Welcome to the world of VoIP.
Before business process outsourcing (BPO) and the term VoIP call center became popular, companies would have an internal department to handle product or service marketing, all sales calls, as well as customer-related concerns. Depending on the size of the company, this department comprised four to five persons engaged in finding prospective clients, and in keeping the existing ones happy.
In this age of BPOs, the departments that handle consumer-related concerns are no longer within the companies, but instead, the function exists and are discharged by what are now called call centers. In the past, voice transactions were usually done within the confines of the office, using regular telephone handsets. In call centers these days, agents handle the calls for client-companies using telephones or mobile phones, and with the inception of Voice over Internet Protocol or VoIP, it is now possible to perform call center tasks over the Internet.
Traditional contact center vs VoIP call center
Most traditional call centers operate using the Public Switched Telephone Network (PSTN), also referred to as plain old telephone service (POTS). This kind of phone system uses legacy phones that work through switches, requiring all of the involved phones to be wired into one system.
On the other hand, a VoIP call center can operate anywhere there is an Internet connection. This is because VoIP works by gathering analogue audio signals, and turning them into digital data that can be transmitted over the Internet.
Moreover, VoIP allows users to deliver multiple functions from a single VoIP call center. With advanced built-in features that include unified messaging, call queue, and an upgraded version of the traditional conferencing, VoIP call center professionals can cater to more customers and more of their concerns.
VoIP offers a myriad of advantages, not only for contact center owners, but also for entrepreneurs. In today’s fast-paced world where competition among businesses has become increasingly tough and companies consistently need to find new strategies and ways to stay ahead, upgrading from a traditional contact center into a fully-functional VoIP call center might be just what a business needs to thrive.