A VoIP system can be a great asset for a call centre. It can provide many benefits, such as cost savings, increased efficiency, and improved customer service. However, not all VoIP phone systems are created equal. There are several factors to consider when choosing VoIP for call centre businesses. This blog post will discuss those factors and will help you choose the best VoIP system for your call centre needs.
What is VoIP and how does it work
What is VoIP technology?
VoIP technology allows you to make voice calls using a broadband connection instead of a regular copper phone line. Most people consider VoIP the alternative to the local telephone company. You just need to have a good internet connection and sign up with a VoIP service provider.
How does it work?
VoIP technology converts your voice into a digital signal that travels over the Internet. When the other person picks up the call, their phone converts the signal back to audio and they can hear you like you're on the phone call with them.
VoIP providers have different ways of charging for calls, but in general they're a lot cheaper than regular long-distance rates. You might also be able to use your VoIP business phone system to call people who don't have VoIP by dialling their regular phone number and having your call routed through the public telephone system.
The benefits of using VoIP phone system for a call centre
Save on call costs
With VoIP, your business can enjoy cheaper call rates than traditional phone lines. This is because VoIP phone calls are made over the internet, which is often cheaper than using the phone network. This can save you a lot of money on calling costs, which can be especially beneficial for call centres that ring thousands of people per day.
Superior voice quality
You can enjoy the best call quality that is crystal clear. This is because VoIP communications are made over the internet, which is often clearer than using the normal phone network. This means that customers will be able to understand your call centre agents perfectly, leading to better customer service.
Scalable to meet the needs of your call centre
The scalable nature of VoIP makes it an ideal solution for small businesses that are expecting their call volumes to increase in the future. VoIP can be adapted to meet the needs of your call centre as it grows per user, so you can be sure that you will have the capacity to handle all of the calls your business receives.
This is a huge benefit for call centres, as it ensures that they will not be limited by their calling capacity as their business grows.
Additional features for great customer service
Many businesses choose cloud based VoIP for their call centres because it comes with a range of features that can be used to improve customer satisfaction and business communications.
These features include:
Automated attendants
Automated attendants can be used to greet customers and direct them to the person or department they need to speak to (skills based routing). This can save your call centre agents time, as customers will be able to find the information, they need without having to speak to a human operator.
It will also lead to more efficient customer interactions when customers reach your agents as they will have already been directed to the correct place.
Voicemail
Voicemail allows customers to leave a message if they are unable to get through to an agent. This can be useful for businesses that are very busy, as it ensures that customers will not have to wait on hold for an available agent.
You can maintain a good level of customer support even when an agent is unavailable making for a better customer experience.
Unlimited Call recording
Call recording can be used to capture all of the conversations that take place in your business. This can be used as a training tool for your call centre agents, or to help you resolve customer complaints.
Interactive Voice Response (IVR)
This can be used to automate a customer relationship. This can be used to provide people with information about your products and services, or to take orders over the phone.
It can also be used to route people to the correct department or agent, which can save time for both your call centre agents and your customers
Conference calling
Conference calling can be used to bring together multiple callers into a single conversation. This can be useful for customer support teams, who can use it to get advice from other experts on how to best deal with a customer’s problem. It helps to boost employee collaboration in your business together with call monitoring.
Secure
VoIP also has superior security features, which means that your call centre's data and agent conversations will be safe and secure. This can give your business peace of mind and reassure customers that their information is in safe hands.
Unified communications
Cloud based VoIP also offers unified communications features. This allows businesses to integrate their VoIP system with other business applications, such as CRM software, social media and instant messaging.
This can give your call centre agents access to all of the information they need about a customer in one place, which can help to improve customer service. It can also lead to increased sales and higher customer satisfaction levels.
Cloud VoIP is an ideal solution for businesses of all sizes, but it can be especially beneficial for call centres. The features and scalability of cloud VoIP make it the perfect solution for businesses that need to make a lot of calls.
It can help you to save money, improve your call quality, and provide your customers with a great experience. If you're looking for a VoIP system for your call centre, be sure to consider cloud VoIP.
Predictive Dialer
A predictive dialer is a type of VoIP system that is designed for businesses with a large amount of user per month, such as call centres.
Predictive dialers are able to automatically dial numbers from a list and connect the call to an available agent. This can help to improve your call centre's efficiency and workforce management as it reduces the amount of time your agents spend waiting for calls.
Predictive dialers can also be used to screen calls, which can help to improve the quality of your call centre's customer service. Screening allows you to ensure that only high-quality leads are transferred to an agent. This can help to reduce the number of sales that are made, but it can also help to improve your call centre's conversion rate.
