Is Hosted VoIP Robust Enough to Run a Contact Center?
The Adoption of Hosted VoIP platforms may be on the rise, but there’s a general assumption that this kind of technology is only appropriate for small to medium enterprises. Sure, it’s great for facilitating consistent and reliable communication. However, many believe that despite its numerous features, Hosted VoIP isn’t robust enough to handle an industry where calls and communication are the backbone—like contact centers, for example.
Many businesses today are using Hosted VoIP as a foundation for their contact centers because it helps reduce costs while streamlining operations within the company. Hosted VoIP actually makes communication between customers and agents more efficient. In fact, reviewing all the reasons companies are apprehensive about the technology can help address the concerns you may have about the platform. Check out these reasons below:
1. On Call Quality
Contact centers receive a high number of calls every day. The sheer volume of daily calls leaves many companies assuming that a cloud-based system isn’t powerful enough to keep up. However, the cloud-based nature of Hosted VoIP is the very reason the technology is able to offer mobility and flexibility. You can trust that a reliable provider will prioritize the audio quality of their service and ensure that it’s on par with, if not better than, traditional landlines or legacy systems.
2. On Coaching and Monitoring Features
Many contact centers believe that key contact center features for coaching and monitoring are only available for on-premise platforms that require expensive initial investments. However, Hosted VoIP makes it easy for managers to get real-time feedback about calls. Managers can even use existing features to coach agents on handling difficult customers. Additionally, calls can be recorded for future review and saved as a resource for training other agents.
3. On Scalability
With traditional or legacy phone systems, companies need a sizable upfront investment to get their businesses up and running. They need physical equipment and hardware, a place to store servers and data, and a dedicated team to run their systems. This means that if your company is primed for growth, you will need a significant amount of money to ensure your new team members have access to the same functionalities and features. This isn’t the case with Hosted VoIP, especially for providers that offer their services following a per-seat pricing system. It’s easy to scale up or down when needed.
4. On Ease of Use and Functionality
Call volume is one of the biggest concerns that contact centers must consider when setting up their infrastructure. For this reason, most assume that on-premise equipment is the only solution for handling high-volume incoming and outbound calls. Hosted VoIP, however, is equally optimized for this kind of volume. When in doubt, you can always review your service level agreements (SLA) to ensure you receive consistent and reliable connectivity and functionality.
When you gather all of the key features necessary to running a successful contact center, you’ll realize that Hosted VoIP is more than capable of handling all of your needs. It equips agents with easy-to-use collaboration and communication tools and managers with easy monitoring and coaching features, while ensuring cost-efficiency and full operational productivity. If you think your contact center could benefit from Hosted VoIP, give us a call at Jive today.