When 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.