VoIP Call Center

High Level Customer Service is Key to VoIP Call Centers

By Jamie Epstein TMCnet Web Editor

VoIP or Voice over Internet Protocol can help to ramp up efficiency within any call center while simultaneously bringing a much higher level of service to customers. This in turn drives customer satisfaction rates increasingly higher than ever before, a major factor help these call center environments to see record growth.

In a recently released reported from GIA titled, “Increasing Focus on Providing Efficient Customer Service and Reducing Costs Drives the Call Centers Market,” findings show that by 2018 the contact center vertical will reach nearly $337.8 billion in profits. While there are multiple trends that can be attributed to the success of VoIP call centers, the study outlines three significant ones which include efficient customer interaction, social media and hosted centers.

Looking at the vital link between a customer and a brand, we see that an intuitive yet easy to use interface is important for many customers who wish to solve their own problems or even answer questions they may have in a short period of time.

“Against a backdrop of rising competition, tighter regulatory pressures, emergence of disruptive technologies, rising consumer demands, splintering of the customer base and volatile economic climate, call centers are re-emerging into the spotlight as instruments to create value for customers and shareholders. The scale of rigorous process improvement and standardization achieved by call centers of late, additionally make these establishment perfect partners for corporate success. Mirroring the trend is the growing adoption of latest information technology (IT) such as call routing, ACD, voice response systems (IVR/VRU), VoIP, CTI (News - Alert) and sophisticated CRM tools by call centers, a statement from GCI (News - Alert) said.

Image via Shutterstock

Additionally, as everyone and their mother these days is using social media to not only stay closely connected with friends, family and colleagues but also to rapidly have a problem solved or in order to discuss a recent experience with a company, these platforms are proving the need for VoIP call centers to pay close attention to their own sites. These networks are now considered a go-to communication channels these days and if contact centers don’t embrace them and collaborate amongst their customer base via this medium, the results could be catastrophic.

At a time in our economy where businesses are still struggling to do more with a constrained budget, VoIP call centers are proving their vitality as they can dramatically slash costs associated with services such as help desk and technical support as well as the hardware and software that was once required with landlines. Also, a much higher level of visibility is powered via the cloud, allowing call centers to see exactly which areas they are excelling in and those that need some improvement.

VoIP call centers not only keep your customers happy but your employees will benefit from utilizing this next generation technology as well.

Want to learn more about SIP Trunking and how to integrate it into your current UC strategy? Don’t miss the SIP Trunking- UC Seminars in South San Francisco on November 27, 2012.

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