In theory, a call center is supposed to improve efficiency, customer service and productivity, while it lowers both labor and operational costs. However, many businesses of all sizes — from small start-ups to large enterprises — have fallen into the gap between theory and reality.
This isn’t because call centers are inherently riddled with problems — because that is not the case at all. On the contrary, some of the world’s most successful businesses have been relying on call centers for years; not because they have a personal preference, but because they can clearly see the bottom-line results.
The problem is therefore not in the model, but in the technology. Specifically, an on-premise call center infrastructure can — and often does — create challenges and obstacles vs. reduce and overcome them. Below, we highlight three call center problems that are common with on-premise deployments, but are fully resolved with an advanced and innovative VoIP system:
Problem: High Overhead Costs
With an on-premise call center, businesses must house reps and agents on-site — which can be excessively and prohibitively expensive, since suitable office space must be allocated for each employee. In some cases, businesses are literally “bursting at the seams” and obligated to move into larger premises to accommodate their increasing call center workforce.
With a VoIP system, businesses can use remote workers and distributed teams that are located off-site — such as an office where leasing and overhead costs are dramatically cheaper, or even from home offices based locally or in other parts of the world (which is ideal for offering extended support hours due to time zone differences).
Problem: Limited Channels and Touchpoints
Today’s customers — and not just Millennials and Gen Zers! — are interested in connecting with businesses via email, instant messaging/SMS, and other web-based channels and touchpoints. However, a conventional on-premise phone system uses legacy technology that makes integrating these new methods difficult, costly — and in some cases, impossible.
However, a VoIP system is designed to leverage unified communications. As such, customers can connect with a call center rep through the method of their choice — and not just via phone — in order to get the answers and information they need.
Problem: Low Performance and Engagement
Working in a call center environment is often fast-paced and stressful — which means that low performance and low engagement can take root, and lead to everything from lost customers to high turnover. A VoIP system delivers unprecedented visibility so that supervisors, managers and executives can track and report on a full range of KPIs and metrics — and keep performance and engagement consistently high.
To learn more about reaping the rewards of a VoIP call center — and to avoid or overcome the key problems described above — contact the Votacall team today. Your consultation with us is free.
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