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This is what the Customers sometimes hear when they call some company: “Hello! This is Noname, owner of Noname company. Now all the operators are busy. This is a mess. Let’s do the following: if after 18 seconds no one answers your call, you will receive a discount of 450 pounds. I’m starting the countdown – 18, 17, 16, 15 …” And the client sincerely hopes that he will stay on the line longer.

There is a standard in the world practice of call-centers industry: the operators must answer 80% of calls within 20 seconds. This Noname company can boast such a level of service. Does the call center of your company meet international standards?

If you now look down and confusedly come up with excuses for the fact that customers “hang” on the phone for 10 minutes, boiling with indignation and hanging up, read this article. We have prepared for you a life saver solution of the problem.

Digital telephone communication is a great thing. It’s cheap and convenient. We will not talk about it abstractly, but give the experience of using a virtual PBX in a large company.

A Case Study Of Using IP-Telephony In The Call Center Of A Large Company

Our company uses telephone communication from the first day to support users on incoming calls – this is embedded in the business model. The first four years we used the city phone number, then there was a need to receive calls to the number 8-800.

Almost five years the function of telephony was carried out by several mobile phones with established redirection. The process of working under this scheme sometimes looked comical: callers and vibrating devices, running around the office with a tube to transfer it to the right client manager. Outgoing calls, which we use to attract new users, we did from Skype. At the same time, such a trivial and almost free model of communication with clients did not at all embarrass us.

In 2013, our business grew by 150% over the year. In the hot season, we processed about 3,500 calls a month. Work with users has become more difficult and time-consuming.

We decided to distinguish the incoming call flow: requiring assistance in the work to transfer to the technical support team, and from potential customers to the sales department. Without such innovation, the average call processing time increased very much and affected sales.

We needed a virtual automatic telephone exchange, which would meet our main criteria:

  • A completely ready solution without support from our side;
  • Presence of voice menu;
  • The possibility of organizing several call queues;
  • Function of the schedule of calls;
  • Record and store conversations;
  • Ability to integrate with CRM.

After the introduction of virtual telephony, we opened a remote contact center VoIP (the main office is in Moscow). And immediately it was useful to synchronize PBX with CRM: if the contact is already entered in the client’s card, then when it contacts the company, the call comes to the manager, for which this client is assigned. If the contact is not found in CRM, a client card is automatically created.

Now we want to connect the telephony with the user support portal. With this organization of the process, our specialists will be able to see on their screen the last messages associated with this subscriber, the name of the account and its status in our system.

In order to reduce the number of unanswered calls, we use the possibility of redirecting from one office to another in case all employees are busy. At the same time, the call remains free for the customer.

In September 2014, with the company’s continued growth, we began to process up to 7,500 calls a month instead of 3,500. Employees of the first line of technical support sort the entire incoming stream by transferring the call either to the support consultants or to the sales department.

Unanswered calls remained; its number is 5-7%. We will continue to improve our assets.