Call centers have made some large changes over the past decade. They have evolved from a necessary cost-center with entry-level staff, to an important driver of brand differentiation, revenue generation, and customer satisfaction. If you haven’t upgraded your call center experience, you are falling behind the curve.
Adopting voice-over-Internet protocol (VoIP) technology can transform your call center. Call center owners will love the noticeable cost savings as a result of switching to a hosted PBX solution, and customers and call center agents will love the variety of features that are just not possible for call centers relying on older phone systems. Let’s take a closer look at what VoIP is and how it can take your call center to the next level.
VoIP stands for Voice Over Internet Protocol. It is also frequently called internet calling, IP telephony, and voice over network. Whatever term you choose to use, the technology allows you to make phone calls via a broadband internet connection rather than through a traditional telephone line.
By utilizing your internet to transmit and receive calls, VoIP offers more advanced features and flexibility than a traditional phone service ever could. Below is a breakdown of some of the advantages VoIP phone systems can offer your call center.
Call centers utilizing traditional phone services are expensive to set up and operate due to the high cost of transmission lines, equipment, phones, and calling rates. And let’s not forget additional costs for future upgrades and expansions. It all adds up quickly and can eat into your Call Center’s profitability fast.
In contrast, VoIP services for call centers are cheaper than most landline options. By utilizing your existing internet infrastructure rather than adding a new system or additional hardware you can save big on the initial set-up. The internet-based technology also allows vendors to offer lower monthly subscriptions, which means a lower monthly bill. In fact, switching to a VoIP service can save your call center up to 40%. Plus, the digital service continuously upgrades, which means you don’t need to shell out major dough for an infrastructure overhaul just to keep up with the latest technology.
Communicating with customers on whatever platform they prefer is easy with VoIP technology. This cloud-based technology allows call centers to easily integrate unified communications into their call center. This allows call center agents to interact with customers via email, instant messaging, SMS, and other web-based communication methods in addition to voice. Try doing all of that with traditional phone service.
Since calls are routed through the Internet, call center agents have the flexibility to work from wherever, as long as an Internet connection is available. The opportunity to build a remote team can keep overhead costs down even as you expand, and improve employee retention.
Your VoIP software also allows for a great deal of customization. Want to customize your on-hold music or messages? Add multi-lingual or self-serve menus? All of these personalizations are possible and can take your call center to the next level.
By choosing a VoIP system, call centers can leverage technology like Interactive Voice Response (IVR) to manage high volumes of inbound calls. This allows customers to do some of the work for themselves and leaves your call center agents free to handle more complicated questions or requests. IVR systems can handle basic requests such as paying bills, finding out account information, routing to the right department, or finding our store hours and locations.
Implementing IVR at your call center can extend your customer support to 24 hours for these basic requests and can take voicemails for live agents to return to during regular operating hours. Check out how the NYC Board of Elections utilized IVR for the call center to handle spikes in calls during election season.
VoIP technology also has some great reporting and monitoring tools that are ideal for training new staff, improving call quality, and identify better ways to serve customers. For instance, supervisors can listen in on calls to make sure the right approach is used to address customer’s needs. Similarly, new employees can listen in on calls for training purposes without the customer knowing he or she is on the phone. Call center VoIP solutions also offer a customizable dashboard that can display employee-centric figures such as:
This useful monitoring tool allows call center managers to oversee their workforce and keep efficiency high.
VoIP technology can also integrate with Outlook, CRMs, and other applications, allowing managers to keep track of business relationships. For instance, by integrating your call center solution with a CRM you can track which customers have called more than once about the same problem. Or you can keep track of how many times a promising lead called. By monitoring these relationship-centric KPIs, managers can monitor and streamline sales, customer service, and other processes.
The affordability of VoIP communication software provided by DiRAD Technologies enables call centers of all sizes the ability to offer their callers sophisticated communication services and ultimately a higher level of customer service. Since 1984 DiRAD has offered innovative communication solutions to complex problems. If you are interested in making the switch to a VoIP call center solution, let’s chat!
Publish Date: April 29, 2021 2:55 PM
|1.)||3D Vision Consulting|
. Contact Center setup, management and transformation across all key components including Vision & Strategy, People, Technology, Quality, Processes, Communication and Facilities.
• Customer Experience strategy, design and implementation across multiple delivery channels.
• Design and implementation of full-cycle Ticket/Complaint Management Process/System.
