Different Types of Call Center Businesses
February 06, 2013
By Jamie Epstein
, TMCnet Web Editor
Call center businesses are used by businesses throughout nearly every vertical as a way to better connect consumers to a specific brand, allowing them to ask questions, voice concerns or resolve complaints and/or problems in a short period of time. But, did you know that call centers that leverage VoIP can significantly enhance customer support significantly while reducing operational expenses?
Voice over Internet protocol (VoIP) can help firms respond to a variety of customer-related issues through a number of communication channels including instant messaging and social media and power capabilities ranging from dial by directory and call queues to auto attendants that make the delegating of both inbound and outbound calls much simpler. And VoIP is beneficial to call centers big and small because when satisfying a customer, it is likely they will remain loyal to the business for the long term and return time and time again.
In a recent article, several steps were outlined that organizations could remain mindful of when transitioning to a VoIP infrastructure. They include: figuring out if your business has the amount of bandwidth required to adequately support an IP call center, buying the required hardware and software to get your new platform off the ground with ease, teaming with a provider that can measure up your individual company wide goals, and ensuring your network remains protected via security methods such as antivirus software at the highest level possible.
Now that you have that out of the way, next you must determine if you want to begin to utilize an on-premises VoIP call center business or a fully hosted environment. While an on-premises contact center essentially means the equipment will remain at your firm, this traditionally increases expenses and businesses tend to shy away from this model. Hosted call center businesses on the other hand enable your IT department to be free from any responsibilities related to maintaining the hardware and software needed for your center. This in turn allows your workforce to increase their focus on making your business better as opposed to continuously troubleshooting connectivity issues.
Voicent is a company heavily rooted in the call center space that provides a robust suite of VoIP tools that can run many lines at once and all users need to start using the system is a computer and an Internet connection. Let’s be honest, those are two items that most companies have nowadays.
According to the company’s website, “Voicent's intuitive, easy-to-use design and affordable price makes it a great solution for small businesses and start-ups. Voicent's software requires no special hardware, making it incredibly inexpensive to install and maintain. Because Voicent's products don't require the use of fixed phone ports on a physical hardware card, adding additional agents is quick, easy, and affordable. As your business grows, you'll know that Voicent will be able to easily grow with you.”
While there are different types of call center businesses available currently, ultimately you must closely analyze what your firm is looking for before you decide on the type of contact center to turn to. Also, it is key to team with a provider with a high level of expertise that offers flexibility and cost-effectiveness like Voicent.
Edited by Rich Steeves