VoIP phone service providers have changed the way call centers operate. Modern day call centers aren?t just for receiving customer support calls anymore. Businesses are looking for ways to make their offices better.
Reduced costs
Operating call centers can be expensive. From salaries to office equipment, employing a call center can be a costly endeavor. By choosing VoIP phone services over traditional phone services, you can reduce the cost. Other advantages include:
*You can consolidate your business? utilities by eliminating traditional telephone services in favor of a single, merged network. When only one network is used for voice and information technology, the costs of maintenance and support are reduced.
*VoIP systems are evolving into the complete package for all business communications, including phone calls, voice mail, email, and fax. By allowing both voice and data communications over a single network, business infrastructure costs are greatly reduced.
*Because VoIP uses the Internet when calling, there is no more worrying about long distance calls. Some providers offer long distance calls for free, while others offer it at a reduced cost. Some providers even give you the opportunity to choose between international and domestic plans so that you can cater to where your customers are calling.
*Plans for VoIP phone systems tend to be less than that of traditional phones. As of 2011, the average monthly cost of business-class VOIP phone service was $30 per month. This means some plans are even less than that per month.
*Using an IP contact center can help make your operation more scalable, which helps you when it is time to expand without possibly costly infrastructure investments.
Increased productivity
Businesses are always looking for ways to increase office productivity. Making the transition from traditional phone systems to VoIP-based call centers allows representatives to provide the customer with better service in a timelier manner. Whether you choose to integrate CRM with your VoIP phone system or not, VoIP-based systems have the ability to increase call center productivity.
*Inbound screen pops are one way VoIP-CRM integration can add efficiency and productivity to a call center. Some VoIP phone systems can identify incoming phone calls from customers, instantly recalling data from an organization's CRM system. When a call comes in, the call center agent receives a pop-up window on their desktop with a complete outline of the customer's relationship with the company.
*If you have agents that work remotely, or you want agents to be able to do so after hours, consider VoIP?s mobility. Mobile VoIP allows voice calls to be made on mobile phones using VoIP and is available as an additional phone option for VoIP subscribers. Some systems allow for mobile voice mail, conference calling, and interactive voice menus.
*VoIP allows you to stay in contact with more people in more ways. More and more providers are finding ways to integrate real-time communication services beyond calling ? think instant messaging and video conferencing. You don?t always need a phone to communicate with VoIP.
*If you?re not someone who likes to listen to voicemails, many VoIP service providers allow for voicemails to be transcribed to emails or text messages. At some businesses, this helps the agent respond to customer questions in a timelier manner than with a traditional phone system. You are then also able to forward the message on if someone else is more equipped to respond.
Better customer service
The capabilities and features of some VoIP service providers allow the agents to better assist customers. With some of the options listed above, it is evident that representatives can manage calls more closely. Call centers are based in customer service and VoIP can help a company increase customer satisfaction.
*By having inbound screen pop ups and the ability to route calls to knowledgeable representatives allows callers to receive quick and informational responses.
*Because of call forwarding, customer representatives within a call center may speak with the same client again and again, enhancing the bond between the business and the buyer.
*When voicemails are forwarded to email inboxes and phones as a text message, call center agents can know exactly why someone is calling and provide him or her with a prompt and accurate response when returning the call.
Call centers have to adapt as technology improves and as customer service questions pour in. Determining which features can help your business the most will help you make a decision about whether or not VoIP is a right fit at your call center. VoIP has impacted the industry by allowing agents to provide greater customer service in a timelier manner.
About the author:
Erica Bell is a small business writer who focuses on topics such as phone systems and social media trends. She is a web content writer for Business.com.?
Orignal Author:?
Erica Bell, Web Content Writer, Business.com
Source: http://www.enterpriseinnovation.net/content/voip-reduces-call-center-cost-improves-productivity
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