Ordinarily a large, open space divided into cubicles, a VoIP call center is a virtual warehouse for sales and marketing, and, to a lesser extent, customer service functions. A typical VoIP call center includes varying numbers of linked micro-computers, often called stations, as well as mainframes, desktop computers, and LANs. Because VoIP communication transmission and reception devices haven’t quite caught up to wireless technology, the need for some traditional LAN capability still exists.
The digitizing of telephone communications through the internet allows the staff of a VoIP call center to initiate and respond to almost limitless simultaneous telemarketing calls, phone orders, and/or customer inquiries. The efficiency and volume of telephone communications in a VoIP call center is micro-managed by technologies that are known collectively as Computer Telephony Integration (CTI).
Related topics Voip Pbx Virtual Call Center Voip Call Center Call Routing Hosted Voip Call Center Voip Call Center Software Hosted Call Center
The main purpose of all telephony functions is to allow for clear and efficient communications. Over the years, telecommunications devices for businesses expanded from individual desk phones to a central switchboards within businesses that routed calls manually to the PBX phone systems that had the capacity to route calls coming into the business. While for many years this meant the establishment of a large amount of equipment on the company premises, the hosted PBX phone systems of today require minimal equipment, a connection to the World Wide Web via a wireless or wired service provider, and some simple programming.
One particular form of hosted PBX phone systems is the Private Branch eXchange. Sometimes referred to as an Electronic private Automatic Branch Exchange, this system does not rely on switching equipment that is provided or operated by a common telecommunications carrier. Instead, the system is self-contained and is devoted specifically to one subscriber. This form of the hosted PBX can be maintained on the company site or operated by independent IT firms that supply the dedicated service to the company.
In general, hosted PBX phone systems of all types require an internal switching network that is programmed for routing to extensions, as well as voice mail boxes for each user. A central processing unit handles the inbound and outbound traffic for each authorized node on the PBX phone system. Several different cards process the various functions, such as logic
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Call centers often have very high employee turnover rates and may have trouble finding individuals with the qualities and experience they need to fill their job vacancies. Call center recruiters work to help call centers find qualified applicants to fill open positions. In the process of fulfilling his recruiting goals and pleasing his employer or clients, a person in this position typically spends a good deal of time reviewing resumes, perusing job seeker databases, and contacting potential job candidates. His work helps to free his employer or clients to handle other aspects of running a call center since the recruiter is hard at work
There are many different types of recruiters. Some are general recruiters who will work to fill just about any type of job while others may specialize in a specific field or in finding a specific type of employee. A call center recruiter works to fill positions for call centers, which are typically offices that handle a large amount of incoming or outgoing calls. Some call centers handle both inbound and outbound calls, and many are involved in telemarketing or the processing of sales orders. A call center recruiter may recruit individuals to take or make calls or focus on finding people to fill supervisory and executive-level positions instead.
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Voice over IP (VoIP) uses a broadband Internet connection to transmit telephone communications. VoIP-connected users can call other VoIP users or those still hooked to traditional phone lines with no real discernible difference between the quality of audio or transmission compared to using a conventional telephone.
In many cases, home phone customers simply use their original phones hooked to a modem that makes them compatible with the IP connection. Many modems can plug into one phone jack and literally hijack a home's internal telephone wiring, making every phone in the house available
for use with VoIP.
Large businesses are more likely to have their own custom-built VoIP infrastructures for unified communications. Hosted VoIP services are available for small to medium companies that don't want their own PBX. While not as fully customizable as an in-house hosted system, hosted business VoIP does offer many useful features and the monthly fees are still often lower than standard telephone service.
Related : VoIP Phone System - Small Business PBX - VoIP PBX - Phone Lines - VoIP IP Telephony
A virtual call center can be contrasted to a bricks and mortar call center. Instead of having a physical location where all employees gather to answer calls, the virtual call center tends to employ people working from home or in very small offices to take incoming calls. This model saves companies money because they do not pay for housing the call center, and it has other advantages and features that interest many employers.
Employees who work from home for a virtual call center tend to have at minimum a phone, a computer, and Internet access. Special software may be used so that the employee has access to company databases that will help them research customer information, take orders, or answer questions. Some companies establish their own call centers, while others use what are called hosted centers.
A business may be concerned that a virtual call center will mean employees at home are less productive. Actually, studies show the opposite is true. Full-time employees working at home for virtual call centers tend to be more productive, and have a much lower rate of absenteeism than do workers at bricks and mortar call centers. Rate of employee turnover also appears to be much lower.
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