For years, landline phones were the primary mode of communication in both homes and companies. This was especially true in call centres, where landlines were the lifeblood of the operation. However, traditional phones are being phased out by enterprises nowadays.
With so many advancements in communication technology, old-fashioned landline telephone systems are no longer the ideal choice for contact centres. Many call centres are instead migrating to Voice Over Internet Protocol (VoIP).
Do you know why? This blog will explain why VoIP is the best choice for your call centre.
What exactly is a VoIP call center?
In contrast to traditional phones, which rely on the Public Switched Telephone Network, a VoIP call center uses the internet to make and receive calls.
You've used VoIP if you've ever made a call using Skype, Zoom, or even Messenger. This internet-based phone system, however, is not simply for personal calls. Because of the ease of setup and improved capability compared to landline phone systems, an increasing number of organizations, notably call centers, have adopted VoIP systems. Learn more about VoIP phones and how they function.
Call centers that use VoIP, whether incoming or outgoing, require only a few components to function:
A consistent internet connection
A computer or mobile phone, for example.
A microphone is used (whether built into the device or external)
A VoIP telephone system.
This makes VoIP call centres more viable to enterprises, as opposed to the complicated, expensive technology and infrastructure required by traditional phone systems.
Why do I need a VoIP contact centre?
To summarise, VoIP can assist you in running a more effective call centre and improving the customer experience. But first, let's take a closer look at why you should choose VoIP for your contact centre.
1. Cost savings
Cost is certainly one of your most important concerns, so let's get that out of the way immediately. Without a doubt, VoIP calls are less expensive than traditional landline calls. Twilio, for example, charges $0.0130/min for local and toll-free calls, while it charges $0.0040/min for VoIP calls made using a browser or app. This means that moving to VoIP will save your company money, even with the additional charges we'll discuss later.
Aside from employees, the main costs of a VoIP contact centre are user fees and a stable internet connection (which you probably already pay for). This means you won't have to buy expensive new equipment or bother about establishing a wired phone network. Furthermore, if you convert from a traditional phone system, you may be able to retain using your current phones or headsets, however, some landline phones may require an adaptor.
VoIP systems provide flexibility in several ways:
Devices: To make VoIP calls, you can use a variety of devices, such as mobile phones, desktop computers, laptops, or desk phones. This means you can get started with your existing gear or even allow agents to utilise their smartphones as VoIP contact centre phones.
Locations: As long as your agents have a reliable internet connection, they can make and receive calls from anywhere, which is beneficial if you have various offices or a remote workforce. Furthermore, because your phone number is virtual, you can keep the same number wherever you travel.
Once you've set up your VoIP system, upgrading as your demands increase is as simple as purchasing additional lines and granting new agents access to their devices. In other words, no additional equipment or wired phone lines are required. This helps to the inexpensive costs because you don't need to invest in large infrastructure to extend your software.
Furthermore, SIP trunking allows you to engage with customers via extra channels such as SMS, MMS, and others. Twilio also enables you to increase your coverage worldwide without having to handle each country's communications infrastructure and laws.
4. Insights into actionable data
Call data analysis is critical for sustaining and increasing call centre performance. VoIP systems make this information easily accessible.
To analyse the customer experience at a call centre, you need to know much more than just call time.
You can also uncover abnormalities and call quality concerns, such as packet loss and delay, that need to be addressed. Tracking these indicators will help you enhance call efficiency, agent productivity, and customer experience in the long run.
5. Advanced functions
VoIP systems offers advanced functionality that a landline system cannot. This normally contains all of the essentials, such as call tracking, voicemail, caller ID, and call forwarding, as well as features like interactive voice response (IVR) and intelligent routing.
You can also combine your CRM software with your VoIP contact centre, giving agents access to customer information, purchase history, and all the information they need to give personalised support. This is critical because 98% of businesses claim that personalisation enhances client loyalty.
Personalisation is even more difficult to do with traditional phone systems that are challenging to integrate with your existing software and procedures.
Simplyfree can be used to create a customised VoIP system.
Simplyfree makes switching to a VoIP system simple. Simplyfree allows you to create a unique VoIP calling solution for your company and add capabilities as you grow. Furthermore, Simplyfree provides a dependable, high-quality connection worldwide.
Looking for a more powerful call centre solution? Simplyfree provides everything you need to provide an amazing customer experience across channels such as SMS, WhatsApp, live chat, and others.
Speak with an expert like Simplyfree today to determine the best solution for your company.