A VoIP Call Center is the same as any contact center except it saves money by utilizing a VoIP phone system to route calls.
What constitutes a contact center, though, depends on the company that it represents. While call centers may conjure images of huge bays of cubicles being operated by dozens of agents, any company with inbound sales or support calls has a contact center in its organization. And because all business is important to the people calling about it, having efficient routing to connect customers as quickly as possible is essential, no matter how large or small the call volume is.
Connecting callers is best accomplished with either Call Queues or Hunt Groups. Both accomplish the task of streamlining the process of connecting customers to the right employees but each one employs different technology to do so. Their various differences notwithstanding, each method uses the most advanced cost-saving technologies available exclusively to business telephone systems hosted in the cloud.
No matter where in the spectrum of contact center sizes your business falls, the first step is the same; cutting the cord from the legacy telephone companies. By switching to VoIP your overhead on communications costs can drop by as much as 40% and even more when you begin designing systems that are capable of handling call center logistics.
Ring Groups are already included in every Business Phone Plan as part of the core feature set, so just switching to VirtualPBX means you’re already to get started! If your call capacity dictates your needs to a more advanced system, though, you can elect to add ACD Queues Pro with live monitoring and advanced call routing and hold treatment.
Live dashboards play a pivotal role in ensuring operational efficiency and delivering excellent customer service. These real-time insights into key performance metrics include call volume, average wait times, agent availability, and customer satisfaction scores. By keeping a close eye on these metrics, supervisors can make informed decisions on staffing levels, call routing, and training needs. This proactive approach enables them to address issues as they arise, optimize resource allocation, and ultimately enhance the overall customer experience. Monitoring live dashboards not only fosters responsiveness but also helps in meeting performance targets and maintaining a high standard of service quality.
VirtualPBX has allowed my company to easily expand into remote locations and start offering telecommuting options to my employees. Customers continue to call the same number and the departments are easily reachable.
VirtualPBX has made setting up my account very easy, and having 24/7 support I can have many of my issues resolved in a matter of minutes. I am happy that I switched my business to VirtualPBX, we save money, and have better features. I would recommend VirtualPBX to anyone.
Running a small business is hard enough. I don’t want to worry about a complicated phone system, too. VirtualPBX makes setup easy and the support that I received was terrific. Highly recommend VirtualPBX for your communication needs!