The key features are the quality of calls, their cost, and how easy it is to use. Key features should include:
- Call quality: Ensure that the call is clear and can be transferred without any problems.
- Cost: You'll need to ensure that you can get a competitive price from your call centre. If it's too expensive, you might spend more money on calls than if you were using a standard phone system. If the call centre is too costly, you'll find it's a waste of money since businesses could get better rates elsewhere.
- Ease of use: Your VoIP call centre should be easy to work with and understand. You don't want to constantly ask your provider how to use their product—that would defeat the point. Customer service is important too, and so is the ability to quickly manage to resolve any IT issues causing your VoIP issues. And at The One Point, we can offer one complete service. So you're not dealing with companies who are passing the buck.
Primarily, you want to look at the quality and reliability of the call centre. Phone calls should be filtered, recorded and monitored smoothly and successfully. You should then ask about other features or benefits such as faxing, texting, market research, etc. Your call centre offers so you can explore those possibilities.
You should also consider your team size and future plans because you should make sure the call centre you choose can scale as your business grows.
You may be wondering how to plan your call centre if you have multiple locations from where your business operates.
An increasing number of call centres now allow sites across all business locations. This means you don't have to just consider your HQ when planning your call centre so that it can accommodate multiple locations. This is also relevant if you have employees who are remote or mobile workers but can still take calls on the go.
A VoIP call centre should also be located in a place with good internet connectivity. This will ensure that calls are made and received without any problems. In addition, the call centre should be located in a place where the cost of doing business is low. This will help keep your costs down and ensure that you can provide your customers with a competitive price.
Intelligent routing is also necessary when choosing where to locate your call centre. This means the system should be able to distribute incoming calls according to agents' resource availability and skills. Intelligent routing will be essential for businesses if you have multiple agents across different time zones.