Voice over IP (VoIP) networks lower costs and create more efficient solutions for consumers and providers alike, and as the wireless industry continues to embrace this new method of calling over the Internet, call centers have also begun to incorporate VoIP technologies into their internal workings.
A recent blog post from AVOXI shed some light on the influx of virtual call centers and outsourced call centers, both of which are made possible by VoIP. Here are a few reasons why VoIP technology and virtual contact centers go hand-in-hand.
VoIP Technology Saves Call Costs
VoIP networks lower costs and create more efficient solutions for consumers and providers alike, and is the key factor behind making a virtual call center possible. PSTN relies on circuit switching; when phone calls are routed through analogy phone technology it can be slow and costly. Traditional phone providers have to charge more per minute, whether it is a local or long distance call. VoIP technology uses the Internet, so it doesn’t matter how far a call travels across the country, the cost doesn’t change. VoIP providers don’t charge extra per minute, rather, it is just a low monthly fee for unlimited calling; and allows call centers to have international toll free services and unlimited international calling.
VoIP Increases the Ability to Work from Home
VoIP software is cheaper, making it less costly for call centers to operate in the U.S. and creating more opportunities for employees to work from home, especially for those who are constricted to their homes due to personal or physical reason; and making it possible for virtual call centers to prosper. This will essentially be helping one of the largest issues the U.S. faces, which is the high unemployment rate. And thanks to inexpensive costs of solutions like automated call distribution and interactive voice response, agents are equipped with all the necessary tools to create a successful customer experience.
The ‘Best of the Best’ at a Lower Cost
Since VoIP eliminates the factor of distance, call centers can hire the best of the best agents in the country, rather than a single city or state. As long as an employee has Internet access, they can connect to a call center network and continue answering calls. This will decrease the need to rent a large office space and will allow a call center to expand its services without having to purchase more space, or the hassle of purchasing more phone lines. Also, virtual call centers run off bandwidth, so there is no limitation on how many calls can be received or how many agents can answer calls, thus increasing productivity levels.
For more information on the benefits of VoIP in the virtual call center,
click here.
Edited by Rachel Ramsey