Is VoIP an Important Business Technology for Virtual Call Centers?

Is VoIP an Important Business Technology for Virtual Call Centers?

By Enterprise Networking Mag | Tuesday, February 09, 2021

A VoIP platform will flex meet the requirements of a virtual call center without sacrificing any features that help businesses provide outstanding service to their callers.

FREMONT, CA: The call center has undergone revolutionary change over the past years. Its century-old relic technology has been revolutionized. Simultaneously, call centers' business value has gone from necessary cost-center to essential driver of brand differentiation, revenue generation, and customer satisfaction. VoIP-based virtual call centers meet the new generation's advanced business needs, eliminating costly overhead like hardware acquisition and maintenance, automatically monitoring and handling resources to meet regulatory requirements and campaign objectives. Read on to know more.

Besides giving call agents the flexibility to remote work, a VoIP phone system's features can meet a call center's requirements in many ways. Call queues can be set up to funnel callers to executives and hold callers in line when all agents are in other calls. Voicemail messages can be forwarded to email inboxes so that they can rapidly listen and respond to them. Auto-attendant menus can give callers key FAQ data, empowering callers with self-service choices while also mitigating the number of calls the agents have to answer. VoIP platforms offer queue supervisors a queue dashboard that displays a real-time overview of the call center's call queues. Supervisors can utilize the dashboard to see which agents are logged into the queue, which agents are on calls, how many callers are waiting, how long each caller has been waiting, and much other information on the current state of the queue.

Queue dashboards can also be leveraged to organize a queue's call tracking metrics and agent performance data. This queue reports present stats like the average wait time for calls over a specific period, the wait time of calls over that period, the time of day that the queue got the most calls, and the average amount of time each agent spent on calls. By running these reports and leveraging the information found within them, supervisors can make effective agent training, agent scheduling, and new agent hiring.

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