The technological advancements of the 21st century have benefited many different fields. The benefits have been largely universal. It has made a great impact across the globe and at all levels of society. Both the individual and corporate sector have been influenced by the technological breakthrough of this century.
The customer service sector has also not been immune to the impact of the technological revolution of this era. One such technological breakthrough that has greatly influenced the customer service sector is Voice Over Internet
What is VOIP?
VOIP can be said to be a fusion of two relatively traditional technologies – internet and telephone. It has upgraded the traditional way of communicating with clients. Using VOIP, communication takes place over the internet rather than through telephone lines. VOIP technology converts the analog audio signals to digital data that is transmitted over the internet.
Benefits of VOIP
There are various advantages for firms to avail VOIP technology in communicating with the client. Some of the benefits of using VOIP technology include:
• Enhanced Customer Service
• Better Penetration to Additional Customer Market
• Minimize Manpower Requirements
• Enable Collaboration and Team Work
• Decrease in Delays and Downtimes
• Optimized Productivity of Customer Center Staffs
Reduced Cost of Operation
Installing VOIP will result in improved profit for the company. It reduces operational costs and boosts the productivity of the company. This positively affects the bottom line of the company. VOIP can handle incoming calls more efficiently. It can filter calls and automatically direct them to the concerned personal. This reduces caller-waiting time as customers are directly connected to the required person without talking to the receptionist first.
Modern VOIP solutions provide exceptional benefit to the firms in that they allow creation of virtual contact centers that have no time restrictions, no geographical limitations, and can manage a large number of both local and international calls.
The VOIP technology allows companies to handle all forms of communication through a unique voice and data network. It ensures that the all the customers are dealt with in an efficient manner thus ensuring that they remain satisfied and contended with the services of the firm.
Improved Voice Quality
VOIP technology is one of the most valued call center solutions that enhances the quality and clarity of voice calls. Many businesses have adopted VOIP due to the leverage provided by the technology in terms of improved quality of communication.
VOIP enhances the quality of sound that allows for clear communication with the client. Normally telephonic communication is prone to voice distortions and cross talks. Since communication takes place over the internet, no such distortion is experienced with VOIP.
Apart from the above, there are various other benefits of using VOIP technology in call centers. No matter what is the size of the business, VOIP will greatly benefit in improving the productivity and efficiency of customer service performance. This will eventually result in better customer satisfaction, improved goodwill, and most importantly enhanced profitability of the firm.