VoIP Call Center Functionality Cutting the Tether Between Employees and Their Offices

By Jamie Epstein, TMCnet Web Editor

With recent statistics released from the U.S. Census Bureau showing that nearly 13.4 million people now work outside of offices in locations ranging from their homes to on the road, mobility that is offered via VoIP call centers is increasingly vital in keeping productivity levels where they should be. However, if workforces working outside of the physical office don’t have the ideal phone equipment available to them, it is unlikely they will be able to complete time-sensitive projects or help customers in any way, shape or form.

In a recent interview, John Putnam, vice president of Direct Sales, PowerNet Global (News - Alert) stated, “When a client is contacting you, you want to put your most professional foot forward. You don’t want your client to see that you’re sending calls to people working from home; you want them to get that same professional experience, regardless of where that call is being taken.”

Although telecommuting, the hot term nowadays for working remotely, can bring an abundance of benefits to any organization such as reducing costs business owners once needed to hand over for using huge facilities as well as the “heating, air conditioning, electricity, etc., that go along with having that person in your building,” flexibility is also ramped up significantly as customers can be assisted outside of normal business hours.

In addition to having an organized workspace, “telecommuters need technology that doesn’t limit their ability to do their jobs. With a home phone, someone within the household could pick up a phone and interrupt a call, and a cell phone only gives you the ability to answer and place calls. A cell phone also has more of a chance to be used for personal calls or get lost or stolen. However, with a dedicated work-from-home handset, you have the ability to transfer calls, put calls on hold, place conference calls and create hunt groups that select which of several phones will receive the call. This creates the appearance of the telecommuter being at your facility, while providing customers with a more professional experience,” Putnam added.

PowerNet Global is a telecommunications provider that powers a large portfolio of solutions that encompasses voice, data, SIP, and managed solutions, and is always creating and marketing new products that deliver unparalleled service to partners and customers alike. In fact, its NetDialer which is an outbound dialer, powers capabilities such as a free call back service, 24/7 local NOC (News - Alert) support, no monthly service fees and scalability. All of these functions are incredibly important to workers on-the-go and “employers get the best of both worlds by giving employees the flexibility of working from home one or two days per week, while keeping the same phone system and having the accountability that comes from seeing them daily and knowing they are working, he concluded.

Want to learn more about SIP Trunking and how to integrate it into your current UC strategy? Don’t miss the SIP Trunking- UC Seminars in South San Francisco on November 27, 2012.

(source: http://voip-call-center.tmcnet.com/articles/315826-voip-call-center-functionality-cutting-tether-between-employees.htm)