sales forces cannot beat USA Voice & Data's pricing and provide little if any support to their clients once they close the sale.
If I need some help reviewing my current infrastructure and assessing my ongoing requirements/most appropriate services solution going forward, how much does it cost to leverage USA Voice & Data's expertise and Advisory Services?
USA Voice & Data charges a one-time Engagement Fee for our Advisory Services. This Engagement Fee is a flat 50% of your current monthly telecom spend and comes with a Return On Investment (ROI) guarantee.
How does USA Voice & Data's ROI guarantee work?
If USA Voice & Data is unable to identify a solution for you that, in six months would have you realize equivalent savings or upgrade value to the Engagement Fee you have paid, we will refund any difference up to the full value of the Engagement Fee.
If I fully understand my requirements and just need to collect some competitive pricing from a number of different carriers, how much does it cost to leverage USA Voice & Data's Brokering Services?
There is no cost (ZERO) to business clients who fully understand their requirements and just want to leverage our Brokering Services and purchasing expertise. We just require commitment that new services are ordered through us (as their broker) so we receive appropriate sales commissions from the service provider eventually selected by our clients.
Implementation of new Telecom, Data Center & Networking Services:
How long does it take to implement new telecom services?
The timeline for implementing business telecom services is much greater than consumer services and is very much dependent upon the type of service and what existing facilities the carrier has either in or nearby your building.
- Businesses implementing lower end POTs, DSL or Cable services might expect an implementation timeframe between one and two weeks.
- Businesses implementing mid-tier T1 based voice or data services might expect an implementation timeframe between thirty to forty five days.
- Businesses implementing higher tier Ethernet, DS3 or OC level services might expect considerably longer implementation timeframes unless their selected provider has already fiber in their building.
Will there be downtime when cutting over to my new services?
Some downtime is inevitable as worldwide databases are updated to register your phone numbers with your new service provider and your new provider's network as the final destination for your calls. Downtime can be minimized by completing thorough testing of your new circuits and equipment prior to completing the final cutover and number porting.
Will I be able to port my existing number to a new carrier?
Yes, all carriers are legally required to release numbers provided you are current with your required bill payments. However, depending on the type of services are being ordered, occasionally you may run into a situation where your numbers are no longer supported by the local central office. In these instances, Remote Call Forwards or more modern telecom services allowing remote telephone numbers must be ordered.
Will I be able to keep my existing IP addresses if I change provider?
No. There is no similar legal requirement for providers to allow porting of IP addresses.
What day of the week and time of day is it best to schedule the cutover to our new services and the porting of our numbers?
While cutovers and number porting are pretty standardized processes, this is a very important decision as you want to make sure you maximize the expert provisioning resources available to help you should something have been overlooked. As a result, while it may not be feasible for business reasons, we recommend cutting over services and porting numbers first thing in the business day, rather than at the end of the business day. We also advise against scheduling cutovers and number porting on Fridays or the end of the business week. By following this advice, we have found that your phone and IT vendors have access to all the necessary provider support to work out any issues in a timely manner.
When should I disconnect my old services and close my old carrier account?
Most businesses are keen to close their old provider accounts as soon as possible once their new services are up and running satisfactorily in order to avoid having to pay for duplicate services. Unless those costs are prohibitive, we recommend keeping your old services and accounts in place for a week or until you feel comfortable with the quality and reliability of your new services. When that time has come, be sure to send your old provider notice in writing or via email that you wish to terminate your account and services so you have a record of your request.
What additional costs might be incurred when implementing new services?
So long as you are not looking for an expedited install, most carriers are willing to waive installation charges for businesses services when you sign a two-year or longer contract agreement. Don't forget however, you will likely be charged a fee for extending the new services to your suite (particularly if you are working in a high-rise building) and you will also need to pay your phone vendor and/or your IT vendor for their time in supporting your services testing, cutover and number porting.
Billing:
Will I get a monthly telecom bill from USA Voice & Data?
No. In the same way that you never see an invoice from your local independent insurance agent, you will not receive an invoice from USA Voice & Data for your telecom services. When you pay the invoice for your new services (from whichever service provider you select), USA Voice & Data will be paid a small monthly commission as one of their approved independent agents.
Why is my first telecom bill much higher than the contracted monthly rate?
All telecom service providers bill for their monthly services in advance and their usage in arrears. What this means is that unless you happen to turn up your service on the very first day of your monthly billing cycle, you will pay not only for the first full month in advance, but also for the fraction of a month that falls between your turn-up date and beginning of your next billing cycle.
