Top 5 headlines transforming the landscape of VoIP in a Call center

by Ambreen Sajjad Content Marketer

As we all know that call centers are constantly switching to the Voice over Internet Protocol (VoIP) technology; and if we measure the ROI of VoIP technology in a call center, it would be considered as the most paramount need for every business planning to use VoIP. This article will provide a detailed insight into the latest headlines emerged which are transforming the landscape of VoIP call center and will also help in measuring the ROI.

Artificial intelligence may replace call center agents in the Future:

The trend of Artificial intelligence is increasing tremendously, and reports predicted that AI may replace the need of call center agents in the future because everything could be done easily in an automated way without even the help of a live agent. The report says, by 2020, call center agents will no longer be required to handle customer support calls.

Cloud-based call centers are driving VoIP adoption:

Many small and medium scale organizations are now driving down the customer service charges by simply distributing the workload of call center agents across various locations; and according to a research, VoIP is a key enabler in this regard. When companies consider using best VoIP service for their call centers, they can significantly reduce the costs and increase the quality as well. That’s the reason, today most of the business owners are efficiently deploying the services of cloud-based call centers, as they are seeing great improvements in customer satisfaction and return on investment.

Going virtual- a reality for call centers

Agent turn-over is considered to be the most significant issue in the past few years, as most of the call centers have not deployed the latest tools and software to boost the productivity. But according to an analysis, after deploying the virtual call center, the agent turnover rate is improved dramatically and more & more people are considering joining call centers for their better future. Moreover, the virtual call center will greatly expand the talent pool by enabling companies to attract people from different areas of the country.

Call center industry is undergoing massive change:

Call center industry is now striving to adopt different new technologies to enhance the growth and productivity. But according to the recent results, they are still plagued by multiple difficult challenges which are not allowing them to grow more efficiently. Recent analysis has predicted that both small and large call centers can improve their results by deploying several automated tools such as IVR, IP PBX, predictive dialers etc.

Choosing dialer software doubles the productivity of agents at work!

There are different software, tools, and techniques which can help agents to work efficiently and enhance their productivity. But dialer software, such as Autodialer and predictive dialer can work more productively in a cloud-based setup. Through predictive dialer, it is easy to make calls as it is completely based on agent’s availability; if the agent is free to talk, the call will be connected to the user and will also screen out disconnected and busy calls. In the case of auto-dialer, the calls will be dialed automatically with the intention of delivering a specific message to the users.

For more interesting updates on the latest call center industry news, visit VoIP Terminator and get professional advice regarding VoIP, dialers, and cloud-based call centers.

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About Ambreen Sajjad Innovator   Content Marketer

23 connections, 0 recommendations, 74 honor points.
Joined APSense since, March 6th, 2018, From Virginia, United States.

Created on Aug 20th 2018 02:56. Viewed 267 times.


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