Voicent's Call Center Business Solutions Help Companies Leverage Benefits of VoIP
January 04, 2013
By Susan J. Campbell
, TMCnet Contributing Editor
The Philippines is quickly becoming a hotspot for call center business operations. The country, with its inexpensive yet educated workforce and pleasant accent has given India, the traditional call center hub, a run for its money.
According to this recent article
in the Cincinnati Business Courier, Convergys (News
) Corp., a global customer management services company, will be opening yet another call center business facility in the Philippines where nearly 40 percent of its 75,000 staff members are already employed.
The company, whose head office is located in Cincinnati, Ohio, will soon have a new home in one the world’s biggest shopping centers. Approximately 180,000 square feet spanning across four floors of Manila’s SM Megamall will house operations for the new call center business unit.
Convergys has also been growing its operations within the U.S. and Costa Rica. In fact, just recently, the company revealed that it would be hiring an additional 3,000 call center workers in these locations alone.
, with its new wave of VoIP call center business applications, enables companies like Convergys to conduct business at any location throughout the world. Its products don’t require additional hardware or expensive maintenance, which translates to lower overhead costs.
The technology even permits employees to work remotely because everything is processed through cloud networks, the only thing agents need to get up and running is a computer and access to the Internet.
Voicent offers the perfect solution for businesses like Convergys, who are quickly expanding into new locations. Since there is no new hardware to implement and agents can utilize existing equipment, the problem of scalability is solved.
Adding new agents is a simple, quick, and cost-effective process, and the whisper-coaching feature facilitates both the training and coaching processes. Plus, Voicent’s products are designed to be intuitive, so they are easy to use no matter what size call center is being implemented.
AgentDialer, a feature provided with Voicent, enables smooth call tracking and management. AgentDialer records calls for quality management purposes, keeps track of specific campaign measures such as the number of inbound dials from a particular source, and can also route calls to different level agents. These tracking and reporting functions provide important feedback including number of dropped calls, lines in use, total volumes processed, and detailed campaign results for real-time decision-making.
The company’s latest release 8.5.0 incorporates more value for the money because of enhancements to computing that use even less resources. With Voicent, any computer can process thousands of calls – both inbound and outbound – at the same time without affecting call quality. Its products are pay-as-you-grow, with no monthly, yearly, or per-message fees.
The firm offers call center business options that are both affordable and effective. All products are scalable and grow with business needs, so whether you’re an established firm like Convergys or just starting out, Voicent is an optimal choice for next generation call center management.
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Edited by Jamie Epstein