Call centres using VoIP phones recommended by expert

Call centres that use VoIP phones are particularly well-suited for organisations specialising in customer service and sales campaigns, an expert has claimed.

Mae Kowalke, TMCnet senior editor, writes that this is leading to the increasing popularity of the on-demand "software-as-a-service" format for application delivery.

Call centres, when using VoIP phones, are useful for achieving the goals of modern customer-facing organisations because "most companies can now define themselves as 'global'", and the low costs of international VoIP traffic helps keep expenditure down.

In addition, VoIP phones help when a business "is designed to be instantly available, on demand, to agents no matter where they are located".

She added: "Given rising travel costs, and the challenge of serving different time zones, locating agents in various areas makes strategic sense.

"Picking a centralised system that lets agents log in and have their performance tracked, regardless of where they’re working from, makes a lot of sense."

This is part of a trend towards utilising technology to make sure that performance and customer care standards keep up with market changes.