Improve your call center operations with hosted VoIP services

Traditional call center solutions were considered quite expensive for call center operators around the world. They had numerous undesirable & unnecessary expenses including hardware costs, maintenance issues, repairs & upgrade problems. But with the passage of time, technology has improved enough especially in case of call center business.  Because now you have a great opportunity to avoid all unnecessary costs by utilizing hosted VoIP services, in which the service providers will install an app on your desktop,  and you are good to go without utilizing any hardware.

Advanced telephony platforms:

VoIP call center service providers offer highly advanced and technological telephony platforms that have several features. These features are hard to find with old or conventional call center solutions. Another added advantage is that all the agents can be distributed geographically and can make calls to their clients from home or an office. This type of call center is also called cloud-based call centers or virtual call center.

Traditional call center phone systems can easily fall short when it comes to errors, efficiency, and lack of integration. But in case of VoIP call centers, there are dozens of different systems running that includes predictive dialers, workforce management tools, auto-dialers, CRM databases, order processing features, IP PBX solutions, interactive voice response system and much more.

Improve your call centers with VoIP

VoIP call centers allow all the agents to communicate rapidly with the new prospects & customers, with quite a high level of efficiency. Here are some advanced features highlighted that increase the productivity of the business.

1.     Unified messaging:

A reliable call center should make it easy for customers to reach you on their own terms. You can do this by offering them the multi-channel message integration platform. All the agents must have some important tools that can track and communicate with different contacts, using phone, email support, chat and different web services, such as social media that can maximize user satisfaction and increase call center efficiency.

2.     IVR (Interactive voice response):

In case of inbound call centers, your callers must be able to route themselves to different departments or relevant agent. This process can be managed by IVR, for example, the callers will hear a pre-recorded message that might say ‘thank you for calling, press 1 to connect with finance department’.

3.     CRM integration:

Every call center must be able to connect with the reliable CRM systems, such as NetSuite, Salesforce, Microsoft Dynamics, Zendesk or Zoho, that can maximize the efficiency of call center agents.

4.     Dialers:

There are two major types of dialers that are mainly used to enhance the productivity and sales. Predictive dialers and Auto-dialers, predictive dialer will only dial out the call if the agent is available to respond. If there are 25 agents available, the predictive dialer will only make 25 calls. On the other side, auto dialers will dial out multiple calls simultaneously for the purpose of delivering an important message to their customers.

5.     Web-based configuration tools:

VoIP call centers usually run over the cloud, they provide complete access to the user & administrative features from anywhere in the world along with the best level of authorization. VoIP call center solution should always offer the reliable web-based configuration tool which simply offers the complete administrator level access in order to carry out different tasks like scheduling the major hours of operation, management of queues and creation of different IVR scripts.

Every call center should be able to meet the needs of their clients by providing hosted VoIP solutions that are mentioned above. If you are looking in search of such reliable call center, you can simply visit https://www.voipterminator.com/ for best experiences and guidelines.