Last year, Alan Masarek made news as he left Google to become Vonage’s new CEO.
Headsets? Check. Phones? Check. VoIP phone system?
Transferring a call center’s phone system to an IP-based Internet calling network is the best way to handle more calls with less hassle, while simultaneously saving money. These phone networks use Voice over Internet Protocol technology, which is commonly shortened to VoIP.
VoIP phone calling benefits call centers in a variety of ways. It helps them create a stronger company image, provides free and effective call management tools, and call recording features to improve performance.
Business VoIP providers offer plans that are specifically tailored to the needs of call centers. Other phone systems have a hard time dealing with the combination of high call frequency and low call duration, but VoIP’s lower bandwidth usage comes to the rescue. Below are 4 of the best reasons why call centers should switch to VoIP today.
VoIP providers offer virtual phone numbers to their clients, which forward calls made to a customizable phone number directly to a calling center. The custom area codes for these numbers function as if they originated from that region, including the associated low rate of local calling for both parties.
Virtual numbers in the same area code as a target demographic give the impression that there is a call center in that region. This makes customers feel important to the company, and much more agreeable on the phone. It also leads them to think that the company is larger than it actually is.
Having a toll-free number gives a business the national presence that it might not otherwise have. Instead of having a virtual number for every city in the country, a single toll-free number serves as a catch-all for connecting users to a calling center.
Toll-free numbers aren’t exclusive to VoIP, but there are some notable features exclusive to the service. For starters, toll-free numbers are offered at a much lower rate with VoIP than without. VoIP providers can also block toll-free numbers coming from unwanted sources like payphones at the click of a button, with the effects taking place immediately.
Say goodbye to phone maintenance, because hosted PBX systems provided by business VoIP eliminate the need for on-site hardware. A traditional PBX phone management system requires almost constant maintenance, which wastes both time and money. They are also expensive to purchase and install.
For a low monthly rate, call centers can simply connect to an off-site PBX that is located at the VoIP Provider’s facilities. From there, all of the hard work and skilled labor is done behind the scenes, letting call centers focus on actually taking and making calls instead of tinkering with the phone system all day. As long as the phones are connected to the Internet, businesses have all the features of a PBX with none of the annoyance.
Calls sent in a digital format are compressed more densely than traditional analog phone signals, which allows them to send a higher call quality. They also require a far smaller infrastructure than the miles of telephone wires stretching across the country, which lowers the required costs for making calls. In fact, most VoIP providers offer unlimited calling standard.
Higher audio quality means that customers will never have to hear a garbled message again, which boosts relations further. These features and others make VoIP the best choice for calling centers that want to increase their effectiveness while decreasing costs.