Traditional call center solutions are more costly for call center operators, having a number undesirable expenses, such as hardware, maintenance, repairs and upgrades. You will never have to pay these costs when using a VoIP call center provider’s services. Instead, you’ll be able to rest easy, with a predictable, monthly billing rate, for the call center platform that your business chooses.
VoIP call center providers also offer technologically advanced telephony platforms that can be expanded or contracted on demand, based on current call volumes and call center activity. This is a feature that’s impossible to find with traditional call center solutions. As an added advantage, call center agents can be geographically distributed and can take calls from home, a satellite office or a mobile handset.
Organizations that use traditional call centers frequently struggle to meet the needs of their customers because of an inflexible infrastructure that requires a significantly larger investment of time and money to handle temporary or permanent increases in demand.
In addition to their inflexible nature, traditional call center phone systems also fall short when it comes to efficiency, due to a lack of integration. In many traditional call centers, close to a dozen different systems may be running, including predictive dialers, CRM databases, workforce management tools, order processing platforms, credit card security applications, automated voice response systems and more.
This lack of integration is a burden on already overworked call center agents, who are required to navigate so many different applications, and can often negatively impact employee retention. Moreover, the environment that is created by traditional call center solutions, frequently leads to longer hold times, resulting in higher levels of caller frustration and more abandoned calls, which will damage your professional business reputation and lead to lost sales.
In addition, the digital age that we currently live in has also produced a crop of consumers who are now more entrenched in social and mobile apps and technology, instead of traditional phone services, which causes them to demand more from a call center operation than previous generations.
This demand is easily met, by VoIP call center providers, as their solutions are based in the cloud, providing full integration with email, text and social media messaging channels. VoIP call center solutions allow call center agents to rapidly communicate with a new breed of prospects and customers, with a high level of efficiency.
Now that you have a good idea of some of the major advantages that Call Center VoIP solutions have to offer your business, here’s a specific list of 9 features that any quality VoIP call center provider should offer on their VoIP call center platform:
1. Unified Messaging
It’s been said before, but it’s very important, that’s why it’s at the top of the list. A quality VoIP call center solution should make it easy for your customers to reach you on their terms, by offering full multi-channel messaging integration. Call center agents should have the tools to track and communicate with contacts, via phone, chat, and email and web services, like social media, to maximize customer satisfaction and call center efficiency.
2. Automatic Call Distribution (ACD) and Queuing a strong Automatic Call Distribution (ACD) and Queuing feature set allows you to route callers properly for uniform Call Distribution while including conditions for specific hunt groups. This is achieved by combining multiple call queuing features and Auto Attendants with specific IVR treatments.
3. IVR (Interactive Voice Response)
Callers should be able to route themselves to any department or agent in your call center, by responding to a series of voice prompts. There should also be a clear option for callers to opt-out of the IVR system to access a live-operator, on-demand.
4. CRM Integration
Any call center solution that you choose should be able to connect with popular CRM systems, like Microsoft Dynamics, NetSuite, Salesforce, Zendesk and Zoho, to maximize call center agent efficiency.
5. Web-Based Configuration Tools
One of the important differences between virtual call center systems and traditional call center solutions, is the operational environment. VoIP call centers run in the cloud, providing access to user and administrative features from anywhere, with the proper level of authorization. Likewise, any VoIP call center solution that you choose, should definitely offer a web based configuration tool that provides administrator level access, to carry out tasks such as setting the hours of operation, managing queues and creating IVR scripts.
6. Call Recording
The ability to record calls serves several important purposes and should be included in any VoIP call center solution that you use. Recording can be used to identify required areas of improvement for agent service delivery, in addition to providing a record account transactions, order authorizations, voice-based distribution of legal disclosures and more, making it an important tool that can impact your organization’s bottom line on many levels.
7. Inter-agent Communications
Call center agents routinely need to communicate with other agents, as well as supervisors, during live calls. To meet this need, the ability to initiate agent-to-agent and agent-to-supervisor chats, as well as the ability to broadcast group messages, are important features that should be available on any VoIP call center platform that your company chooses.
8. Dashboards and Reports
Any high quality VoIP call center solution will include on-screen dashboards, as well as custom reporting capabilities, since these features are required to monitor and analyze call center activity, allowing managers to make decisions that lead to a more efficient call center operation.
9. Information Security
Even if your industry isn’t one that faces mandated requirements for protecting consumer data and personal privacy, your business should seek VoIP platforms that meet PCI, FISMA, FIPS, Safe Harbor and HIPAA standards. These Call Center solutions provide the best protection for your clients’ data, and those providers should be at the top of your list, when choosing a VoIP call center solution.
Contact Broad-Connect’s specialists today to learn more about the wide range of sophisticated call center solutions that are available to meet the needs of your contact center operation.