28. November 2012 19:19
VOIP stands for Voice Over Internet Protocol. It is a technology that is used for the transmission of voice data over the Internet by making use of various protocols. It works through conversion of the traditional telephone signals into digital form and transmitting them as packets like the normal data. With the invasion of technology on every aspect of our lives, the role played by customer support centers for offering technical support in case of issues faced by the customers has become all the more significant. Such help has a great utility for the users. There are various means through which the required support can be delivered to the customer. VOIP is one of the most effective among these means.
Any customer support center that operates today needs to maintain a continuous flow of information between its clients and customers. Healthy interaction among them lays the foundation for a successful business. Communicating through the use of the conventional land telephone systems is a very costly proposition and budget constraints do not allow companies to follow it. VOIP facilitates an inexpensive and efficient way of maintaining that link of communication.
The world has literally become a global village. Many customer support centers need to keep in touch with their huge base of customers spread across different parts of the world. By making use of the internet infrastructure that they have at their disposal, they can easily remain in contact with their customers anywhere in the world. As VOIP is cheap, it is the perfect option for customer support centers for overseas communication.
Besides being cost-effective, there are many other features that a VOIP system offers. These features greatly enhance the user-experience and hence assure the firm of strong customer loyalty.
A VOIP system allows the customer care executives to maintain data pertaining to specific customers which come in very handy during real-time interaction. The provision of making multiple calls simultaneously is another feature that is hugely beneficial. In an age where nobody has time or patience, such a provision means addressing the concerns of many customers in one go.
For certain specific issues, the calls can be easily transferred to the appropriate department that can handle the customer’s query. The call transfer feature is yet another advantage of using the VOIP systems.
There are some services that are commonly sought by customers. The round-the-clock voice support that a VOIP offers for such services greatly reduces the trouble that the customers have to go through. These services could be in the form of subscribing to new services or modifying the existing ones. VOIP also allows the customer support centers to maintain caller IDs. A VOIP thus offers an array of attractive features that can help the customer support centers to handle their customers in an effective way.