VoIP Call Center

Say goodbye to having to buy, maintain, and upgrade expensive and bulky equipment. With a call center built upon VoIP technology, you don’t need a costly wired phone infrastructure in your building.

If you already have a traditional phone system in place, you will probably be able to retain and reuse much of your existing equipment, such as headsets. But the great thing is that you no longer need to worry about budgeting for maintenance like the latest phone models or network upgrades. 

There’s good news when it comes to the cost of calls. VoIP calls are typically cheaper than ones placed on a legacy landline, so every single time your team places an outbound call by VoIP, your business is saving money.

The ability to log in using any device no matter where you are in the world offers you the ultimate flexibility. VoIP call centers are a global solution for the modern workplace. No matter where in the world your employees work, the VoIP call center makes sure they’re all connected.

Is your business expanding fast? Good for you! That means you need to be able to scale everything up quickly, and that includes your call center capacity. With VoIP-based call center solutions, you can grow your capability as quickly as you need to without a problem.

You can add lines quickly and easily just by buying additional access, increasing capacity pretty much instantly. All you need to do is set up your new representatives in the system, and you’re good to go.

The easy set up and usability that comes with a VoIP call center saves you time in learning — and training employees — on a complex system. The user-friendly interface helps your agents take to the new system like ducks to a full-service duckpond. And because there’s no need for specialized equipment with this call center, you can handle calls and manage users from any internet-connected device.

With the Vonage Admin Portal, you can customize your platform in any way you like, suiting your particular business needs. A Vonage expert can help guide you through setting up your Admin Portal options step by step.

To take your call center communications to a whole new level, there are integrations with all kinds of business apps. Why not integrate your call center with your customer service management tool, for instance? That way, your system can use the information you already have about customers to route their call to the best agent for their needs.

And one of the great things about using a VoIP service for call center tasks is that you get a lot more bang for your buck when it comes to features versus traditional landline systems. 

Sure, you’ll still be able to make full use of the functionality you have come to expect, like call forwarding, call queuing, and more. But you’ll also get access to a whole array of new and incredibly useful features. These may include:

Modern work settings need modern solutions. While there are many challenges in managing workforces — remote or hybrid — deploying VoIP for call centers means that communication doesn’t have to be one of them.

With a VoIP call center, all that your employees need to do their jobs is an internet-enabled device and access to your system. Working from anywhere in a globalized market can be very useful.

Allowing employees to work remotely can widen your hiring pool dramatically. If it’s not necessary for everyone to be on site to perform their roles, you can attract the top talent from various locations.

Concerned that switching to VoIP might create conflict with your existing tech stack? Don’t be. VoIP call centers are specifically designed to fit over the top of your legacy system.

There may even be some pieces of hardware that you’d like to retain, and that’s absolutely possible. For instance, you can use many traditional phones with VoIP systems just by plugging them into an adapter.

All this means that you don’t have to worry about the possibility of large amounts of costly downtime when you make the switch. Instead, the transition will be so seamless that your customers won’t even notice it.

Your chosen system may have a wealth of features, but if the onboarding process is heavy-going, that’s a strike against it. You need to be able to have confidence that setting up and getting started will be smooth and seamless. After all, you have a business to run, and you want as little disruption as possible.

Similarly, having support available when you need it is essential. Some vendors provide round-the-clock support, whereas others limit their service to standard business hours. 

So, before you commit to buying your VoIP call center solution, make sure to research what support is available and whether it’s right for your situation.

Every business decision you make has an impact on the bottom line. With whatever call center solution you choose, you have to know that you’re getting value for your money. 

Obviously, moving from a legacy phone line system to a VoIP one is a major shift, so drilling down into the details of the numbers is crucial.

You’ll generally find that installation fees are fairly low since VoIP systems use the already existing internet infrastructure — but there could well be an account activation fee. 

Watch out for additional costs that may apply to your business in particular, such as hidden activation fees. Make sure you fully understand all costs before making your choice.

One of the key benefits of adopting a VoIP call center is that you no longer have to budget for the expense of running on-site infrastructure. But that does mean that you don’t have full control over network security. 

When moving to a third-party hosted VoIP call center, it’s absolutely critical to select a trustworthy partner that takes security seriously. 

Look for a service that uses high-level encryption. Good vendors will be completely transparent about the level of security you can expect at different tiers of service. Your job is to select the degree of security appropriate for your data.

You’re already running a variety of applications that are familiar to your teams and work well. Your new system needs to play nicely with them. In fact, this tends to be a strength of many VoIP services, which often come with multiple integrations.

The exact list of integrations available will vary from service to service. It’s vital to choose one that dovetails with the apps you already use. 

If you use Salesforce, for example, make sure you choose a VoIP solution that comes with a Salesforce integration rather than one that favors another CRM.