Call centers have made massive changes over the past decade. They have transformed from an essential cost-center with entry-level staff, to an essential driver of brand differentiation, customer satisfaction, and revenue generation. If your business hasn’t upgraded its call center experience, you are falling behind the curve. That’s where VoIP comes into the picture. Voice over Internet Protocol (VoIP) technology can transform the functioning of your call center.
Call center owners like you would love to notice the cost savings because of switching to a hosted PBX solution, and customers would appreciate the variety of features that are just not possible for call centers depending on older phone systems.
What is VoIP?
VoIP is a new form of digital telephone service in which calls are sent and fetched over the Internet. The technology allows you to make phone calls via a broadband internet connection rather than through a traditional telephone line. To use Voice over IP phone systems, all users must have a high-speed internet connection and a VoIP phone service provider. It includes features that are not available with landlines such as auto-attendants, E911, voicemail transcriptions, unified communications, HD Voice & Video, and more. These features come standard with all VoIP plans.
Advantages of VoIP for virtual call centers
Flexible and customizable options for call center growth
Since calls are routed through the internet, call center staff have the flexibility to work from wherever, as long as the internet connection is present. The chance to build a remote team can keep the overhead costs down even as you expand, and improve employee retention.
Also, with VoIP, call queues can be set up to funnel callers to agents and hold callers in line when the agents are busy. Voicemail messages can be forwarded to the agent’s emails so that they can listen and respond to them as soon as possible. Also, auto-attendant menus can present callers with vital FAQ information, empowering callers with self-service options while also decreasing the number of calls your staff has to answer.
Integration of unified communications for better customer service
Communicating with customers on whatever platform your staff prefers is easy with VoIP technology. This cloud-based technology enables the call centers to easily integrate unified communications into their call center. This enables the call center agents to communicate with customers via email, SMS, instant messaging, and other web-based communication methods in addition to voice.
Use the IVR technology to manage increased call volumes
By selecting the VoIP system, call centers can use technology like Interactive Voice Response (IVR) to handle high volumes of calls. This enables customers to do some of the work for themselves and leaves your call center staff free to handle more complicated requests or questions. The IVR system can manage basic requests such as routing to the correct department, paying bills, finding out account data, or searching for store locations or hours.
Using the IVR technology at your call center can extend your customer support to 24 hours for these basic requests and can take voicemails for live agents to return to during daily operating hours.
Real-time queue dashboard
VoIP platforms offer queue supervisors a queue dashboard that displays a real-time overview of the call centers’ call queues. This dashboard can be used to see which agents are logged into the queue, which agents are currently on calls, how long each caller has been waiting, how many callers are waiting in the queue, and much more information.
VoIP service providers offer numerous highly advanced, next-generation calling, video, texting, and conferencing features. With VoIP solutions, many of them are customizable to place your business at the top of professionalism and efficiency. Network features are designed to make sure your business never misses a beat – keeping your infrastructure at the tip of your fingers at all crucial times.
The affordability of VoIP communication software offered by SPARK Services enables call centers of all sizes the ability to provide their caller cultured communication services and ultimately a higher level of customer service. SPARK is a computer, voice, and web company dedicated to bringing you the best in web design, networking, and computer-related services. If you are looking for reliable customer service, dependability, trust, and a cost-effective solution to your needs, get in touch with us. The expert services of our dedicated team of professionals are always at your disposal.
We also offer specialized plans tailored to your specific requirements, allowing you to make changes on the go, making it easier for your business to scale. SPARK gives you the peace of mind that comes from knowing that you’ve made a smart and well-informed decision.