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| 2008-01-21 09:17:44 |
Maximizing VoIP Benefits in the Call Center |
| Enterprises are exploring which new applications they can run on their new VoIP platforms. The new VoIP platforms offer appealing features, such as a quick connect function that helps to reduce abandon rates by connecting the call with the agent prior to connecting with the customer. This feature eliminates the lengthy pauses associated with dialer-generated calls that many customers associate with incoming sales calls. Another function that many VoIP switches support is automatic recording, so a company can capture 100 percent of its calls. Consequently, calls can be automatically tagged and categorized for use to either streamline business actions or resolve disputes. Call center agents can be trained better with the VoIP recording component. |
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