VoIP stands for Voice over Internet Protocol. This revolutionary technology, which is particularly suited to small and medium-sized businesses, allows you to use the Internet instead of one or more phone lines to make and receive telephone calls. VoIP works equally well with both brick-and-mortar and virtual or offsite call centers.
One of the chief benefits of VoIP is that it can handle a virtually unlimited queue of calls in the order they were received. This saves customers the frustration of getting busy signals or being redirected to a voice mail system. Unfortunately, it also means that during the companies busiest times, the wait for a customer service agent can grow alarmingly long. Managers who use VoIP need to be aware of this issue and staff an appropriate number of customer service representatives during the busiest times of the day and/or the busiest seasons.
Using the Automatic Call Distributor
One sales strategy tool that a manager can use to handle VoIP calls in a timely manner is the automatic call distributor, or ACD. The ACD interacts with callers, using push button or voice recognition technology to identify the reason for the call and ensure that the caller is placed in the queue for the right department.
Automatic call distributors can also be programmed to play soothing music, announce wait times, and offer additional solutions to impatient customers such as visiting the online help center to try to resolve the problem or calling back at a time when call volumes are usually lower.
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Recorded Calls Offer Valuable Information
Another valuable tool that is standard with most VoIP systems is the ability to randomly or selectively record calls. These recorded calls can be used for several purposes. For instance, they can help managers determine the average lengths of different types of calls. Managers can also use recorded calls to train new staff and to ensure that the company is providing friendly and helpful customer service.
Finally, VoIP saves the company money because the company no longer has to pay separately for each call center phone line.
If your company is planning to make VoIP technology a part of your sales strategy, take some time to study the software’s features and capabilities. You will almost certainly find that VoIP can help you manage and schedule your call center to minimize wait times and maximize customer satisfaction.