Your Call Centre Operations

What Is VoIP For Call Centres?

VoIP enables call centres to run a phone system entirely through an Internet connection, offering features like call routing, recording, and integration with other business systems. It does this by allowing call centres to make and receive phone calls over the Internet rather than using traditional phones. 

Provide Better Customer Service

Decrease Response Times

Numerous helpful features of VoIP systems enable employees to communicate with managers or supervisors in order to quickly fix problems with customers. 

Allow Flexibility For Agents

VoIP phone systems are location-independent. This means that your employees don’t have to come into the office to do their work so you don’t have to staff a large office and pay infrastructure costs.

Automate Simple Queries

Give clients quick answers to frequently asked inquiries, like when payments are due.

Clients who ask easy questions can receive immediate answers. This gives workers more time to respond to complex questions which improves the efficiency of your business.

Never Miss a Call

With call centre VoIP phone service, you can make sure your business will never miss a customer call.  You can set up rules so that incoming calls are directed to the next available agent. 

Why Choose bOnline?

bOnline offers VoIP phone systems that are ideal for call centres as they are high-quality, and they have budget-friendly packages. Here’s why you need to choose bOnline:

• Build trust: Build trust with a local search-friendly number and win more business by answering calls with a branded welcome greeting.
• Never miss a call: Handle multiple calls when busy with queues and hold music, and easily divert to voicemail when you can’t answer.
• Work from anywhere: Enjoy high quality calls on any device throughout the UK and while travelling.
• Get time off: Easily set closed hours and holidays so your business calls divert straight to voicemail.
• Grow with confidence: Scale easily by adding more team members and using call reports to better manage peak times.

Top VoIP Features Call Centres Need

Call Forwarding

Unanswered calls from office phones can be sent to mobile phones or other designated devices using automatic VoIP and call forwarding services, giving staff flexibility and guaranteeing that clients can always get in touch with someone who can assist.

Auto Attendant

VoIP auto-attendant features give call centres the ability to manage large volumes of incoming calls, connect clients to the relevant people, and even solve their issues directly using pre-programmed features.

Call Queues

Another crucial VoIP feature that’s perfect for call centres is known as call queueing, which allows for the automatic and strategic distribution of inbound calls to predetermined staff and business departments. 

Call Screening

Call screening gives staff a chance to send calls directly to voicemail. This feature works with the caller ID feature to help reduce instances of spam and other types of unwanted calls that can reduce business productivity.

Advanced Call Management

Advanced call management is a vital component for any call centre. It actively supports front desk operations while lowering consumer annoyances by enabling staff to prioritise, route, hold incoming calls.

Call Transferring

By sending a brief cold transfer or the simple introduction required for a warm transfer, staff members can create a smooth connection between callers and their intended destination.

Benefits Of VoIP For Call Centres

Lower Costs

The main costs of VoIP call centre software are the usage fees and a reliable internet service which you probably already pay for. This means you don’t need to purchase costly new equipment or worry about setting up a wired phone infrastructure which can save you money. 

Flexibility

Contact centers require flexibility to adjust to changing demands, and VoIP systems do this by allowing you to make calls using a variety of devices, such as desk phones, laptops, desktop computers, and cell phones. 

Scalability

Once your call center VoIP software is in place, all you need to do to scale up as your needs increase is buy more lines and let new agents access to their devices. In other words, adding wired phone lines or ordering new equipment are not necessary. 

Data Insights

Analysing your call data is vital to maintaining and improving your call centre performance and providing a positive customer experience. VoIP systems make this data readily available.

Advanced Features

A landline system cannot match the sophisticated functionality that VoIP systems offer. Call tracking, voicemail, caller ID, call forwarding, and all the fundamentals are usually included, along with extras like intelligent routing and interactive voice response.

Is VoIP Easy To Use?

VoIP is generally considered easy to use, as it can be quickly set up and operated with a stable internet connection, making it a straightforward option for call centres with most functions similar to a traditional phone system.