In today’s global technology change, much depends on the way we do everything possible and easy to make faster and effective communication. Choosing a good tool equipment in a call center industry is something that will give the highest priority. If you want your call center business to be on top of the competition then you have to check the type of tools for you to stay in this business.
This article will discuss about VoIP (Voice over Internet Protocol), its importance and how your work to your contact center industry. Many still do not have enough idea of how this technology helps in maintaining the quality of calls abroad. I have to say that the company I work for is known to be expert in providing information elements for any type of services as an offshore business. Based on the article written by Beau Rudd, CEO of unique interaction, outlined the straight definition of VoIP. Mr Rudd is a magician on stage call center and had been working in call center at age 17. Admit I am no more or less “knowledgeable” about this technology and how this work, but the idea Mr Rudd helps me a lot to fully understand this technology.
There is no doubt that Philippines is one of the leaders in using VoIP services, as the country is known to be key leaders in outsourcing. The call center owners are very particular when it comes to the money they spent for your business to succeed. Venturing call center is a serious matter. This is not just spending money and losing it sloppily. Best solutions to customer concerns is a way to show your clients that they are important.
What is VoIP?
Let me start by first defining VoIP – is the ability of an IP network to carry telephone voice signals as IP packets according to the International Telecommunication Union Standardization Sector (ITU-T) specification H.323. VoIP enables a router to transmit telephone and fax calls over the internet without loss of functionality, reliability, or voice quality. Another translation of this term is a category of hardware and software that enables people to use the Internet as the transmission medium for telephone calls. The voice data is sent in packets instead of using traditional POTS circuits. One of the advantages of VoIP is that the telephone calls over the Internet do not incur a surcharge beyond what the user is paying for Internet access, much in the same way that the user does not pay for shipping individual Internet through emails.
HOW IT WORKS?
Most telecommunications companies in the Philippines are using VoIP to streamline their networks by routing phone calls a circuit breaker and an IP gateway. Once the call is received by a gateway on the other side of the call, it is decompressed, reassembled and sent to a local circuit switch. Today, more and more companies including call centers are installing VoIP system. IP telephony makes sense, both in terms of economy and infrastructure needs. With VoIP, you can make a call connectivity anywhere you have broadband. Since the IP phones transmit their information via the Internet, can be administered by the provider anywhere there is a connection.
Mr Rudd, on the other hand, revealed that his company offers attractive package for any interested investors to venture into a call center. He said that VoIP is one of the backbone of the contact center industry, and ensuring that many software developers think that this service has a great future in helping the industry survive the possible changes of technologies in future. He stressed that his predictive dialer, you have to ability to:
Perform real-time monitoring of its agents Make outgoing, incoming, and the combined campaigns Click predictive, progressive dialing and power Make remote monitoring Is filled and / or on demand recording.
Please call barging, conference and transfer of internal / external calls
- Call Conferencing
His own phone extension
Your own free phone number for your account
The effect of having a quality service to increase sales and no complaints from clients who became his business partners, when the company began to outsource so far. VoIP will help you save a lot of money especially in phone calls to the U.S. inland. The benefits of this service is that international charges and long distance VoIP are much cheaper.
Depending on the package or service you select, you will get either unlimited or a certain number of minutes for North America (U.S. and Canada) for long distance calls. It simply means that all international calls are much lower VoIP than traditional phone companies, although the differences between providers are vast.
It is expected that in the next few years this technology will continue to provide a big impact for offshore business in the Philippines and elsewhere.