Are you considering setting up a VoIP call center but don’t know how to get started? If yes, then don’t worry this article will lessen your pain points.
The likelihood of business success largely depends on customer satisfaction. Traditional call centers won’t provide you with that. You know there’s a lot to cover, big bulks of call volume, and customers hanging up the call in the middle and being frustrated.
And all that heavy-weight stuff can be handled by VoIP call centers. Today, we’ll make you understand what a VoIP call center is and how to create one that unlocks success. Let’s get onto it.
What is a VoIP Call Center?
The VoIP call center is a cloud phone system that allows us to make and receive phone calls online.
Implementing VoIP technology in your call centers means you can make and receive calls online in real-time. Since it operates in the cloud, you don’t have to panic about high charges or fees.
Lately, all of the businesses, from small to big, have switched to VoIP systems. The main reason behind that is you don’t have to work with multiple different applications to communicate with one another. And that saves money.
For those who are unaware, VoIP stands for Voice Over Internet Protocol. The invention of VoIP made communication easier.
For making a call, whether domestic or international, traditional phone lines will charge you a hefty amount, which isn’t the case with VoIP. Currently, VoIP is widely used for telecommunication purposes rather than the old conventional method.
This same technology is also used in the call centers these days.
With VoIP call center solutions, you can make calls and arrange virtual meetings using several devices, like computers, tablets, smartphones, and iPhones.
It includes many features like global calling, automated voice messages, call forwarding, and more. All these features empower call centers to streamline operations and provide exceptional customer experience.
You might be interested in knowing: How to improve VoIP call quality?
Benefits of VoIP Call Center
Implementation of VoIP technology allows you to run your call center much more efficiently and enhance customer satisfaction. Let’s check out some of its benefits:
- High scalability: Call centers usually get a larger volume of calls. In such peak hours, the demands are high so in order to accomplish that you can add more agents.
- Lower costs: Since it operates via the cloud, there is no requirement for physical infrastructure and hardware setup. So, the costs associated with VoIP systems are on the downside.
- Flexibility: VoIP contact center supports omni-channel communication. Thus you can use several devices to make calls, like mobile phones, desktop computers, laptops, or desk phones. Plus, your agents can make and receive calls from any location only with the help of a stable internet connection.
- Actionable call tracking and analytics: With the VoIP contact center, you can keep track of all the incoming and outgoing calls. Keeping your eyes on key metrics is essential to handling and enhancing your call center performance.
Top 5 Tips for Setting up a VoIP Call Center
VoIP call center solutions allow businesses to go beyond the horizon and connect with customers globally. This ensures improved productivity in the call center environment. Here are some of the tips for setting up a VoIP call center.
Tip 1: Define Your Objectives and Goals
Before setting up a VoIP call center, identify your objectives or goals behind VoIP implementation. Start by asking yourself this simple question: what are the objectives or goals of your call center?
The reason may be different for every other individual. It may be to minimize call hold times, improve customer satisfaction, advertise products, manage outbound calling campaigns, or something else.
Once you clearly figure out your call center needs, setting up your VoIP call center becomes easy.
Also, make sure that the goals you set match the current state of your business and are realistic.
You need to calculate the time and money required for your call center phone system. Based on your call center objectives, you’re likely to designate a specific number of resources for call center services.
Tip 2: Choose the Right VoIP Technology
Today, you’ll find many companies providing virtual phone service in the market. Hence, finding a trustworthy and reliable VoIP provider is not that easy.
However, you must spend some ounce of your time and energy finding an ideal VoIP phone service provider, as it can make or break your business.
So, what you have to do is research deeply. Look at the pricing, features, and, most importantly, user testimonials for in-depth knowledge about each VoIP service provider.
User reviews also provide a fair idea of how the service provider is, whether they are happy using it or not, and its good and bad aspects.
Considering these factors, you can select one that will be a perfect fit for your call center.
Tip 3: Establish a Robust Infrastructure
Once you decide on a VoIP provider, setting up a robust VoIP infrastructure is next. In these few years, VoIP has become the go-to option for businesses to offer sound customer service.
You’ll need some types of hardware to get started with the VoIP phone system. As it operates through the Internet, you don’t need any specific hardware, only a stable internet connection.
Hence, picking a trustworthy internet service provider is important. You don’t need to have too much high-speed internet either, each line should need around 100 kbps of upload and download speed.
You should use a VoIP desk phone like the Polycom VVX601 for smooth and high-quality calls. There are also other low-cost options available to make and receive phone calls.
VoIP headsets are also a great addition to your business phone system for more professionalism and mobility.
After switching to VoIP, a VoIP adapter allows you to keep your old desk phones, too.
Also, you can lower your costs by using a businessphone app rather than a desk phone. You can easily download these apps to your computer or smartphone.
Since VoIP uses the internet, you don’t require dedicated hardware. This way, you can ignore some portions of a businessphone installation.
Tip 4: Implement Effective Training Programs
After switching to VoIP, you must ensure your staff and agents have the proper knowledge and education to run call center operations smoothly.
Many of the features cloud phone systems offer are way more advanced and tough to understand. Hence, it’s crucial to educate and train the call center agents to ensure they use these features.
Implementing new technologies like VoIP can slow down call operations if the staff or agents do not provide essential training. Hence, you should pay attention to this part.
Your staff should be provided with in-depth knowledge of VoIP technology and its features. Also, proper training materials and presentations should be offered in call handling and call center operations.
This way, your call center team can tackle any kind of customer query or issue much more efficiently, ensuring enhanced customer experience.
Tip 5: Embrace Analytics and Data-driven Decision Making
Your job isn’t done after setting up your VoIP call center. You need to keep monitoring VoIP performance and real-time analytics.
Real-time analytics provide call data metrics in real-time. It provides you with accurate and latest metrics like call volumes, call quality, and other key performance indicators. It also flashes light on the areas that need improvement.
Based on these metrics, you can take specific actions as well. For instance, you should add more agents if the call volume is high.
Whether you have a small or big business, switching to VoIP technology means low monthly bills and more good stuff.
The virtual phone system is ideal for businesses of all types and sizes. The setup is quick and easy. Most importantly, making phone calls doesn’t require heavy and costly infrastructure. All these benefits can only be achieved by picking the right VoIP provider first and then creating a robust VoIP infrastructure.
Not only that but providing education about VoIP to the staff and keeping track of the VoIP call center performance is equally crucial. Only then you can level up your call center to attain more happy and loyal customers.
Is call quality better with VoIP phones?
Generally, the quality of VoIP calls is way better than that of traditional phones. Since it relies on an internet connection, the quality of VoIP calls is directly proportional to the quality of the internet connection.
What are the advantages of VoIP?
There are many perks of Voice Over Internet Protocol. Some of them are scalability, lower costs, better call quality, support multitasking, improved productivity, etc.
Does VoIP work without the Internet?
No, not at all. VoIP needs an internet connection to work properly. Without an internet connection, it’s not possible to make VoIP calls.
Can I disconnect from my current telephone provider after installing VoIP?
Yes, you can. Once you set up VoIP, you can disconnect from your current service provider. Although, you need to do it carefully by following the proper guidelines.