We all know that the success of every business is proportional to the effectiveness of their communication, right? Every business relationship is built on a trust that's often gained through good communication.
So, the question now is, how can you maintain this awesome communication while expanding your business?
In order to establish great communication with their customers, most businesses in the US keep separated call centers. Gone are those days when call centers were treated as costly departments that are mainly intended for entry level employees or considered to be services that can only be outsourced. Nothing is the same anymore. Nowadays, most businesses do not rely on traditional phone system for their call center services. The main reason is because they are fed up with all the legacy hassles that are associated with call centers. As businesses strive to offer impeccable customer services, look for ways to save money, provide an easy-to-use system without hardware acquisition and maintenance while being equipped with advanced phone features,
they tend to break off from the traditional phone system and leap on to VoIP
. However, the handling of a call center isn't a piece of cake. The real challenge lies in your phone system. It is obvious that your phone system determines how or what your call center will look like; your call center is basically established around your phone system. Therefore, you need to ensure that your provider offers uptime services, reliable communication, and a batch of features that will help you manage a lot of incoming calls efficiently. In VoIP call centers, calls are usually made or received using an ordinary desktop, laptop, smartphone or any other device that can access the internet. Unlike traditional phone systems, VoIP
offers advanced communication modes that allow even small businesses to run professional call centers. Going straight to the point, let's consider the advantages that your call center can derive from using VoIP: - Simple Infrastructure, no hardware required! - Automated system via self-served menu - Unified communication - Astonishing affordability - Significant cost cutting - Great for remote and mobile business - Flexibility and scalability - Vast pool of features.
SETTING UP A PHONE SYSTEM IN YOUR CALL CENTER HAS NEVER BEEN EASIER
While using the traditional PBX phone system, many of you have probably faced challenges such as buying and maintaining older telephones, being dependent on your phone company installers, complex hard-wiring, switching, and other costly telephony requirements. You can operate the system on your own but the truth of the matter is, operating it alone is not easy at all and you may eventually need to get some IT staff. Sum up your possible expenses on installation, maintenance, and support and you'll realize that traditional phone systems represent the definition of expensive. On the other hand, when you switch to VoIP, your provider will be in charge of the whole set-up and upgrade process. This will give your IT guys the time to focus on their core responsibilities as they won't be wasting time on phone system configurations.
HD VOICE COMMUNICATION IS NO LONGER A LUXURY
Have you ever considered how much money you spend on your legacy call center phone system? What if you could invest that money into the development of your business? VoIP offers you this opportunity. With VoIP, all you'll need to do is pay for a single internet line, which will be responsible for your voice communication and your data transmission. You don't have to buy expensive phones, metal wires, switches and other old-fashioned equipment for your call center. All of your calls can be made from an internet-enabled device. You can also make use of office phones if you feel more comfortable with them; the choice is yours. All of these competitive edges enables VoIP vendors to provide unlimited nationwide calling but also reduce international call charges to a comparatively low price.
THE GAP BETWEEN SMALL AND LARGE BUSINESSES IS BRIDGED VIA A RICH SET OF FEATURES
VoIP provides some highly regarded features
that will help you boost your productivity. Most customers are naturally impatient, and just a little delay may make them become frustrated or cause dissatisfaction. Traditional phones provide simple and basic call features such as voicemail and call forwarding; only large businesses could afford state-of-the-art centers, which were usually equipped with additional features
. However, since the inception of VoIP, the situation has taken a great turnaround. VoIP comes in a feature-enriched package
that leaves a positive impact on the productivity of your employees and on workflow efficiency in both large and small enterprises. Features like call recording and monitoring can help you track your employees so as to be sure if they’re showing appropriate attitude towards each of your customers. Call queuing is another cool feature for you call center. No more dissatisfied customers, no more complains; you'll also be able to queue your customers and inform them about their approximate waiting duration.
BRING ALL OF YOUR AGENTS UNDER ONE ROOF
It is very important to be able to reach your best employees whenever the need arises. With VoIP, no matter where they are -even if it's abroad- you have the power to do this. Since calls and data are routed through the internet, they can all work anywhere as long as they can access the internet. Remote working availability provides your company with the ability to co-operate with highly talented and technology-oriented home-based agents. Using this kind of staffing will help you bring all of your talented employees together into one virtual office; you'll also enjoy the benefit of not having to pay for a physical office space, lighting, heating, taxes, etc.
UNIFY ALL COMMUNICATION CHANNELS ACROSS YOUR BUSINESS
Thanks to unified communication solutions, you can use multiple channels to serve your customers. With VoIP, your employees can simultaneously use emails, instant messaging, and other web communication mediums to interact effectively with your customers, and also, with each other. Additionally, features like conference bridges and video calls enable you to connect your employees that are located in different geographical areas. Although some providers require extra charges for these features, they are less expensive than planning a business trip. UC minimizes the probability of missed calls, thereby enabling your call center employees to work on the go. Finally, VoIP bridges the gap between superior communication and call center. Don't you think it's time to upgrade your call center? The ball is in your court.