ITP VoIP, a provider of virtual PBX solutions, revealed it will be helping to improve customer service call centers with a brand new, all digital phone call recording. Leveraging this newly launched virtual PBX (News - Alert) product, call center managers will increase their abilities to elevate both productivity and performance levels.
The virtual PBX service offers a number of complimentary features with a notable one being customer now are able to use call recording support. Through integrating this PBX technology into business operations, call centers can easily record and playback calls in order to identify common customer issues, improve service and reduce costs. This is very crucial as customer service managers need to make sure they are meeting quality expectations of their customers and businesses.
In addition, call center managers can also identify customer issues including common questions that can be resolved by placing additional information on either the company website or including it within instructional materials. Problems like workflow issues can now easily be handled by call agents, including the ability for managers to see how well call agents interact with one another.
By addressing frequently asked questions off the phone, call center managers can reduce overall call volume, giving themselves and their staffs more time to focus on priority calls.
Recently, ITP VoIP announced the launch of Internet phone plans for small businesses and home businesses. The VoIP plans combine the features of a traditional business system with the simplicity needed in a residential phone setup.
The company’s Home Office Unlimited VoIP business plan is a combination of the features found in ITP’s other plans and is designed to better serve the needs of home business customers.
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Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.
Edited by Jamie Epstein