Instead of traditional phone lines, VoIP phone systems operate over the internet instead of on-site infrastructure. On-premise phone systems have been replaced by VoIP systems as an effective alternative. Phone service providers can monitor and manage VoIP phone systems remotely by hosting them off-site in the cloud.
Modern businesses have become increasingly flexible as a result of cloud-based communication through cloud telephony. VoIP has also simplified the operations of call centers. To improve your call center’s functionality, consider the five benefits of switching to a VoIP phone system that we will explain in this article.
Boost Efficiency With Voip Phone Systems
Driving efficiency for call center supervisors relies on assessing and managing agent performance. VoIP phone systems have an intuitive interface that allows supervisors real-time monitoring capabilities and the ability to track KPIs. Agents can also use their dashboards to track their assigned call queues and review call resolution statistics. Increased visibility allows agents and supervisors to get call activity insights and increase efficiency by reviewing real-time statistics.
In addition to providing supervisors with additional monitoring tools to support agents, VoIP systems also provide call recording, which allows them to review customer interactions and join any active call. Through these features, effective oversight can be achieved, and valuable statistical insights can be gained to improve customer satisfaction levels and agent performance.
Call Distribution
Inbound call volume has been handled by Automatic Call Distribution (ACD) systems in call centers for many years. Hosted VoIP systems can improve call routing by integrating Interactive Voice Response (IVR) with ACD systems.
IVR systems direct callers to the best agent based on the reason for their call. ACD systems direct the call to an agent with the right skill set for the caller. To ensure accurate routing and improve call resolution times, VoIP phone systems allow these two systems to work together.
Advanced Customization
VoIP phone system’s in-bound call customization is something beyond auto-attendants and on-hold music. The Dialed Number Identification Service (DNIS) is used in inbound call centers to direct calls according to each DNIS’ specific purpose.
When a call center receives a call about several products or services, the business phone system that receives the call analyzes the DNIS to determine which product the caller is talking about. With using voip advanced customization features, audio greetings and announcements can be customized, meaning callers hear messages relevant to the purpose of their call.
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ACD provides agents with customized Whisper Announcements that prepare them for their next incoming calls. They can also be assigned based on dialed numbers (DNIS) or the ACD algorithm.
Administrators can use whisper announcements to give agents specific instructions about incoming calls before they connect to the callers. Agents can begin phone calls in response to the information provided by custom whisper announcements.
Call Flow Enhancement
Even though cloud-based phone systems support advanced call flow features, not all call routing and queuing flows are the same. Call queueing has long been a staple of call centers with greetings to hold music. VoIP phone systems take queueing and routing to a whole new level, providing tools that help call centers perform more efficiently.
VoIP call center services allow customers to reduce customer service pain points by prioritizing calls based on their time in the queue. A conditional routing system redirects stranded calls and calls that have been waiting for too long. Using automatic and predictive dialing solutions to make outbound calls allows for a higher call volume and reduces the time between calls. With these automated features, call center agents can spend more time ensuring customer satisfaction.
Easy Implementation And Scalability
You may be charged fees for removing, adding, or updating hardware when you change your on-premise phone system. Further, hardware maintenance to your on-premise phone system results in considerable downtime. Customer service providers are particularly adversely affected by that downtime.
If a VoIP phone system changes or is updated, no interruptions to business operations occur. Once deployed, VoIP can be scaled to meet customer service changes or call volume changes. With a call centre you can operate from multiple locations or your agents work remotely, VoIP phone systems let agents take calls wherever they are. With this flexibility, call centers of all sizes can create a more dynamic workforce and receive greater support.
VoIP is Better than Traditional Phone Services?
VoIP, or voice-over-internet protocol, is a newer type of phone service that uses the internet to make calls. These services are often said to be better than traditional phone services because they are cheaper, faster, and more reliable. VoIP also allows people to make calls from anywhere in the world. Some VoIP services even allow people to make calls without having a phone number.
Some people argue that VoIP is not as good as traditional phone services because it can be difficult to understand someone on a VOIP call. However, many people believe that VoIP is still the best option for some people.
Conclusion
Over the past decade, call centers have undergone many changes. They have evolved from a cost center with entry-level employees to an essential driver of brand differentiation, revenue generation, and customer satisfaction. You are falling behind the curve if you have not upgraded your call center experience.
Your call center can be transformed by adopting voice-over-Internet protocol (VoIP) technology. Switching to a hosted PBX solution will result in noticeable cost savings for call center owners. Customers and call center agents will appreciate the variety of features available to them that are not available for older phone systems.
