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How VoIP can Reduce Call Center Costs | WhichVoIP

Maintaining a customer-centric business organization has become an essential component of staying competitive. Besides product differentiation and quality, one of the most important elements of success is how a business interacts with its customers. Within that realm, an efficient call center goes a long way towards creating a customer-friendly environment.

The call center however, is often seen as a cost center. Although this point of view is somewhat misguided it is still unfortunately prevalent, which leads management to impose cuts during times of budgetary crisis. In reality, operating a state-of-the-art, fully staffed call center is a key element of delivering superior customer service—which in turn is a key element in retaining your customer base.

A Modern Call Center

Is it possible to create a modern call center that services the customer well, while still keeping costs in check? It is indeed. The greatest expenses in the call center are the personnel and the telephony infrastructure. Voice over Internet Protocol (VoIP) technology can help reduce costs on both fronts.

The call center is a major consumer of telecommunications services, both for making direct contact with customers, and for establishing connectivity between call centers and headquarters. Provisioning inbound toll-free numbers as well as outbound lines can be very costly. Implementing a VoIP framework throughout the call center will keep telecommunications costs to a minimum compared with traditional phone network service or private lines.

VoIP Benefits

As an added benefit, having implemented VoIP, the call center will be afforded numerous technological benefits that are not possible with traditional phone service. Because the VoIP calls can easily integrate with the computer desktop, the call center agents can have easy access to applications such as "screen pops," which identify a caller on the first ring, and then deliver information about that caller to the desktop by the time the agent answers the phone. VoIP telephony integrates very well with the full range of call center software, including call escalation, or self-service applications.

VoIP technology can also help to keep personnel costs to a minimum, at least indirectly. To see how, one must realize that call centers are one of the most widely outsourced functions in the corporate world. Because VoIP is much more destination-agnostic than traditional phone service, it matters very little in terms of cost whether the call center is located ten miles away from the corporate headquarters, or ten thousand. This naturally lends itself to the establishment of call centers in places throughout the world where labor is less expensive, yet equally qualified. India for example, has grown to become the primary call center location in the world for some of the largest US- and European-based corporations. Alternately, VoIP can also be implemented in such a way as to facilitate teleworking for the local call center staff; routing calls directly to the worker's home. Lastly, because VoIP technology is Internet-based, it becomes much easier for the call center staff to handle not only phone calls, but also email, instant message, and fax queries within the same interface.

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