With the use of social networking sites, smart phones, and mobile tablets increasing significantly over the past few years, VoIP call centers are constantly growing to meet the trends, according to Heavy Reading IP Services Insider. Consumers have adopted a “bring your own device” (BYOD) mindset in almost everything they do, not excluding reaching out to customer service. They now have the ability to choose which method will be utilized to reach a virtual call center.
When VoIP call centers originated, they were simply using interactive voice response (IVR) units to connect a consumer with a company’s virtual call center. Separate devices were used to reach customer service through e-mail, telephone, or other device. With VoIP call centers growth, however, they are now offering services that include e-mails, phone calls, SMS, video and instant messaging, social networking sites, and etc. all in one package. A consumer can now easily reach a virtual call center, no matter what their method or device of choice may be.
“Another significant driver for growth in the VoIP call center market is that many solutions are either cloud-based or hybrid solutions, in which part of the solution is located in the cloud”, says Culver. These solutions are allowing the costs and expenses on a virtual call center to drop, enabling even smaller businesses to have affordable customer service. Businesses no longer have to pay for hardware, physical space, or IT techs that used to be required for a productive customer service team. When VoIP call centers adopted this cloud telephony, it enabled businesses to look to a virtual call center to handle all of the customer service for them.