Advantages Of A Call Center Phone System

As businesses grow, customer service becomes more challenging. One cost-effective way to help ensure continued high-quality customer service is to upgrade to a better call center phone system. The solution is not to buy more sophisticated phones with features employees will never use. A new phone system can automatically route calls to the correct agent, not just the next one available. Administrators can set up rules for how each type of request is handled, according to David Waring of the product review website, FitSmallBusines.com.

Beyond the Basic Phone Call

Unlike a standard business phone, a call center phone system can create reports based on relevant metrics so that managers can analyze strengths and weaknesses in the customer service operation. With actionable information, businesses can improve faster.

One huge advantage advanced phone systems provide for call centers is the ability for supervisors to monitor calls silently and barge in when necessary, according to Waring. Managers also can whisper instead of barging, which might not be as traumatic for the agent.

Integration of a phone system with cloud-based, customer relationship management software such as Salesforce, can allow for data mining. It can lead to more sales and greater market penetration.

Businesses can streamline digital marketing with a sophisticated phone system by linking to email software such as Microsoft Outlook. Moreover, adding customers to email mailing lists or connecting with them on social media, according to Beth Stackpole of SearchCRM. Nowadays, consumers expect quick responses to questions, social media can be the fastest funnel to a new customer.

Speaking of quick responses, Skype for Business recently replaced Lync. This new software can run online or locally. It combines instant messaging with video calling, plus it is integrated with Outlook to give employees access to contacts.

According to Skype, individuals can meet with up to 250 people at the same time. There also is integration with Word and PowerPoint. You can share images through the new Skype software and view whiteboards.

Proper implementation

For a new phone system to work, there must be a configuration, testing, training and support, according to Curt Barry of Multichannel Merchant. The last thing a company needs is to have a malfunctioning interactive voice response system that leads callers nowhere. Moreover, if an IVR system sends out unwanted calls, consumers can sue for hundreds of thousands of dollars, just ask Time Warner Cable. Recently, a judge awarded a Texas woman $229,500 after she received 153 automated calls on her cellphone.

Remember, just like a Windows update, the change to a new phone system is supposed to improve operations by making tasks easier and faster. Employees need to know how to use the new phone system correctly, or they will abandon it and go back to their old habits.

Support for a phone system especially during the period after introduction is crucial. Managed communications services such as the kind BroadConnect USA provides can reduce labor costs for businesses and speed up activation of new software and technology upgrades.

A workforce management dashboard is a valuable feature of a call recording system, according to Reuben Yonatan of GetVoIP. A panel reveals patterns in call metrics, which can help managers monitor individual performance and identify bottlenecks in the call center.

Virtual Call Center

A virtual call center can be a great way for a business to start outsourcing. A company can either arrange for employees to work off-site and save on travel time and overhead or contract another company to perform customer service through its virtual call center.

While a business is reducing costs and allowing employees more flexible working conditions, unified communications let employees use their own devices such as cellphones and tablets to communicate with each other through company email, IM and video conferencing. This can save time and increase productivity, according to a recent article on Reseller News. Along with cloud computing, unified communications can allow a company to function during disaster recovery.

Security

Making sure phone calls are secure can add to a company’s credibility. With all the convenience unified communications brings, it can make security breaches easier if the adequate precautions are not taken.

Having a secure network can prevent all types of hacking. Session border controllers can help prevent:

•   Service theft

•   Fraud

•   Denial of service attacks

•   Registration storms

Hosts of call center phone systems can help secure calls by ensuring sites have proper firewalls, encryption, and authentication. Traffic analysis and testing the network are proactive steps hosts can take, according to Robert Pepper of GetVoIP.

In the end, choosing a provider for a call center phone system requires much research. VoIP is a growing industry, and there is plenty of completion. Support, scalability, and price usually are the biggest concerns businesses have. For growing companies, the cost of a VoIP setup is quickly offset by the increase in service and productivity the new system brings.

Andre Smith is an Internet, Marketing and E-Commerce specialist with several years of experience in the industry. He has watched as the world of online business has grown and adapted to new technologies, and he has made it his mission to help keep businesses informed and up to date.