Frequently asked questions

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Overview

Why do I need VoCoVo?

VoCoVo has been proven to increase productivity, improve customer service and maximise resources. Don’t just take our word for it, literally thousands of people are using VoCoVo team communications solutions every day, making their lives easier and their customers happier.

Who are our UK customers?

Tesco, ASDA, The Co-operative, Pets at Home, Wickes, Halfords, Dunelm Mills and Primark.

Is VoCoVo just ‘team headsets’?

In short, no.

Crystal clear, multi-way team communication is just ground-level functionality and VoCoVo smart headset are just part of a family of VoCoVo hardware that combines to bring a voice-led tech layer to operations and service delivery.

A VoCoVo install has the potential to impact store, backroom and warehouse operations at every level, in every department.  

Is VoCoVo the same as a two way radio?

No, VoCoVo is very different from two way radios. VoCoVo uses digitally encoded speech which means it is more secure and significantly clearer than normal two way radio. VoCoVo also uses duplex speech which means that two or more people can speak at the same time, similar to having a conversation on the telephone.

Will VoCoVo overload my Wi-Fi?

No.

Instead of competing with wifi dependent systems, VoCoVo runs on its own frequency dedicated to carry voice communication in a local environment. If your wifi goes down, no big deal. VoCoVo keeps on running and the show goes on.

An internet connection is required should you want to access additional features such as our insight portal, customisable Call Points and various integrations.

Can I install the system myself?

An entry level VoCoVo solution is designed to be simple, quick and easy to install. If you can put up a shelf, you can install VoCoVo. For larger scale VoCoVo solutions we offer installation services by our team of trained engineers.

Can I get a demo? How?

Of course. Just get our attention via LiveChat, LinkedIn, phone, email or by completing this request form.

I want to know more, what do I do next?

Call us on +44 (0) 3301 373789 or email on [email protected] and we can get things moving and have you up and running with VoCoVo in no time, letting you take the next step to great customer service.

Device Infomation

How long does it take for headsets to charge?

0-50% = 90 minutes charging time

0-100% = < 4 hours charging time

What is the battery life of a headset from a single charge?

From a full charge, the battery will last up to 48 hour.

What is the range of the system?

Virtually limitless.

A basic VoCoVo ‘Go’ setup powered by a single Base Unit will cater effortlessly for most small and medium sites.

Repeaters around a single Base Unit amplify the signal into hard-to-reach corners. Whether you need more Base Units or Repeaters will come down to the site footprint.

For enterprise and warehouse scale installs covering vast floor space, you’ll need a Controller Unit able to service around 1000 headsets across vast, olympic-scale sites.

We’ll hand-hold teams with granular training and will also offer guidance on the ‘perfect fit’ VoCoVo install for what you’d like to achieve in the spaces you’d like to achieve it in.

What is the coverage of a single base unit provide?

A single base unit can cover up to 84,000 sq ft however store infrastructure and internal layout can affect this. For retail-park style, open space stores, a base unit typically covers 25,000 sq ft. For high street stores with older buildings we see a base unit cover around 10,000 sq ft.

Are there different ways to wear the headset?

There are three different wearing styles for the VoCoVo headset. We offer headbands (over-head/ear), neckbands (over-head/ear) and ear hooks (in-ear). These wearing styles are interchangeable and the headset simply clicks on.

Should I have my own wearing style?

For hygiene reasons, we suggest that every colleague that will be using headsets has their own wearing style. Headsets are shared devices.

How do I clean the VoCoVo endpoints?

Use a 70% isopropyl alcohol wipe or Clorox disinfecting wipes and gently wipe the exterior surfaces of your VoCoVo devices. Do not use bleach, avoid getting moisture in any openings and do not submerged the devices in any cleaning agents as this will result in damage.

How many headsets can a base unit hold?

Each base unit will hold 29 voices (headsets, keypads, call points or handsets) but there is no limit to the amount of base units a store can have.

How many headsets can I run from a single install?

Dependant on your solution.

If you have a basic VoCoVo ‘Go’ setup, then 29 headsets is your limit.

By simply connecting a VoCoVo Controller, you’ll have a much broader signal range and device capacity. Comfortably you’ll be able to serve 1000 headsets simultaneously.

How many people can speak at one time over the conference?

VoCoVo provides full-duplex capability, allowing six people to be able to talk at one time. This gives colleagues the ability to have multiple conversations at one time without needing to wait for others to finish.

What is the weight of the headset?

The headset is a lightweight device, with a total weight of 45g (including wearing style)

How robust is the headset?

The VoCoVo headset is a robust device, built for busy retail environments. The headset is capable of being dropped from 1.7m.

What if I have hearing impairments?

VoCoVo offers a handset and T-coil adapter for those who have hearing impairments. This gives colleagues the same capabilities as the headset and still allows for discreet communication.

Do I need Call Points and Keypads?

No, you may choose an entry level configuration of VoCoVo that is a voice system. This is perfect for independent retailers looking to improve staff communication within their store by replacing noisy loud speaker messages. VoCoVo can really make a difference to the customer experience, improve efficiency on the shop floor and at the checkout. If you wish to upgrade you may add some or all of the additional features (such as Call Points and Keypads) at a time to suit you.

