When businesses make the vital decision to implement a Voice over Internet Protocol (VoIP)-based call center, they will see an array of advantages including the reduction of operating costs and no longer being forced to spend additional capital on training their IT department on how to use the next-generation system.
“The training for a VoIP system is very similar to the training you receive when you get a new traditional phone system,” said Alex Desberg, a 20-year veteran of Internet technology who currently works at Ohio.net. “VoIP is another tool, similar to features such call transfer or conferencing. The technology is not hard to grasp.”
With a VoIP call center in place, companies all over the globe can now worry less about how outdated technology is negatively affecting their sales and instead concentrate on the ways they can drive customer satisfaction.
In a recent article, Desberg went into detail about VoIP and why call centers need to leverage this technology before it is too late.
While call centers used to mandate a PBX (News - Alert) phone system which is extremely expensive, VoIP completely rids firms of this need as it is hosted completely in the cloud. This also enhances scalability as call centers can ramp up or down according to individual needs at the time. While businesses used to need multiple phone lines which bring a hefty price tag (News - Alert), “in the VoIP world, the features aren’t line by line, they are phone by phone, so you never run out of calling lines. VoIP call center services are ideal for small to medium-sized organizations that want to provide call center-type services without making a huge investment,” he added.
VoIP call center services can bring bountiful benefits to virtually any industry. Any company that caters to a large geographical region yet demand a local number in every location can leverage a VoIP call center services to provide a local number even though the calls are answered by offsite agents. Car dealerships in particular are key candidates for this offering as these auto sellers are known to have varying call volumes, depending on different days and times. With the call queuing capability powered by VoIP, service managers can handle calls in a highly efficient manner which eliminates customers from getting frustrated and potentially going to a competitor.
Further, call centers demand an offering in place that has a high level of flexibility so changes can be made on the fly. As FCC (News - Alert) regulations are causing things to change in regards to intra/interstate laws and the different ways the government is changing how telecom will be built, VoIP call center providers need to change accordingly to ensure they are in full compliance with just passed legislation.
PowerNet Global is one major company that knows what it takes to be considered a best-in-breed VoIP call center provider as well as a community leader. Last week, TMCnet reported that the company will be sponsoring the second Annual Blazin’ With Love 5K Run/Walk and Cornhole Tournament. The proceeds of the event will go to the Leukemia and Lymphoma Society, the Tri-State Southern Ohio Chapter.
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Edited by Allison Boccamazzo