How a Hosted VoIP Solution Improves Call Center Productivity

Call centers are under constant pressure to improve call center productivity; especially since operational costs like rent, utilities, insurance and security are constantly increasing, right alongside prospect and customer expectations. Finding better and smarter ways to “do more with less” is not just an important priority: in the long-run, it is essential for organizational survival.

In light of this importance, a growing number of call centers across the country are making the switch from a conventional on-site PBX phone system, to a cutting-edge hosted VoIP solution. Below, we highlight the 3 key ways that this decision directly substantially and sustainably improves call center productivity:

Call Center Productivity Advantage #1: Faster Time to Resolution

A hosted VoIP solution empowers employees to resolve requests, issues and problems faster – which is not just a win for prospects and customers, but it measurably improves call center productivity.

For example, callers can easily use an IVR to direct their call to the appropriate team or department (e.g. technical support, new sales, etc.). Furthermore, employees can communicate with colleagues in real-time through instant messaging, which reduces – or better yet, eliminates – the need to put callers on hold. A survey by Consumer Reports found that being placed on hold for a long time was among call center callers’ top “pain points.”

Call Center Productivity Advantage #2: Advanced Productivity Metrics and KPIs

With a hosted VoIP solution, supervisors and managers can access a range of advanced productivity metrics and KPIs at both the team and individual employee level. These statistics include (but are not limited to) average number of calls, average length of call, proportion of calls that are resolved at the first point of contact, proportion of calls that are escalated to a higher level, and so on.

Ultimately, supervisors and managers can use this actionable data to establish and enforce best practice, proactively identify coaching opportunities, and clearly analyze if, how, and to what extent productivity is improving in different areas.

Call Center Productivity Advantage #3: Helps Prevent Employee Burnout

While most jobs have some degree of stress and anxiety, as noted by Anxiety.org,  call center employees are routinely subjected to especially difficult working conditions due to a variety of factors; most notably the fact that some callers do not hesitate to vent their frustrations -- and sometimes, their rage.

Aside from the unfortunate toll this takes on blameless employees, it also had an adverse impact on the call center as-a-whole, since it leads to systemically poor performance, widespread burnout, and high costs of turnover. According to the Human Resource Institute, replacing frontline call center staff costs about $10-$15k per employee.

A hosted VoIP solution can help mitigate this negative situation by giving supervisors and managers a clear picture of workload burden, so they can re-balance responsibilities and quotas as necessary. What’s more, they can see which agents are unacceptably inactive, and can intervene vs. let their lack of productivity be subsidized by top performers.  

Learn More

To learn more about how a hosted VoIP solution can help you increase call center productivity, contact the Votacall team today. Your consultation with us is free. For more information about hosted VoIP phone systems and the truth behind common myths, download our FREE eBook: