How Does VoIP Improve Call Centre Productivity?

Over the past couple of weeks, the MeloTel Blog has been honing in on the many benefits of using VoIP technology. And why shouldn’t it? Since our company’s inception, we have championed the use of VoIP over the traditional landline as it provides businesses with numerous advantages. This is especially true for companies that operate call centres to get the word out about their products and services.

How beneficial is VoIP technology to a call centre environment? Firstly, it makes it so that “old school” manual dialing is a thing of the past. Using MeloTel’s DaFeeder Preview Dialer is just one way to improve the productivity at your call centre. It speeds things up by enabling your phone agents to use one-touch dialing to make their calls. But, perhaps, more importantly, the feature provides an online filing system that allows your staff members to write detailed notes about each lead.

This way, your team spends more time focusing on the leads that are the most promising. Placing different leads in their appropriate categories helps for call centre managers to design specific campaigns that cater to certain business owners. As well, having the ability to quickly label each call with a unique disposition makes it so that the system generates call backs to appropriate business owners at appropriate times. In other words, less time wasted means more money made!

But, in what other ways can VoIP improve call centre productivity? VoIP technology has revolutionized the way that call centre managers are able to provide feedback. Gone are the days when managers and trainers had to sit directly beside their phone reps in order to overhear their phone conversations. With features like our Monitor/Whisper Control Panel, managers and trainers can listen in on calls without anyone being the wiser.

The “monitor” portion of the service allows for calls to be heard live and while they are happening. That way, phone agents can be monitored in real time to ensure call compliance and the following of customer service policies. The “whisper” portion of the service enables managers and trainers to drop in to the phone calls while they are happening. They can either provide undetected tips to their phone agents or take the calls over completely.

The Monitor/Whisper Control Panel is highly heralded for its ability to vastly improve customer satisfaction at call centres. Firstly, it helps for feedback to be provided immediately so that complaints and concerns are handled appropriately without having to schedule future call backs. Secondly, it enables escalated calls to be addressed expeditiously. One of the feature’s biggest benefits is its enabling of call centre managers to resolve issues quickly. This is always good for business.

At MeloTel, we remain excited about the fact that we’re “Canada’s Hosted Company”. We’re widely appreciated for providing the nation’s small to medium-sized business owners with VoIP-based Commercial Phone Services that have greatly improved their business practices. For more information on any and all of our services, please don’t hesitate to contact us at 1-888-MELOTEL or use the “Live Chat Support” feature on our website!