2020 brought a lot of challenges that very few contact centers were prepared to tackle. Some had to cut down on staff, while others decentralized into remote outfits.
A popular motive on most call center managers’ minds as the year progressed was optimizing performance while cutting costs.
Since the contact center concept leans on telephony pipelines, Voice over Internet Protocol (VoIP) is no longer an option as much as it is a key component for efficiency. That goes for reducing overheads too.
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Why you should be using VoIP
Prior to a relatively tough year, predictions for the expansion of VoIP had already been announced. At the very least, the VoIP industry would have peaked slightly over $200 billion in valuation.
Watered down to corporate size, companies using VoIP were set to shave a cool $1200 monthly from their contact center spending if they had +/- 30 agents manning their stations.
These predictions, along with impressive skills that VoIP brings to office phone systems, are just the tip of the iceberg. There are plenty of great reasons for your company to adopt a VoIP phone system without delay.
Getting quicker ROI from VoIP phone systems
Upon finding a business case for VoIP phone systems, the next step would be to recoup your investment.
When it comes to making profits, three tips come to mind when looking to quickly optimize your call center:
- Integrate IVR into your VoIP phone system
- Make sure your contact center has an outbound call strategy in place
- Be among the first adopters of new technology
Now for a little more detail on how you can make your contact center 2021-ready.
Tip #1 – Integrate your VoIP phone system with IVR
Interactive Voice Response (IVR), takes an otherwise boring and lengthy customer service call and turns it into a prompt solution for the caller’s intent. Using pre-configured triggers, you can make sure your customers get the best service from the right agents whenever they call in.
Adopting IVR technology increases your contact center’s efficiency when serving customers. Good to note is how you don’t have to be (or employ) a programmer or know any coding in order to set up and reap the benefits of integrating IVR and VoIP.
Tip #2 – Schedule automatic outbound calls
Getting your investment right back when you start using VoIP requires a little more effort directed towards your existing customers. Better yet, you can automate outbound calls and retain more customers.
Given how cross-selling and up-selling customers already loyal to your business is cheaper than chasing new leads, outbound calls are essentially an untapped revenue source for plenty of companies.
Going into 2021, your contact center’s profitability odds will be improved by exploring as many revenue streams as possible. VoIP phone systems make all this possible… at the very least.
Tip #3 – Explore the latest technologies first
Every now and then a new innovation comes on the contact center scene. While not all of them are worth investing in, a select few actually revolutionize the industry.
Such was the case with NLU tech. Keeping an eye out for the latest trends and trying them out quickly can place you ahead of your competitors.
VoIP trends to expect in 2021
With a lot of companies hiring remote staff to work in their contact centers, expect more cloud services providers to venture into the area of business. Cloud architecture, by design, will increase the accessibility of contact center services across the globe.
Even as plenty of companies complain about the economic impact of the pandemic, VoIP is not showing any signs of slowed growth as yet. This makes optimizing your work all the more worth your time and money.
babelforce is a global cloud communications platform focused on No-Code integration and automation. It allows non-technical people to build even the most complex integrated processes for customer-facing teams, particularly in the call center.
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