Monthly Archives: June 2021

Consider Choosing VOIP for Your Call Center

Team of diverse employees working for a call center company.

Using a reliable VoIP service for your call center business provides flexibility for your business

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.

Reduced Costs

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.

4 Benefits of a Live Answer Help Desk

Woman working in a call center live help desk using a headset and computer to attend to calls.

Live Answer help desk provides fast tech support to customers

A new breed of consumers has forced businesses to make changes to their methods of communication. One of the most challenging aspects of making these adjustments is the fact that buyers want to communicate with a member of your help desk in real-time. One of the most effective ways to connect with current customers and potential customers to meet them in a channel they are comfortable with. Today, this is digitally and on your website via a live help desk.

Responding better and faster to a lead or a potential customer will leave a better first impression than making customers wait for someone to address their needs. Not only will this make them happier, but it can have a major impact on your ability to convert. A live answer help desk is one of the quickest methods of customer service, but it used to be frustrating.

Customers would sit there waiting for twenty minutes waiting for someone to connect only to be disconnected or directed to contact someone by phone. Customers would sit there wondering why the live answer help desk even existed if it was not going to work. So, why exactly do customers prefer to use a Live Answer Help Desk? Let’s find out:

Live Answer Saves Time

When it comes to your customers and potential customers, they will expect the same quick response they receive when they use their favorite electronic devices and equipment. One of the best ways to improve your business is by maximizing efficiency and productivity in the same amount of time. Live Answer can help.

One of the first things you can do is to analyze response times and how long it takes to resolve an issue. After these actions, you will be able to discover that Live Answer can help you reduce these times significantly. By using Live Answer, your customers can receive answers to their questions in 2 minutes. With Live Answer, there are no automated hoops to go through; customers will get their opportunity to speak to a trained and knowledgeable technician.

Live Answer Increases Sales

If you are looking for new and fresh ways to grow your business, then Live Answer could be your answer. When you have a live answer option on your website, it can have a significant impact on sales. Many customers prefer buying from websites with a live chat option. Customers can get instant answers to their queries, and live support options during the checkout process can increase conversation rates.

Many customers also need to speak to a real person before making a purchase online. Without a live help desk option, you can be missing out on sales. With live help desk options, you can be on your way to increasing sales and helping your buyers in the process.

Live Answer Provides Tech Support

Live Answer agents are trained to follow protocols and provide information to customers and clients to ensure their technical and IT problems are properly addressed. Live Answer agents can troubleshoot or offer suggestions and resolve problems without any interference. Some clients may need tech support and IT support urgently.

When a client, employee, customer, etc. is faced with an urgent need, they will want their issue to be quickly responded to and fixed before the issue turns into a major catastrophe. Live Answer agents will be on alert at all times, providing an immediate response to chats, phone calls, and emails.

Gain A Competitive Advantage

While it is true that many companies have implemented Live Answer options on their website, but not so many that it has become ordinary in every industry. This presents a great opportunity for your company. You can step out and quickly gain a competitive advantage over your competition by offering this option.

A Live Answer help desk will allow you to get ahead of your competition. You have the opportunity to put your offering in place before your competitors. Make Live Answer help desk an option and improve the level of customer service you offer. Once you gain an understanding of how the Live Answer Help Desk will work, you will be able to arm yourself with the tools you need to create leads and convert them into long-lasting and loyal customers.

If you are ready to get a head start on your competition, contact us today.