• Develop Customer Satisfaction, Staff Satisfaction and Staff Motivation strategy and programs.
• Develop end-to-end Business Processes, efficient SOPs and well-structured SLAs.
• Build modern customer communication channels including Live Chat, AI Chat Bots, WhatsApp and Social Media Integration.
• Design Sales/Telesales structure, p...
|2.)||Call Center Masters|
Giving consulting services to call centers
|3.)||CC-CMM Certification Institute|
Service Journey Thinking
Service Journey Thinking is a comprehensive approach for improving the experience customers have along the service journey. It considers the service journey not only from the customer’s perspective, but it also examines the components that support the experience, including people, technology, processes and policies. By applying Service Journey Thinking, COPC Inc. helps brands promote greater efficiency, improved performance and reduced cost within their operations. For customers, this means reduced effort, improved satisfaction and enhanced loyalty.
Call Centers, Contact Centers and Cloud Solutions Consultancies
|6.)||Customer Support Asia|
Customer Support Asia assures the success of service offshoring initiatives in the Philippines. Our consultancy serves both:
- clients that have service partners in the Philippines, and need to implement a major service initiative (performance/CX improvement, service change, site expansion, etc); and
- clients that desire to outsource services to the Philippines for the first time, and need expert help to qualify an an "ideal fit" partner, and manage an end-to-end service transition
We support both contact center services and "back office" BPO projects, limiting our practice to sites in the Philippines
Contact Centre Specialist Consulting
CX Consult provides specialist contact centre consulting with decades of experience across Australia and Asia/Pacific lead by industry expert Justin Tippett. Services include health checks, optimisation, outsourcing (local and offshore), technology upgrades, strategy and more.
Whether you have a 5 seat contact centre or a large multi-site operation we'll provide you with expert advice to ensure you can achieve your business objectives.
|8.)||ERIC YOUNG ASSOCIATES (Tele-Centre Assist Inc.)|
Contact Center Consulting & Profit Improvement (Lean Six Sigma), Inside Sales, Efficiencies, Call Center Audit, Technology & vendor selection, Telephony, Recruiting, Training, Performance Management, Customer Journey Mapping, Software (CRM) Implementations
|9.)||Lieber & Associates|
Contact Center Consulting
Lieber & Associates assists organizations with contact center issues.This includes management, processes, training, and technology. The firm's assessments evaluate and make recommendations for 15 call center areas ranging from call seasonalities to staffing to better use of the telephone systems. Contact center technology services range from new technology selection and implementation to problem-solving and optimization to technical trouble-shooting. Senior consultants have more than 20 years of experience each and are leaders in their discipline. Clients span most business sectors.
Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.
Outsourcing Solutions Europe is an advisory firm that helps companies to find the right contact center/BPO partner to serve European customers
|12.)||PCA Advisors Ltd|
Contact Center Sales - growth and marketing strategies
I work with contact centers to position their companies to take advantage of opportunities that exist for them. We also work with their existing sales team to improve their communication and hunting skills. 'Growth' is our greatest ability.
Pelorus Associates is a market research and marketing communications company that assists developers of contact center solutions by providing in-depth market research and by authoring white papers, e-books, and blog posts.
We can help You boost Your business results by:
- Building or developing high performing multi-channel customer care operations
- Improving metrics like Customer Satisfaction, Net Promoter Score (NPS), Customer Effort Score (CES), First Contact Resolution (FCR), Customer Retention rate, Inbound conversions
- Developing Your teams' skills to excel front and back-office operations and Customer relations
- Preparing and executing efficient Voice of the Customer and Customer Advocacy approach
- We will help You manage challenges and risks when changes affect people, operations and technology.
PT VADS Indonesia provides consultancies with trainers, modules, a development programs for individuals and/or teams. Types of consultancies provided by PT VADS: Knowledge Process, Transformation Consultancy, Customer Services, Contact Center, Leadership, Interpersonal Development, Motivation, Training for Trainers and Digital Marketing.
|16.)||SCC Services Group|
Contact Center Operations Performance Management
In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.
Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.
Our consulting practice puts emphasis on:
- Contact Center Operational Assessments
- Human Capital Management
- Organizational Structure
- Brand Marketing
- Strategic Planning
- Sales and Customer Care Tra...
|17.)||The Taylor Reach Group|
Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.
Taylor Reach has worked with contact cen...
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