You call your utility company’s customer service number. You hear a click and expect the agent to start speaking to you. Then you hear a second, final click that tells you that the agent has hung up on you.
Or the agent hangs up on you while transferring your call to another department.
We’ve all experienced situations like these, and we’ve all spoken to call center agents who seem to have no idea what they’re doing. During more brisk economic times, businesses viewed their call centers as necessary cost centers that were only worth staffing with entry-level employees.
Otherwise, they outsourced call center services to inexpensive overseas providers.
Now, budgets are tighter, and call centers have transitioned into important profit centers and drivers of brand differentiation. With the call center experiencing significantly higher expectations, dropped calls and other ills related to legacy switched call centers are something companies simply can’t afford.
With VoIP call center services, small and medium-sized businesses (SMB) get all of the features of a large corporation’s call center. Auto attendants, call queues and dial-by-directory options improve traffic flow through the center while lending an appearance of sophistication to companies of any size.
VoIP calls also cost significantly less than those made through the traditional phone system. Instead of focusing on operating an outdated switch system, they can turn their attention to the customer on the line. By integrating the VoIP call center with other IP technologies, agents can also operate through multiple channels such as Web chat, giving customers many different ways to engage with the company.
Many SMBs turn to hosted call center services in lieu of an on-premises solution. Large on-premises installations make sense for healthcare providers or other service organizations that house large amounts of confidential information.
These organizations can make sure that their solutions comply with ever-changing federal regulatory standards.
A hosted VoIP call center, on the other hand, is managed by an offsite provider. The business doesn’t have to install and maintain expensive on-premises equipment. Instead, both call center management and tech support are handled at either a flat monthly rate or with utility-based, pay-as-you-go pricing.
For SMBs, VoIP call center services provide all of the amenities without breaking the budget. Instead of worrying about flipping the right switches, agents can focus on creating an outstanding customer experience.
Edited by Braden Becker