For example, if your contracted monthly rate is $500 and your billing cycle runs on the 1st of the month but you turn-up your services on April 10th, then on May 1st for your first invoice you will be billed for the month of May and also the 20 days of service already received in April. This equates to ((1 + 20/30) x $500) = $833 + any usage charges you incur before May 1st + associated surcharges and taxes.
What will happen to my billing if I let my contracts expire?
Unless you have negotiated otherwise or you have notified them in writing 90 days or more in advance that you do not wish to auto-renew at the end of your current term, most provider contracts will auto-renew for another full contract term. Some carriers, including some of the largest such as AT&T, do not auto-renew their contracts, but instead begin billing you at the highly inflated non-contracted rates. These higher rates can be more than double the contracted rates you are used to paying. Do not get caught by your current provider's end of contract tricks, dig out your contract and email a copy to USA Voice & Data and we will help you take advantage of the opportunity your contract expiration presents to save you 20% to 40% in ongoing telecom costs.
Cost Reduction Strategies
What are the top 15 ways to reduce my telecom costs?
- Golden rule #1 – More than 12 lines replace POTS with PRI.
- Golden rule #2 – More than 5 lines and DSL/Cable replace with integrated voice and data T1 services.
- Golden rule #3 – There is more to telecom costs than service costs. TCO (Total Cost of Ownership) also includes equipment, maintenance and management costs and these can be significant. These costs can be radically reduced by using VoIP.
- Golden rule #4 – The Traditional PBX is dead. When it is time to replace your existing equipment, a business VoIP solution of one nature or another (Hosted Softswitch or Premise IPBX) will be more cost effective. The timing of your upgrade should be based upon TCO and/or productivity concerns.
- Golden rule #5 – A VoIP upgrade should be considered before any service contract extension and only by completing a detailed TCO analysis and reviewing productivity concerns can an informed decision be made.
- Golden rule #6 – If resilience is key then the Hosted Softswitch solution trumps all others.
- Golden rule #7 – If long-term minimal cost is key, the Premise IPBX solution trumps all others.
- Golden rule #8 – If minimal capital outlay is key, the Hosted Softswitch solution trumps all others.
- Golden rule #9 – For high usage go "Flat," for low go "Measured."
- Golden rule #10 – Non profits be aware of your tax benefits.
- Golden rule #11 – If you have large cellular spend and operate in multiple states, use specialists to minimize your cellular taxes.
- Golden rule #12 – Call reporting is no longer just about tracking costs, it can now be used to proactively manage costs.
- Golden rule #13 – Affordable CTI is available and it can be used to reduce call duration while increasing the quality of customer service and caller satisfaction.
- Golden rule #14 – Network Consolidation. Resistance is futile! You cannot stop IP.
- Golden rule #15 – Network Consolidation. Why manage two or more networks when you can manage one, or better yet, offload it to an expert to manage so you can focus on your business?
How can I reduce the surcharges and taxes I am paying on my telecom services?
Different telecom services are subject to different surcharges and taxes. More modern IP-based telecom services are subject to fewer surcharges and lower taxes, so you should consider upgrading your services to more modern IP services even if the monthly service costs themselves are much the same. Additionally, tax rates vary widely by location, with different, states, counties and municipalities setting their own rates. This presents savings opportunities for businesses operating in different locations.
Post Implementation Service Issues:
Who do I call for a service issue?
Your first call to address a service issue should be to your service provider. Make sure they open a trouble ticket and give you a trouble ticket number so if you need to call back, they will be able to access it quickly and provide you with a status update. If you are a USA Voice & Data client, we ask you to email us and let us know of the issue you are facing and the trouble ticket number, so that we can chase the service provider for speedier resolution.
What support can I expect from USA Voice & Data when I experience a service issue?
USA Voice & Data is able to escalate issues for our clients to see that any issues are handled quickly and efficiently by the service providers and the phone and IT vendors. As one of our clients, should you feel your provider is not addressing your service issue quickly enough, or not meeting their contracted Service Level Agreement then do not hesitate contact USA Voice & Data for expedited escalation and to request credits for service outages. Our providers are keen to see our clients' issues are resolved quickly, as they know we will not continue to recommend their services unless they continue to offer exemplary service.
For more information call 312-604-3070 today or email info@usavoicedata.com.