Customer Care

Do you provide training and support?

Yes, we have video tutorials available online showing you how to get the best out of VoCoVo and our technical support team are available online to help with any additional questions.

What is our warranty policy?

All products hold a one year manufacturers warranty which is automatically registered upon dispatch from our premises. Warranty registration of the products is not required from the Customer, as records are held centrally by VoCoVo.

What is our warranty process?

Upon receipt of goods-in, VoCoVo will record each return by the date received, customer purchase order number, part number, serial number and reason for return. VoCoVo will then perform a technical assessment. The technical assessment will categorise the item into one of the following: STD (Standard Warranty), BER (Beyond Economical Repair) or NFF (No Fault Found).

Upon receipt of approval by the customer, the item will be repaired or replaced, logged out and returned within 5-10 working days by courier.

What’s the product lifespan? Do things need replacing frequently?

VoCoVo hardware is light, durable and robust enough to get knocked around in busy environments without damage. With a failure rate of 3%, you shouldn’t need to replace anything often.

Who do I contact if I have a support issue/question?

For any support/technical issues, please contact [email protected]

What support packages do we offer?

We offer three different support packages to customers; extended 5 year warranty, MaaS and DaaS. Please see ‘VoCoVo ARR Care Packages’ for comparisons.

When are software updates sent to the controller?

Upon roll-out, VoCoVo will agree to Change Management with the customer, detailing when and how often software updates will be applied to the stores. Typically, this is when the stores are closed and are done once every 3 months. 

What is the failure rate of in-store equipment?

The total failure rate for all VoCoVo equipment in-store is below 2%. It is important to remember that this does not include BER.

For retail stores, we suggest the following buffer stock quantities: 

  • 0-3% for infrastructure (controllers, base units, chargeracks and desk stands)
  • 5-10% for endpoints (headsets, handsets, call points and keypads)
  • 10-15% for consumables (headbands, neckbands and ear hooks)

Operations

Do I need special wiring or power connections?

No, VoCoVo can be connected to a standard electrical socket or an electrical spur. To get the best from the system we recommend that the Controller is positioned in a central location and mounted high up to improve coverage.

Do I need any special licenses because it uses Radio?

No, VoCoVo uses a license free radio frequency, which means you do not need permission or pay a license fee to use it. Furthermore because the technology we use is digitally encrypted it is less likely to interfere with other radio frequencies.

How many stores can you dispatch a week?

We typically dispatch 50 stores a week, however this can be increased if required.

For a roll-out, how is kit sent?

We configure and box kit on a store-by-store basis so that it is easy for installers to identify what kit is required for any store. This can then either be sent to a central location (HQ or installation company) or can be sent to each individual store.

What are your lead times?

VoCoVo equipment typically runs on a 3-month lead time. We typically hold enough stock to start a major roll-out so that the customer does not have to wait 3-months to begin.


For ad-hoc or smaller orders, we have a 3-5 day lead time.

For a major roll-out, how long do you need to mobilise?

From the point of PO, assuming legals, network and commercials are agreed, we require 10 days to mobilise and begin site surveys.

Why do you need to survey every store prior to installation?

The infrastructure of each store is different and so will have different signal coverage strength. By completing a site survey, we can determine how many base units are required, where they are best positioned throughout the store, if there is room in the comms cabinet for our controller and what cabling is required. This eliminates the risk of re-visits and aborted installations.

Are site surveys and hard installations intrusive?

Site surveys are non-intrusive to the store. A survey involves moving a base unit around the store and measuring a signal reading off of a VoCoVo handset. This is all done on the shop-floor by a trained installation professional. 

For hard installations that involve cabling and attaching base units at height, it is highly recommended for this work to be complete out of trading hours.

How long does it take to install VoCoVo?

Depending on the size and complexity of the system, VoCoVo can be installed in a few hours with the minimum of fuss.

Tech

What is the up-time of VoCoVo software?

The System Management Platform runs at 99.5% uptime. If this platform was to go down or could not be accessed because of WiFi issues, this will not affect the kit in-store.

What is included in the System Management Platform?

The SMP enables users to remotely access and support all stores, view battery health, pull usage reports and schedule messages that can be typed, spoken or attached to a single controller or a group of controllers.

What are the different user levels for the System Management Platform?

The SMP allows for two user levels: admin or general user. 

General Users have the following capabilities: 

  • View reports from stores
  • Record, type or attach messages and schedule them to a single or group of controllers
  • View battery health of endpoints

Administrators have the above capabilities as well as the following: 

  • Delete and edit devices
  • View events
  • Edit locations
  • Reboot base units
  • Reboot controllers
  • Re-name stores
  • Export reports as CSV

Finance

What are your standard payment terms?

Payment should be received within 30 days from invoice.

Who do I contact if I have a payment issue/question?

Just email –

[email protected]

What is the notice period for price changes?

VoCoVo will notify the customer of any changes in pricing 60 days in advance. These prices will annually not exceed a 5% increase and will be substantiated with supporting documentation.

Start your journey towards a better connected team.