People who think that call centers that have the ability to provide exceptional customer care belong in a completely different league are mistaken. The call centers that provide premium quality customer service are just a tad bit smarter than the others. Building up a call center does not necessarily need huge investments; even smaller investments can give shape to highly efficient call centers. In order to stay afloat in the call centre market, it is imperative that you too have a system to deliver exceptional services. In order to achieve this business target, you will definitely need the support of the latest VoIP call center solutions.
What can VoIP do?
VoIP or Voice over internet protocol is the latest technology that uses the internet to transmit voice signals in the form of data packets. During a VoIP call, the voice signals are converted into data packets and transmitted over the internet. On reaching the destination, the packets are again converted back to voice signals by the receiving device. Thus, the caller does not even know about the complex process behind their simple calls. All the calls can be made for free if the same VoIP software is being used by the receiver and the caller at the same time. For making calls to landline or mobile numbers, minimum call charges are levied even on long distance calls.
What do you require to get started?
You require telephone handsets that are compatible with VoIP, i.e. the ones that can be plugged in to the VoIP system without any other additional devices. You need to acquire a toll free number for your business as that would make your call center much more professional and you can serve a wide range of customer from different countries.
Call center solutions typically consist of software that can support the functions of a call centre. This solution is a mixed bag of services and products that can provide perfect support to the CRM or Customer Relationship Management. Most of the providers in the market come up with call center solutions in the form of a turnkey product or package like unified communication or an outsourced call center. Software that helps the owners run a complete call center also come under the category of call center solutions. There are a variety of call center solutions available in the market and some of the popular ones are as follows:
- Inbound Call Center
- Outbound Call Center
- Offshore Call Center
- Blended Call Center
- Web Enabled Call Center
- Virtual Call Center
- Contact Center
The inbound call center solutions have been designed to help companies in handling incoming calls like tech support or customer service. On the other hand the outbound call centre solutions have been designed to help the businesses generate new leads, carry out market research and customer outreach. Almost all telemarketing companies use the outbound call center solutions.
The Blended call center solution has been designed to incorporate the features of both the inbound as well as the outbound call center solutions.
The virtual call center solution has been designed to cater to the needs of those businesses that are spread over multiple locations or the ones that do not have any physical locations allotted to them. In such a case the calling agents are home-based workers.
Advanced Telephony Features
The majority of the premium quality call center solutions are powered by VoIP; hence they come with the following advanced telephony features for better call management:
- Automatic Call Distribution (ACD)
- Unified Communications
- Interactive Voice Response (IVR)
- Computer Telephony Integration (CTI)
- Predictive Dialing
About One Call Communications
One Call Communications is a leading provider of phone systems in North Carolina. We serve thousands of clients across Greenville, Rocky Mt., Goldsboro, Smithfield, & Wilson. We sell, install, and service business telephone equipment, voicemail and, voice and data network cabling.
We install and service premium quality products from Toshiba Telecom. We serve both commercial and industrial clients.
Call us today for your networking and communication requirements.
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