Call Queue
This is a feature that allows businesses to manage a large volume of inbound phone calls. Call queues can help to improve your call centre's customer service as it ensures that each caller will be answered in turn. This can help to reduce the customer journey and improve customer experience by making sure that your customers are not left waiting for an available agent.
How to choose the best VoIP system for a call centre
There are a few key things to consider when choosing a cloud based VoIP system for a call centre. The most important factors are: the number of concurrent calls the system can handle, features, reliability and price. Other factors to consider include call routing options, customer service and support, and scalability.
Let's break those factors down for you...
- Number of concurrent calls - A call centre needs a VoIP system that can handle a large number of outgoing and incoming calls per user per month. Calls need to be handled simultaneously without breaking the bank. Make sure to find out how many calls your system can handle at once and whether it can be easily upgraded down the line. Ensure you consider the difference between making an inbound call and an outbound call as well.
- Features - Look for a VoIP system that offers features like call recording, automatic call distribution (ACD), Interactive Voice Response (IVR), call queues, and real-time reporting. These features will help you to run your call centre more efficiently and effectively. In particular, interactive voice response (IVR) menus will allow your call centre customers to provide and access information without a live agent.
- Reliability - Reliability is crucial for a VoIP system to ensure successful customer interactions with your agents. After all, if your calls are dropping or sounding fuzzy, your customers are not going to be happy. Do your research and read reviews to make sure that the system you're considering is reliable.
- Price - Of course, you'll need to consider price per month and upfront costs when choosing a VoIP system. But remember, the cheapest option is not always the best. Make sure to compare features and pricing to find the best value per month for your call centre.
- Call routing options - Call routing options like least cost routing (LCR) and automatic call distribution (ACD) can help you to save money on your calls. Make sure to check that the system you're considering offers these options.
- Customer service and support - If you're going to be relying on a VoIP system for your call centre, you'll want to make sure that there's someone there to help you if something goes wrong. Look for a provider that offers excellent customer service and support for your business.
- Scalability - As your call centre grows, you'll need a VoIP system that can grow with your business. Make sure to choose a system that offers scalability so that you can add more lines and features as needed to support your business communications.
Choosing the best VoIP system for a call centre doesn't have to be difficult. Just keep these factors in mind and you'll be sure to find the perfect system for your business needs.
Installation and set-up of a VoIP system
Now that you know what to look for in a VoIP system, it's time to learn how to set it up. The installation and set-up process for a VoIP system is usually pretty straightforward. But if you're not sure where to start, don't worry - we're here to help.
Here's a step-by-step guide to installing and setting up a VoIP system:
Choose a VoIP provider
The first step is to choose a VoIP provider. There are many providers out there, so take your time to compare pricing, features, and customer reviews before making a decision.
Order your VoIP service
Once you've chosen a provider, it's time to order your VoIP service. Most providers will require you to sign a contract, so be sure to read the fine print before you commit.
Set up your VoIP equipment
Now it's time to set up your VoIP equipment. If you're using a VoIP adapter, you'll just need plug the adapter into your current landline phone. This will enable it to make calls over the internet. If you're using a VoIP phone, you'll just need to plug it into your high-speed internet connection normally via an ethernet cable.
Configure your VoIP settings
Once your equipment is set up, you'll need to configure your VoIP settings. This includes things like your caller ID, voicemail, call queues, and more. Some providers will do this for you if you tell them what settings you want configured.
Make a test call
Now it's time to make a test call. Call a friend or family member and make sure that the call quality is clear. If everything sounds good, you're ready to start using your VoIP system.
Cost savings associated with using VoIP in a call centre
One of the main reasons to use VoIP in a call centre is for the cost savings. VoIP is cheaper than a landline phone service, so you'll be able to save money on your monthly bill. But that's not the only way you can save money with VoIP.
First, there are no long-distance charges when you use VoIP, so it's a great way to save on international calls.
Second, there is no need for expensive copper lines since VoIP uses your existing business internet connection. And finally, VoIP is cheaper than traditional phone service, so you can save money on your monthly bill. All in all, VoIP is a great way to save money on your phone expenses.
Think VoIP will work for your call centre?
Now that you know what to look for in VoIP solutions and how to set it up, it's time to decide if VoIP is the right choice for your call centre. VoIP offers many benefits, including cost savings, improved call quality and better customer interaction. So, if you're looking for a way to improve your phone system, VoIP may be the answer.
Why not talk to FreeClix?
We've got several different VoIP solutions on offer ranging from basic systems that won't break the bank to high-end systems with all the latest features and technology. We have services starting from just £17.08 + VAT per user.
There's a system for every type of call centre, big or small!
Contact Us
You can find a selection of our most popular VoIP handsets here or if you'd like to discuss a solution for your business with our team before you buy simply email sales@freeclix.com and we'll be happy to help.
