Call Centre Solutions – Can VoIP boost your ROI?
It is no secret; call centers have been around for years
. Without them, businesses large and small would probably not function as efficiently as they do. Having a call center saves time, improves customer service relations, and increases overall productivity.
Call center solutions vary widely in function, volume and location. Depending on the size of your business and your company's needs, call management systems can be set up in-house, or can be outsourced. Both have their set of advantages and drawbacks.
Companies with a high volume of customer service orders, information demands and technical assistance requests, often prefer an inbound contact center. Having an in-house system allows them to:
Offer detailed customer support 24/7
Minimize the need for skilled manpower
Improve their market penetration
Speed up the turnaround time for new product/service launches
Give teams a chance to work simultaneously
Decrease response time
Manage, train and supervise their customer service representatives themselves, increasing production.
Having an in-house call center can also increase your revenue, especially if your business deals with local industries, such as real estate. A customer service representative located in India will lack some of the contextual information a local agent can provide (or quickly look up).
Although, the telephone is still a primary contact method, today, more and more people use alternative communication channels to deliver messages. Clients will now also use live chat, email, instant messages and faxes to get in touch with you. The more communication methods that are accepted by a company, the harder it will become to amalgamate all that information for proper processing.
The best approach to merge all incoming data is by choosing call center solutions that can handle all the various types of incoming messages, filter callers and direct them to the appropriate departments, and cut down on caller waiting time. In other words, a VoIP Call Centre.
Modern IP-based contact centers stand out, because of their ability to handle all forms of customer communication, as well as web collaboration, through a unique voice and data network. This specific technology allows businesses to create virtual contact centers that have no geographical limits, no time restrictions, and can manage a large number of sophisticated functions. Each customer inquiry will promptly be dealt with by the most qualified agent.
VoIP technology is one of the most valued call center solutions currently on the market simply because it can:
Improve efficiency Customer requests are directed immediately to the appropriate agent.
Reduce costs - There is only one data network to manage.
Boost productivity - Service capabilities are extended throughout the entire company.
Enhance customer loyalty Increased customer satisfaction will boost your company's image. Buying customers will return if they are pleased with your services, and can
choose a communication method that suits them best.
VoIP call centers are the logical choice for those businesses that value their customers. Giving your loyal patrons a chance to communicate in the way they feel most comfortable with will not only show them that you appreciate their business, but also respect their personal choices.
Call Centre Solutions Can VoIP boost your ROI?
By: Mia Cusack
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