One of the biggest operating costs for many businesses is the cost of communication. This cost can be easily slashed by implementing a VoIP based call center. Voice over Internet Protocol (VoIP) allows for voice data (phone calls) sent over the internet. This allows for the company to be unencumbered from costly infrastructure investments. The management of the VoIP system can also be automated thus freeing your personnel to concentrate customer needs. Since the technology is simple to understand and the training is similar to traditional call centers, you do not need to invest money in training IT administrators. This results in a net reduction in cost.
VoIP System vs Traditional Model
The traditional call center consists of a Private Branch Exchange (PBX) phone system used in managing the network, as well as the software to handle reporting. The PBX system requires a large financial investment that may not be viable for a Small-Medium sized enterprise.
In a VoIP setup, however, there is just data service. For instance, a company having 10 call center employees out of 100 workers, the services can be implemented for only the 10 people. This has the effect of lowering the economy of scale.
A VoIP system has the further advantage of being based on the number of phones and not based on the number of phone lines. A line based system unlike the phone based system has monthly bills per line regardless of its use or lack there-of.
The virtualized office telephone system is thus a better option for Small-Medium sized Enterprises (SMEs) while escaping the huge cost factor associated with setting up a call center.
Using a data based system is a cheaper alternative to the traditional phone line models as the associated set up and running costs are greatly lessened and thus beneficial for SMEs. The system is however not very useful to a large company.
- The VoIP system offers increased functionality such as cell phone integration, mailbox service and even a paging service.
- The virtual office telephone system also offers a greater capacity to the call center, making it possible for fewer attendants to handle a larger number of customer lines this includes the auto-attendant service.
- A VoIP based system can be automated.
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