The purpose of your business call center is to be communicating constantly. As the central point of contact for your help desk support, the call center deals with the steady incoming press of clients calling for either customer service or technical assistance. Your talented and indomitably cheerful staff members are on the phones all day long, chatting with customers, sorting out problems, and creating a positive support experience. A common and very recently outdated misconception is that any company that wants a call center will have to pay the usual hefty phone bill and go through the rigors of line installation. Fortunately, as the world of incredibly efficient software grows, new solutions to old questions are being discovered. VOIP, or Voice over IP, is gaining popularity as a practical and cost-effective replacement to the classic business phone system. Here are seven key reasons why your call center could benefit from replacing the old phone lines with VOIP.
1 Smooth Setup
The first thing to realize about VOIP is that it’s completely software based. All that hassle about phone jacks and special wiring has finally been obsoleted by the new SaaS internet world. No wires, proprietary boxes, or unfamiliar installation guys coming over to put in the wires. Installing VOIP onto one machine or hundreds of them requires nothing but a little configuration. Many VOIP services are, in fact, 100% cloud based meaning there’s not even any software that needs to be installed on each machine, simply an intuitive online interface that manages your calls.
2 Hassle Free Scaling
One of the hallmarks of a growing business is the need to add more people and teams to an already established task. With physical phone lines, every time you want to add five more call center support techs, you would need to either already have phone lines paid for that were not in use or bring in the installation guy again to wire up five more phones. With VOIP, all you need to do is add five new seats to your dashboard and get your recruits logged into their new phone system. The same principle applies to shrinking a team as well, simply remove the extra seat from your VOIP management interface. You never need to have more access points open than you have employees to fill them.
3 Mobile Flexibility
Almost every VOIP platform has complete mobile access in app form. This allows you to extend assigned phone numbers to employee mobile devices because the phone numbers are connected to a cloud service and not any brick-and-mortar location or phone line connection. With this kind of freedom, if you’ve been thinking about change then this is a great time to look at your call center policies. With diverse and mobile VOIP, your call center could work from home, be ‘remote only’ or even take working travel vacations because they will be able to answer their call center assigned phone numbers from anywhere with wifi or data access.
4 CRM Integration
Unlike phone lines, VOIP shares the same kind of data as your CRM and other business management software, and is quite inter-operable. This means you can integrate the calls made through your VOIP service with CRM data, logging who is contacted, when, and for how long. More intuitive software can even auto-transcribe the conversations and log that as well, creating a truly comprehensive client contact history through the beauty of unified systems and automation.
5 Cost Effective
VOIP services are usually based on a modest subscription fee and low per-minute rate and all together it’s still nothing compared to the exorbitant prices of phone companies supporting multiple lines. VOIP, on the other hand, runs on a surprisingly small amount of bandwidth and you’re already paying for company-wide high-speed internet. To top it all off, even international calls are less expensive with the cloud-based VOIP because the internet is a more universal system to work with.
6. Cloud Services
Most if not all VOIP providers adhere to the Saas philosophy that their clients accessing the cloud also deserve service and support of the software they’re providing you. This means that any trouble you might ever have with the VOIP function or service will be quickly and professionally addressed if taken back to your provider. Cloud services are an increasingly popular way to cater to customers and your company could profoundly benefit from the B2B support provided your chosen VOIP service.
7. Overall Better ROI
Comparing the two systems, starting from scratch, the first thing that becomes apparent is all the extra little costs that come with a traditional phone line system. The PBX, dialer, installation appointments, and necessary physical equipment are all added to the initial setup fee and then monthly costs of maintaining a traditional system. Setting up a VOIP call center, on the other hand, requires a business subscription plus a simple fee for each seat in your call center. No extra equipment is needed, though you may choose to equip your team with headsets, and if there is per-minute fee is is usually quite low. The two systems side-by-side make the comparative ROI incredibly apparent.
VOIP takes less setup, less equipment, less monthly overhead, and comes with its own SaaS support service. Whether you’re about to open a new call center or are thinking about renovating an existing office, you have every reason to invest in VOIP as your primary voice contact system. For more information on Voice over IP services, contact us today!