While some call center managers choose to take advantage of virtual call center software, others may find that a VoIP phone system better suits their needs. And because most virtual platforms offer powerful, pre-installed features, you can manage a successful call center with a VoIP phone system.
Related: Learn more about VoIP phone systems
If you've chosen to use a VoIP phone system in your call center, you need to make sure that it can help you achieve some specific goals and objectives, including:
- Minimize overall call center costs
- Facilitate positive customer experiences
- Maximize your call center agents' productivity
- Create opportunities for additional revenue
Whether you are planning to use your current VoIP phone system, or shopping around for an upgrade, there are some very specific features that you'll need to run a successful call center. While some features, like call routing, are a must-have, you may need to consider additional factors that apply to your individual call center needs. For example, will you need to integrate your VoIP phone system with other platforms, such as CRMs or email clients? If so, you'll need to make sure that the system you choose has this functionality.
We'll talk about some of the most important features you'll need in order to manage a successful call center with a VoIP phone system, and explain how to make the most of them.
Utilize call listening features
There are many features on a VoIP phone system that will help you successfully manage your call center. Some of the most important ones are the call listening features available on your system. With features such as call recording, call whisper and live monitoring, you'll be able to listen to all current and past calls that take place in your call center.
With this suite of call listening features, you'll be able to monitor your agents and ensure that they are providing your customers with helpful, accurate information. You can use the data you glean from these observations to improve your training techniques, and work to improve customer satisfaction rates.
Manage your incoming calls
Customers don't like to be left on hold or be transferred constantly. In order for your call center to be successful, you must be able to appropriately manage your incoming calls. Take advantage of features like time of day routing and geographical routing to make sure all incoming calls are successfully routed the first time. With this functionality, you can better manage your agents' workload and ensure that your customers are being helped quickly.
Take advantage of reporting
There are a number of reports available on VoIP phone systems that are essential to the success of your call center. Study these reports to see stats on when your customers call most often, which of your agents answer the most calls, and how long each call lasts. This can help you find your ideal targets for each criteria and help you train to agents to hit those marks. It's important to identify and measure these key performance indicators in your call center in order to be successful for both your agents and your customers.
Using VoIP Phone Systems in Your Call Center
As you can see, it is possible to manage a successful call center with a VoIP phone system. While some managers may choose to use a call center-specific software, a number of the same features are available on both systems. If you’re choosing between the two systems for your call center, truly understand your needs as a business before you commit to one.
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