Switching Your Call Center From Analog to VoIP

In many situations, a call center constitutes the initial reaction between your company and you. Because of this, it’s important to note that the first priority of business is communication with customers. This will actually supersede sales and marketing in its level of importance. With VoIP, a call center can conduct business in much the same was as an analog call center. However, there are other features to be considered with VoIP technology.

Business Considerations for VoIP Call Centers

The primary reason that a call center might become interested in switching over from Analog to VoIP technology has to do with the budget savings associated with VoIP. Calls that are made can be far less expensive with VoIP systems and there are more management features and flexibility options available. VoIP savings can represent an opportunity for a call center to grow through the addition of inexpensive connections to new calling stations.

When a call center is in the market for a business VoIP installation, a detailed investigation of all the specifics is absolutely necessary. Choosing the right setup and options will make the difference between a call center succeeding or failing. Knowing what questions to ask a provider can assist you in making the transition from an analog call center to a more effective and advanced VoIP call center.

Things to Look For When Considering a Switch to VoIP

You will need to ask yourself some questions before proceeding with a VoIP changeover. The first question has to do with the call center’s IT resources. Is the on-site IT department sufficient enough to handle VoIP maintenance and management? If not, then you will need to budget for a hosted VoIP PBX solution. The reason for this has to do with the call center’s number one priority, which is reliability. You will need either a trained 24/7 IT staff to handle any system issues or an outsourced staff that can guarantee 24/7 support.

The next thing that is to be considered is the type of call center agent monitoring that you will need. This means that if you are considering an outsourced VoIP solution, what type of tracking will you require for your records? This pertains to all the different departments that require data input. Will the outsourced VoIP solution be able to assist with the needed business input? If the VoIP solution is in-house, are you prepared to train management personnel when it comes to understanding how to use the tracking and monitoring software?

Other Call Center VoIP Considerations

Data security is also a concern when you are dealing with call center clientele. Will your IT staff have the necessary resources to handle the security issues involved with VoIP technology? An in-house IT staff will need to be properly trained in IP PBX security, otherwise a hosted solution may be more appropriate.

Bandwidth requirements will also need to be reviewed. Since the VoIP services will run off the Internet, the call center will need enough bandwidth to run both voice and data communications with clarity and reliability. If sufficient bandwidth is not available, then problem can arise that include:

• Call hang ups
• Audible static on the phone lines
• Voice echo distortions
• Freezing data applications

These issues are potentially devastating for a call center. Not only will they interfere with normal work, but they will add considerable stress to the agent and management staff. Call center work is considered a high stress job to begin with, therefore technical issues are to be avoided at all costs. Discussions regarding available bandwidth will be required and an OC48 (or more) gigabit connection may be needed, prior to making the transition to VoIP. This, of course, would add to expense of a transition.

Other considerations will include call center volume. This means current and projected call and data volume. Geographic locations are also important. If there are multiple call center locations, then the question needs to be raised as to the feasibility of multiple in-house solutions. In many cases, an outsourced VoIP solution may be the most cost effective. What about future upgrades if you choose an in-house solution? You will want a VoIP call center set up that is easily upgraded or downgraded without a lot of additional costs attached. Is your existing LAN reliable? If not, then all of your future VoIP connections may be disrupted. The requirements for your LAN can be discussed with your selected service provider.

In the long run, the money that you save by switching your call center from analog to VoIP will depend on the resources that you have available. The more you know about VoIP communication options, the better you can make an informed decision. This includes pricing, procedures and VoIP technical aspects. VoIP is now becoming the standard of many large organizations. Perhaps it is the best choice for your call center, as well.