Choosing A VOIP Call Center for Better Customer Support

Posted by on February 4, 2013 in Customer Service, VoIP [ 0 Comments ]

voip call centerIf your business has a high volume of incoming callers and your employees frequently miss or drop calls, a VoIP call center may be the solution to your call traffic woes.

Business VoIP call centers can greatly improve your business’s customer service with calling features such as dial-by-directory, call queues, and auto attendants that will help your employees better manage inbound and outbound calls.

Related: Speak to one of our hand-picked call center vendors to get started

Regardless of your business’s size or industry, a VoIP call center could be of great value; the advanced calling features of a VoIP system may reduce frustrations and improve both customer and employee satisfaction.  But, is your business ready for a VOIP call center?

  • Determine if your business has sufficient bandwidth to support an IP call center. Start by checking your Internet speed.
  • Decide if you want an on-premise or hosted solution. There are advantages and disadvantages to both.
  • Research VoIP providers that best suit your business needs. Ensure that the provider offers the calling features that most interest you.
  • Purchase and install the hardware or software that you will need to support your chosen call center solution.
  • Employ security measures for your employees and IT team. Your business needs to establish a guide for handling encryption, authentication and privacy practices. This step is especially important if your business deals with customer confidentiality.
  • Establish a business team to manage and maintain the system.  There may be some training available through webinars or live workshops with various VoIP service providers for your call center employees, managers, and IT staff.

Related: Not looking for a call center? Purchase a simple VOIP system instead

On-Premise VoIP Call Centers

An on-premise call center means that the equipment, either the VoIP hardware or software, is physically located at your business. This means your IT team is solely responsible for handling the system.

Due to the initial high cost of installation and maintenance of on-premise call centers, they are not always the most popular choice for businesses. Additionally, these call centers can sometimes take months to properly install and to reach full functionality.

With that being said, however, on-premise call centers are ideal for companies that deal with confidential customer information, such as health care providers. On-premise call centers offer secure and private systems, which comply with certain regulatory standards.

Hosted Call Centers

If you decide you don’t have the resources or manpower to maintain your own on-site call center, a hosted call center may be a more suitable option for your business. With a hosted call center, your VoIP provider manages your system at an offsite location.

This frees your business of the responsibility of installing, maintaining, repairing, and handling its own call center system, which could result in big savings in the long run.

Related: 5 Internet Options for Quality VoIP Communication

A hosted call center encompasses both software and hardware call centers, but also virtual call centers. With a virtual call center, your VoIP provider is still in charge of operating your system, but instead of using software or hardware, the call center runs off of cloud-based Internet technology.

While some bigger businesses with very active call centers may prefer on-premise solutions, many people will find that hosted solutions allow for more variety and customization. Be sure you know what your business needs before getting started.

Bio: Chloe Mulliner is a contributing writer to She works out of San Diego.

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