Five reasons your call center should use VoIP

It is now difficult to find someone who works in the contact center industry and knows very little about VoIP contact centers. Nonetheless, there are many call centers that use traditional phone landlines and other outdated technologies to run their business, and that is quite shocking - there is no single reason for using such technologies if comparing their capabilities and features to modern VoIP call centers. 

Thus, we decided to describe five main reasons why you should use VoIP call center solutions instead of using PSTN. 

So, let us start. 

What is VoIP call center?

VoIP (Voice Over Internet Protocol) is the technology that allows transmitting data - voice and media messages - through the Internet. Thus, when you use such popular features like Telegram calls or WhatsApp calls, you are using VoIP service. In most cases, call centers use specific call center software that requires only headphones and PC to be all set. 

1. Cost saving

Is there anything more important than cost efficiency? Doubtably. VoIP technology is the only way to save operational costs even when you are scaling up your call center operations. VoIP contact centers save costs on many things - phone numbers, the cost of a call, hardware, and so on. 

First of all, you save much on hardware implementation and maintenance, at least because you really need no hardware. All the infrastructure of the VoIP call center is often located in the cloud, and even if you use an on-premise solution, it still means you don’t have to pay for analog telephony landlines and other hardware that is used in classic telephony solutions. Moreover, you also pay less for calling - calling rates are usually lower than they are for calling through analog landlines. 

2. No geographical limits anymore

One of the main advantages for call center owners is the ability to set up and run VoIP call centers in any place in the world. Also, you can easily switch your workers to remote mode - the VoIP call center needs only a PC to be run, and that is why you get unbelievable flexibility if choose a VoIP contact center solution. This is also a great solution for outsourcing companies because you can build all the infrastructure in 2 days - just ask the vendor of VoIP call center software to do so. 

3. Scalability

What is important for the business owner who is looking forward to growing the business successfully? Easy scalability. In the case of a traditional call center, scalability means problems - you have to buy additional hardware, find a place for it, set it up, and maintain it properly to avoid breakdowns or lengthy downtimes. 

Otherwise, in the case of a VoIP call center, you just ask the vendor to add new features, implement some new integrations or give you additional accounts for new workers. This is the easiest way to scale up your call center ever - you do nothing, just pay and wait for everything to be all set. In most cases, it takes a day or two to get your new additional features or working seats. 

4. Superior features and integrations

VoIP call centers offer many modern features, and some of them have a really powerful impact on customer experience and customer retention. Let’s look at some of them:

• Intelligent call routing - you can set up rules for inbound calls to be routed. For instance, you can balance agents’ occupancy rates by setting up call routing rules for reducing idle time. On the other hand, you can also set up skills-based routing - a unique algorithm that allows measuring skills of agents as a sum of their scores in different skills (language knowledge, specific qualifications, etc.) to route customers to the most skillful agents. 

• Powerful statistical tools - you can receive up-to-minute dashboards with all statistical data about call center performance and customize those reports based on your business needs and current tasks. 

• Integrations - one of the most vital benefits for modern businesses is the integration capability of VoIP call centers. You can integrate the VoIP contact center with CRM software, help desk tools, payment systems, workforce management systems, and so on. All these integrations will help you to build a single environment for running your business without spending hours switching between numerous different tools - and this is not the worst thing about it. You will also have to gather data in all different tools and analyze it separately, which means less time for other tasks and more effort put into it without a real need to do so. 

VoIP call centers also offer other modern features, like multi-mode call monitoring, call recording, screen pop-ups, call logging, and so on, but if we start to describe all of them, this post will turn into a book. 

5.  Security

Vendors of VoIP call center services often work hard to keep their solutions secure and provide the best security options possible. The best thing about it is that in the case of cloud VoIP solutions, all the responsibility for security is on the vendor. Moreover, if any case of security issue had ever become published, the vendor’s reputation would have been destroyed, so yes, you have nothing to worry about. 

On the other hand, building security on your own is your responsibility and it also requires time and money to be done. 

Conclusion

As you see, VoIP call centers are much more capable, scalable, and cheaper than traditional call centers. Thus, you have to think about this option - the truth is that VoIP call centers have already conquered the market, and the future of traditional phone landlines as call center technology is misty. So, if you want to earn more while spending less, VoIP call center solution is your best option.