Written by Beth Hildreth on August 3, 2013
Categories: Industry Articles

Did you know that 85 percent of customers would stop doing business with a company after experiencing poor customer service? Simply put, when things go wrong, customers will typically leave you to find business elsewhere. And when it comes to the call center space, experiences like long on-hold times, disgruntled call center agents and poor call quality can be the key ingredients for disaster.

On average, seven out of 10 callers are placed on hold when they try to contact a business. In fact, the average person spends1.2 years of his or her life on hold, which means that most callers are spending a significant portion of their interaction with your business frustrated. So how can you give your center a push in the right direction? By relying on VoIP technology to bolster your customer service model.

Thanks to the social media revolution, customers are more empowered than ever. Because of this, refusing to communicate with customers via social channels in 2014 will be as harmful as ignoring emails or phone calls today. Currently 13 percent of incoming support request channels come from social media, and that number is projected to grow by 53 percent in the next year. In other words, your customers are social butterflies. By implementing VoIP technology, you can stay connected with your customers across any channel.

Business hosted Voice over IP (VoIP) is practical for both large and small businesses, making room for maximum efficiency while enhancing customer service. The best part is that your business won’t necessarily need to get rid of its existing technology in order to make the switch. For example, if you’ve got an existing private branch exchange (PBX) phone system, you can implement a SIP trunking solution which allows you to enjoy the benefits of VoIP technology while not having to get rid of the equipment in which you’ve already invested. But if you’re ready for a complete communications overhaul, you can opt for a hosted PBX solution, which means a third-party manages and houses the equipment.

By integrating hosted PBX into the workplace, you’ll have no trouble connecting with your customers outside the office with just about any device, whether it’s your smartphone, tablet, handset or home phone. The idea is that you can provide customers great service anywhere, anytime.

As a call center manager, you understand the frustration customers experience when they’re transferred from one extension to another until they’ve reached the correct one. A virtual contact center system powered by VoIP technology, however, gives your customers the power to quickly be directed to the appropriate agent who will best answer the query.

If you’re looking for more than just a phone service, VoIP could be the perfect choice for you. By pairing your VoIP-powered technology with a hosted PBX system, you can seamlessly connect with your customers across any channel. Not only will you upgrade your call center to more advanced technologies, but you’ll also provide your customers with the service they’re looking for and avoid losing any business.