Call centers has become an integral part of most companies, where customer care is delivered by staff sitting in call center that is working day and night. As technology and consumer behavior change, so do the needs of companies. VoIP which was conceptually devised over a decade ago is becoming a reality today to ensure efficient interaction of businesses with their customers. Adopting an integrated telecommunication solution is the ability to realize the benefits and maximize the effectiveness of call center resource. While VoIP is still a fairly young technology, several large companies including AT&T, Verizon, and Sprint have come to count on its convenience and efficiency. Here are the top 10 benefits of VoIP technology in call center
- Better integrations – Unlike in a traditional telephony system where it is connected to a “brain box” housed in certain location in the office, VoIP technology only needs the internet and your headset. Since VoIP technology hosts data securely in the cloud, it can easily integrate with other software applications. Why is this an advantage? When you use a cloud-based phone system along with other relevant tools such as CRM tools, sales trackers, helpdesk platforms, and chat features, you get a comprehensive software network that has every tool you need to run a fully functional call center. his is a feature that is very costly and difficult to achieve in the traditional telephony system.
- Enhance call center performance – Efficiency is such as important metric to monitor in a call center. Why? It measures how well the call center make use of its available time to answer calls. Ideally the lower time with higher number of call the better. Customer satisfaction is directly linked to efficiency as customers feel happy if it’s easier for them to get hold of a live support. Most VoIP phone systems come with an intuitive interface that allows supervisors real-time monitoring capabilities and the ability to track Key Performance Indicators (KPIs). In addition, other VoIP phone solutions provide dashboards for the employees to monitor their own performance so they aware about the calls came into their queues. Better visibility of these figures helps not just the supervisor but the entire call center to put emphasis on specific metric to make immediate action.
- Effective call distribution – Refencing back to better integrations, VoIP systems allow call centers to integrate their Interactive Voice Response or IVR with their Automatic Call Distributor or ACD systems to improve call routing. ACD system is key to better call allocation as it helps the call center to manage all its inbound calls. IVR systems on the other hand help route callers to the most appropriate agent based on the reason for the call and ACD systems then direct the call to an available agent with the right skill set to address the caller’s needs. VoIP systems then may allow these two systems to work side by side ensure accurate routing and improve call resolution times.
- Call flow enhancement – VoIP cloud-based phone systems support advanced call flow features which aims to improve customer experience and response time. Traditional call routing and queuing includes recorded voice greetings and hold music, but VoIP phone systems may go beyond this to help improve and define what modern call center is. Modernization in call center via VoIP phone system includes queue prioritization, and redirection of calls in case callers have been waiting for too long. Moreover, advance features such as autodial and predictive dialing solutions are also available for outbound calling.
- Advanced customization – For call centers which offers multiple products or services, using Dialed Number Identification Service or DNIS is important to identify what number has been dialed on each incoming call. The call center then may analyze which of the products they are calling about. With VoIP’s advanced customization features, audio greetings and announcements can be customized for each DNIS so callers hear messages relevant to the purpose of their call.
- Easy implementation and reliability – In a traditional telephony system or on-prem phone system, changes such as removing, adding, or updating hardware entail costs. Take note that potential downtime may happen during these changes, specially hardware update. However, using a cloud-based VoIP phone system you don’t need to worry about having high cost and downtime. Once deployed, VoIP can be configured to address any changes to call volumes or customer service needs without any operational downtime.
VoIP is the next generation of telecommunication technology. It is an effective way to modernize your call center and improve your efficiency. For example, VoIP can streamline communications among multiple phone lines. It also saves money from your monthly telephone bills. Moreover, the call center industry will have a lot of new choices when it comes to switch technologies in the near future, thanks to the capabilities of VoIP. The benefits are likely to be very positive in the long run and should make the whole telecommunications process smoother overall.If you are planning to upgrade your call center but are not sure if VoIP is a wise decision, talk to us today. Beyontel is a vendor-agnostic IT consulting firm that specializes VoIP and Unified Communications. Book a 15-minute discovery for a free consultation.
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