VoIP and call center operations

Reader's Question:
I would like to know how can VoIP directly affect call center operations? I am an IT engineer of a callcenter in Texas.

John

Dallas, TX

Voice over Internet Protocol (VoIP) involves using the internet as telephone service. Speech is digitized, split into packets which are sent over the internet and will be reassembled at their destination. VoIP were effective replacements for traditional PBX-based systems that offered cheaper dial tone. As VoIP vendors approach call centers with a different mindset than that of conventional telephone companies, new applications will always emerge.

This could also translate to call center operational savings and gives freedom for call centers to expand anywhere in the world at low cost as compared to using PBX. Number of seats in a center could tremendously be reduced with the VoIP system, as it will be possible to use IP agents or home-based agents. Moreover, VoIP controls call center turnover as employees will be able to work at home or close to home. It opens a new set of labor pool who can’t easily come into the office like persons with physical handicap.

By far being the most low cost and economical solution, the use of VoIP makes possible for any call center need not to be in major urban areas, which lowers operational cost in the long run. This results to a lower real estate cost and at the same time, helping the environment by reducing travel time and fuel consumption since agents don’t have to drive to the office.

VoIP makes call center operations easier since experts will be able to virtually handle customer problems without actually being there at the center in the event of escalation. Agents will be able to have access to expert talents to draw assistance from.

Using VoIP for call center will be able to integrate your data and phone systems. It will be easier to tie up VoIP packets to your center’s IT system, which is impossible to do with the conventional phone system. This way, all calls can be stored, analyzed, annotates, and routed very much easier compared to having a conventional phone system. This is because VoIP is an open system. Although not everything is completely open and interoperable in the world of VoIP, at least a great deal is unlike closed environments of traditional phone systems.



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