While recent years have seen various changes in the way call centers operate, many call centers continue to operate legacy landline phone systems. However, as the owner of a call center, there are many benefits that you stand to gain by upgrading to a modern voice over internet protocol (VoIP) phone system for your business. Not only do call center owners benefit from reduced costs with VoIP, but agents and customers alike will benefit from improved features and customer service. If your call center continues to rely on a landline phone system, here is a look at just a few of the reasons you should consider adopting VoIP.
One of the main reasons call center operators choose to adopt VoIP phone systems is that doing so can help to reduce costs. The fact is that call centers utilizing landline phone systems can be extremely expensive to set up and operate due to the cost of setting up lines, paying for equipment, and paying costly calling rates. Additionally, future upgrades and expansions can be costly with legacy phone systems should additional lines be needed. These costs can add up quickly and eat into your profits.
Alternatively, VoIP phone systems are known to be much cheaper to set up and maintain than legacy phone systems. By utilizing your existing internet network, it is easy (and cost-effective) to add additional lines when needed, as you will not need new infrastructure. Additionally, VoIP rates are much cheaper, which can help some call centers to save as much as 40% on operating costs.
Better Customer Service With Unified Communications
VoIP phone systems can also give you more ways to contact and connect with your customers with integrated unified communications. VoIP’s internet-based nature makes it easy to integrate email, instant messaging, SMS, and other web-based communication methods into your VoIP system, giving your employees more ways to connect with customers. This can improve customer satisfaction, as you will be providing customers with more ways to contact you should they feel more comfortable with alternative methods of communication.
Another popular benefit of VoIP phone systems is that they are extremely mobile. In a business environment where it is becoming common for people to work from home, or on the go when traveling, it is important for call center employees to be able to stay connected. While landline phone numbers are tied to a given location, VoIP systems can be accessed anywhere the user has a stable internet connection. This gives you the flexibility to allow your employees to work from home, or you may even choose to hire remote employees from other regions who are more qualified for the job. VoIP phone systems can then bring a new level of flexibility to call centers.
Customization and Scalability
One of the biggest problems with landline phone systems is that they are extremely difficult to scale. For growing call centers, adding additional lines is no simple task as new infrastructure will likely be needed. Alternatively, adding a new user with VoIP can be done at the touch of a button. This makes it simple for you to scale your call center up or down based on your current needs without any additional stress.
VoIP phone systems are not only easy to scale, but they can be customized in additional ways to meet your needs. From choosing customized hold music to adding additional auto attendants, you can fine-tune your VoIP phone service to meet your exact needs.
More call centers are ditching legacy phone systems in favor of VoIP due to the many benefits internet-based phone services can provide. Feel free to contact us to learn more about how your call center could benefit from adopting a VoIP phone service.