Hosted VoIP PBX as a Call Center Solution

Over the past few weeks, we’ve covered how a FreedomIQ Hosted VoIP PBX is great for dispersed workforces, providing advantages when it comes to telecommuting and connecting remote offices. But this is to take nothing away from a hosted VoIP PBX when it comes to supporting a large central office.

Today I’ll shine some light on how FreedomIQ is an ideal call center solution, full of features that will help you efficiently operate and manage your busy phone system.

1. Intelligently Routing Calls

The first key benefit of using FreedomIQ as your call center solution is the ability to create special ring groups of employees with ACD routing and call queuing. You choose how you want your calls distributed to each of your different groups, including options like round-robin, skill-based routing, and simultaneous ring. Then you can set up a call queue that will keep your callers on hold with professional hold music while your hosted VoIP PBX continues to ring this group until someone is available.

2. Monitoring Your Call Activity

Effectively managing a call center is no small task, and a FreedomIQ Hosted VoIP PBX gives you the tools you need to stay ahead. All of the call activity that takes place on your phone system is available to you online through detailed visual call reports in your administrative console. You can see who is answering calls, who is missing calls, and also view important metrics like average call duration to address issues before they get out of hand.

To take call center management to the next step, your hosted VoIP PBX can be set up to record calls and store them online so you can review what is actually being said to your customers. This amazing feature can help you improve the quality of customer service you’re providing and can also be used to help your salespeople refine the effectiveness of their sales pitch. This feature can also help you avoid legal issues by quickly resolving disputes over what may have been said during the course of a conversation.

3. Trimming Down Your Phone Bill

With the way most phone companies are moving, replacing a traditional PBX with business VoIP service at your call center can slash your phone bill with FreedomIQ’s unlimited long distance and cheap international rates. Customers have saved over 50% month-to-month by making the switch. Since FreedomIQ is a hosted VoIP solution, there’s also less equipment to buy and pay to maintain.

4. Wireless Headsets for Hands-Free Efficiency

For optimal efficiency, it’s recommended that call center employees use wireless headsets so that they’re free to use both hands and even move about the office as needed to address a caller’s needs. This is why we recommend the Jabra GN9350 – a cutting-edge wireless headset compatible with our line of supported Polycom VoIP phones that has an up to 300ft. reach and noise-canceling microphone.

5. Testing Your Call Center Capabilities

It’s important to understand that any business VoIP phone system is going to have bandwidth requirements, especially if you’re using several dozen VoIP phones at a single location. The vast majority of companies using a business-class data connection aren’t going to experience any issue, but if you’re ready to make the move to hosted VoIP, we recommend running a free VoIP speed test from your call center just to be safe.