Call centers have made significant changes over the past decade. They have evolved from a mandatory cost-center with basic staff, to a vital driver of customer satisfaction, revenue generation, and brand differentiation. You’re falling behind the curve if you haven’t upgraded your call center experience.
Adopting VoIP (or voice over internet protocol) technology can transform your call center. As a result of switching to a hosted PBX solution, cost center owners will definitely love the noticeable cost savings, and call center agents and customers will love the variety of features that are just not possible for call centers depending on older phone systems. Let’s closely see how VoIP can take your call center to the next level.
Minimize call center overhead with lower costs
It’s expensive to set up and operate call centers that utilize conventional phone services due to the high cost of calling rates, phones, equipment, and transmission lines. And let’s not forget extra costs for future expansions. It all adds up quickly and can eat into the profitability of the call center rather quickly.
Contrastingly, VoIP services for call centers are less expensive than most landline options. By using your current internet infrastructure instead of adding additional hardware or a new system, you can save big on the preliminary set-up. The internet-based technology also enables vendors to provide lower monthly subscriptions that translate into a lower monthly bill.
In fact, your call center can save up to 40% by switching to a VoIP service. Additionally, the digital service upgrades continuously, which means you don’t need to spend a big chunk of money for an infrastructure overhaul just to keep up with the latest technology.
Integration of Unified Communication for Better Customer Service
Interacting with customers on whatever platform they prefer is simpler with VoIP technology. This cloud technology enables call centers to easily integrate unified communications within their call center. This enables call center agents to communicate with customers through SMS, instant messaging, email, along with other web-based communication methods besides the voice. Try doing all of that with conventional phone service.
Flexible and Customizable Options for Call Center Growth
Since the internet is used to route the calls, call center agents have the flexibility to work from wherever you permit them, as long as there’s an available internet connection. Building a remote team can prevent overhead costs from increasing even as you expand and improve employee retention.
Your VoIP software also enables a great deal of customization. Want to customize your messages or on-hold music? Add self-serve or multi-lingual menus? All of these customization’s are possible and can advance your call center.
Use IVR Technology to Handle Increased Call Volumes
Call centers can take advantage of technology like IVR (or interactive voice response) to manage high volumes of inbound calls. This enables customers to do some of the work for themselves, leaving your call center agents free to deal with more complex requests or questions. IVR systems can handle basic questions including giving out account information, paying bills, or finding our store locations and hours.
By implementing IVR technology, your call center’s customer support can extend to 24 hours for basic requests and take voicemails for live agents so they can respond to them during normal operating hours.
Looking for VoIP in Atlanta? Give Lanstar a call now! We’re the leading providers of Voice over IP in Atlanta.
