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ITP VoIP Improves Customer Service Call Centers with New Call Recording

September 13, 2011

By Jerry Olsen, Contributing Writer

When it comes to call center outsourcing in today’s competitive business environment, it’s essential for Customer Service Call managers to make sure that they meet their customers' quality expectations,

ITP, which stands for Internet Telephone, offers a number of free features to its customers, including call recording support. Call center managers and employees can benefit from this new technology by recording and playing back phone calls in order to resolve customer issues, improve customer service, and reduce costs in general.

ITP also incorporates VoIP (Voice over Internet Protocol), which allows you to make phone calls using a high-speed Internet connection. Call recording can also help call center managers identify any potential problems with call agents (such as work flow issues), or how well agents interact with on another.

In addition, managers will also be able to use call recording in order to evaluate employees’ responses to important customer cues. For example, sometimes a call needs to be transferred to a different agent, depending on the issue at hand.

VoIP call recording ensures that all agents have a unified view of the customer and are delivering the same information. The idea here is that customers need to get the same quality customer service no matter which agent they speak to on their call.

Using a newer technology called hosted private branch exchange (PBX (News - Alert)), call center managers will be able to easily identify customer issues and answer common questions from customers. Answers to such questions that can be quickly resolved by posting them on a FAQ forum or company website.

By addressing some of these issues offline, call center managers can reduce overall call volume, giving themselves and their staffs more time to focus on more important phone calls. ITP VoIP also offers the following additional services beneficial for businesses:

  • A toll-free number so customers can contact the call center at no charge.
  • A fax line (or virtual fax line) for simple document sharing.
  • Softphone support, allowing agents to make calls from their computers.

On a final note, you can add practically any additional Internet phone services to your plan at a low monthly rate, any of which can easily be enabled or disabled through ITP VoIP’s online interface.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, happening now, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.

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Edited by Jennifer Russell

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