The ultimate goal of business is to ensure your customers are so satisfied with your service that they return. You'll need to do everything in your power to make sure that happens. However, how can you do that during your limited office hours? If you have clients internationally or even in different parts of the United States, you may have a hard time catering to all of them if you don't have the right tools. Luckily, unified communications solutions have something that your call center can significantly benefit from: VoIP.
VoIP, also known as voice over Internet protocol, runs completely over the web to free you and your employees from restrictive landline telephones. You'll be able to connect with other company programs to communicate with people both internally and externally at little to no extra cost. With a VoIP service like ThinkingPhones, you can put smartphones, desk phones, softphones, headsets, and videophones all on the same network and, with mobile convergence, you can use the same number for all of them.
Both businesses and customers can benefit from the use of VoIP, which means companies should make the change.
1. VoIP is generally less expensive than PBX.When your business runs on landlines, you're going to need to pay not for all the equipment, but for the service. This will most likely be an installation fee and monthly payments, along with expensive charges for any international calls you make, IT Pro Portal explained. If you have a global business, those payments are going to add up. VoIP, on the other hand, comes with a small initial fee for setup and phone adaptors and calls are free to anywhere in the world.
2. You'll know who is calling.With a traditional PBX phone, you may be able to see the caller's name and number, but you won't have any other information until you start talking to them. With VoIP, you'll get a detailed summary before even answering the phone. You'll even be able to integrate the system with your cloud service and customer relationship management software. If the person has called before, you'll see how he or she is connected to the company, his or her previous call history, and what steps were taken to solve past problems. This way you won't have to waste any time retrying certain processes for the same issue.
3. You can offer 24/7 customer service.Landlines restrict call centers to one location. Unless someone is sitting at a desk, a client's call is going to go unanswered. With VoIP and mobile convergence, that barrier doesn't exist. Customers' calls can be immediately transferred to another device on the network to allow for constant connection, The Marketing Donut explained. Whether it's a cellphone or another VoIP line, consumers will always have someone to talk to, no matter the time of day or night. This is especially useful when businesses are global. You'll be receiving calls from around the world, and they won't be calling during your normal hours if they're in a different time zone. VoIP ensures there is always someone at your call center available to help.
4. Eliminating inefficiencies has never been easier.With ThinkingPhones' cloud-based contact center platform, everything is joined to the cloud, including your VoIP devices. With this interconnectedness, employers can monitor and be notified of any issues in the workflow that are causing a loss of productivity. You'll be able to see who called, which employee answered, how long conversations lasted, and if any calls went unanswered. With the dashboard and UC analytics, you can determine any problem areas in your company.
To gain goodwill with your customers, your business needs to be available whenever they need you. With UC and VoIP, you'll be able to accommodate that desire.