Voice over Internet Protocol (VoIP) technology could be a solution that may lead to potentially reduced costs for call centres, a writer for Inside CRM asserted.
Ellen Smith stated that call centre agents can use VoIP features such as call recording, voice mail, call routing, live chat and interactive voice response, but added that there are a number of things a firm should consider before adopting the technology.
In addition to the type of call centre and scalability of the service, firms should also consider the advantages and disadvantages of having a computer-based service versus a home-based service.
Furthermore, a security provisions, such as setting up a virtual private network, can be beneficial, Ms Smith wrote.
Earlier this year, Eric Slack, also of Inside CRM stated that VoIP technology can improve call centre services in a number of ways.
In addition to cutting costs, Mr Slack said that VoIP can streamline operations, leading to a better use of resourses.
He also added that VoIP can help provide additional safeguards to prevent unauthorised people from accessing calls.
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