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VoIP Call Center

A VoIP Call Center is just a call center that is built around a VoIP phone system. A call center is a group of workers that is set up to handle a lot of phone calls. In a VoIP call center, the calls usually are taken on VoIP phones that are part of a VoIP business phone system.

A typical VoIP call center may have just one job, such as sales or support. The call center might be staffed by a single department inside the company or it may be an outsourced group of people doing the job as a third party service.

Even small companies usually have at least one call center, though it might not be called by that name. A 10-person company, for example, might have 3 people involved in sales calls, or 2 people in support. These people need a phone system that can handle calls correctly, minimize wait time for callers, and improve company efficiency. The requirement for efficiency goes even higher with larger companies.

An inbound VoIP call center takes calls from outside the company and distributes them to the workers that are part of the department handling the calls. Efficient call routing across multiple people is best handled by Automatic Call Distribution (ACD) queues, which immediately route callers to available agents, reduce hold times for callers by knowing which agents are available to take calls, and provide management oversight, reports, and real-time monitoring. Sometimes a VoIP call center is built around lesser technology such as a “hunt group” that tries phones until it finds someone to take a call, but isn’t smart enough to know which workers are available without trying their phones. ACD queues in a VoIP call center can also have multiple methods for call distribution, such as load-balancing, or routing based on job description or skill, or even hierarchical routing that moves entire groups of people in to help take calls when load is heavy.

At Virtual PBX, we believe a VoIP call center needs the best implementation of ACD queuing available. Even small groups of people will benefit from well-implemented ACD routing. A large VoIP call center may employ hundreds of people, and the need for ACD queuing will be even higher.

One advantage of a VoIP call center over the use of standard phone lines and PBX equipment is that workers that are part of the VoIP call center don’t necessarily need to work in the same location. A call center with distributed employees is called a “distributed call center”. Today, a VoIP call center may have employees scattered all around the world, working from home or from branch offices. A traditional call center using legacy phone switches needs to wire all of the involved phones into one system, while a VoIP call center can enable the use of a VoIP phone from anywhere with a broadband internet connection.

Virtual PBX offers distributed and/or local call center technology that can work with any combination of VoIP phones and analog phones, from any location. As a hosted service, there is no need for the analog phones to be wired into a central switch. So with Virtual PBX, you can have a VoIP call center or a traditional call center, whether your employees are distributed or not.