Improve Customer Service and Retention with VoIP Call Centers

shutterstock_340318367smWhen choosing a service or product, savvy customers are now beginning to rank customer service considerations higher than price. Since call centers figure largely in the customer relationship equation, making the change to Voice over Internet Protocol (VoIP) is a cost-effective method for increasing customer relationship management (CRM) performance metrics.

VoIP offers business benefits that meet the needs of today’s consumers. And although call center technology has never been a piece of cake, the enhanced features and heightened security of this telephone service make it an investment that will deliver efficient results.

Call Distribution Agility

With VoIP, call center routing is improved. A variety of options allow businesses to build customized, flexible solutions for incoming calls. Providers are able to offer call center management that allows for specific procedures. For example, businesses may choose to direct calls through regular, weighted, or other distribution methods, enabling them to make decisions concerning the best form of service to provide for their customers.

Improved Operator Provisions

Many organizations face seasonally high-volume calls, predictable times when regular call center capacity is inadequate to meet the amplified need. For situations such as this, as well as during marketing campaigns and in the event of severe weather, VoIP-enabled contact centers allow organizations to increase operators and scale phone lines so that customer wait times aren’t also increased with the surge in calls.

Enhanced Infrastructure and Automation

VoIP offers businesses cost-effective strategies for managing and orchestrating remote workers through an infrastructure that facilitates simplified internal call transfers. With an agile infrastructure, companies can reduce operating costs by increasing their remote workforce.

VoIP call center systems also improve automation, establishing faster routing to the right person or department by employing interactive voice recognition (IVR). Instead of having to listen to lengthy menus, customers are able to simply speak their requests, which is a time-saving benefit that limits frustration and confusion.

Sense of Urgency

The advantages provided by this type of call center combine to create an impression of urgency that is key for retaining current buyers and attracting new ones. Customers feel that their call is a priority when it is routed to the correct person quickly. Establishing this aspect of customer service is essential for competing in today’s global marketplace.

With the benefits VoIP offers, such as crystal clear communications, improved routing, voice recognition, and enhanced flexibility, businesses can enrich their call center experience and provide customers with the ability to speak with a human much faster, thus improving overall customer satisfaction.

When to Consider Updating Call Center Software

shutterstock_207082261After a company first implements call center software in its business operations, it may be a long time before employees realize that certain useful capabilities are missing. These capabilities might range from the ability to handle higher call volumes to more efficient video conferencing. Following are several signs that it may be time to upgrade a business’s call center software.


Certain Call Center Features Are Missing

One of the main problems with traditional call center services is the need to purchase certain features separately. Whether it’s additional software or equipment, it will likely cost more than a company is willing to spend.

Thankfully, newer software packages come with many different features, including call forwarding and social media integration.

The Current Software Limits the Company’s Growth

The lack of scalability in call center technology can greatly hinder a company’s ability to grow. Call centers need to expand with new employees and more capable technology during peak seasons, but traditional onsite call centers don’t typically allow for this.

Using a virtual call center allows for greater scalability and provides solutions that accommodate additional employees and subsequent software needs.

There Is a Lack of Continuity

Another issue with traditional call centers is the overall lack of disaster recovery capabilities. If call centers are located onsite, there’s a smaller chance of effective recovery when the network goes down. There are certain steps companies should take to ensure that their call centers have sufficient continuity implemented.

A company could discuss with its current provider the upgrades that would help deploy an effective data recovery solution. Alternatively, a business could switch over to a virtual call center that comes with plenty of redundancy in the event of data loss.

If all a business needs is added data redundancy, it may be better off sticking with its current provider and only using that additional service. However, if other important features such as improved scalability are noticeably missing, turning to a virtual call center provider may be a more inexpensive and efficient solution to the continuity issue.

The Call Center Is Simply Not Worth the Cost

The cost of running a traditional call center can be particularly high, taking into account certain maintenance and upgrade costs along with other expenses.

Cloud-based virtual call centers, on the other hand, are typically much more affordable, and provide companies with all of the features they need in convenient packages. No upfront capital investment is required, and companies usually only pay a set monthly fee along with payments for total minutes used. Virtual call centers also eliminate the need for a dedicated IT team, as providers are responsible for maintenance and upgrades.

Is an Upgrade Appropriate?

These are just some of the many reasons companies might consider upgrading their call center software. If any of the above issues are recognizable, it may be time for a business to look for a virtual call center solution that can meet all of its needs without requiring a massive investment.