Business VoIP for Contact Centres

When you think of those in need of a capable, powerful phone system, contact centres are right at the top of the list besides sales and recruitment teams.

Since contact centres deal more with inbound calls, their needs are different, but the Yay.com platform is just as capable of meeting these needs and exceeding expectations.

Below, we’ll discuss some of the Yay.com features that make it the VoIP phone system of choice for contact centres.

BYOD

When your staff are on the phone all day every day, it’s important that they have the right tools to do the job. For some, this will mean a capable deskphone. For others, though, this will mean using their personal mobile device to make and receive business calls.

A good, modern VoIP provider will offer VoIP apps, or ‘softphones’, that work seamlessly with its platform to provide all the features of a standard IP deskphone (and often more).

There are myriad benefits to such a setup for both employees and businesses. Firstly, it keeps business costs low since there’s no need to invest in additional hardware for your staff to make their calls. Secondly, users who prefer to use a desktop app or their personal device may be happier in their work and there is evidence to suggest that workers who feel in control of how they do their work are more productive.

Moreover, having access to the business’ phone system on a personal mobile device makes remote working and collaboration easy, no matter the location of your staff.

IVR

IVR, or ‘interactive voice response’, is an integral feature of any busy contact centre’s phone system. Expecting customers to ring the correct number for the correct department is idealistic and you cannot expect your staff to route every call. Thankfully, with IVR, this process can be automated.

With a simple announcement of ‘Press 1 for sales, press 2 for technical support…’, you can efficiently route customers to the right department without any drain on staff resources.

Call Queuing

A call queue is an elegant and effective way of making your customers feel cared for. The simple act of adding a call queue to your VoIP phone system, with some hold music and a periodic update of the caller’s position in the queue, will dramatically increase customer retention.

Yay.com’s call queues, therefore, represent a cost-effective means of managing your busiest periods whilst capturing as many customer enquiries as possible.

For the busiest contact centres, it’s inevitable that, at some point, you’ll have more calls coming in than call operators to deal with them. When some of those calling in could be prospective customers keen to spend money with your business, it would be bad business practice to not try to capture those calls.

Inbound Wallboards

Yay.com’s inbound wallboards display call statistics for all inbound calls, both on a macro level and on a more granular level, broken down on a staff member-by-member basis. For contact centres taking a large number of inbound calls, this feature will be a huge asset.

Team members can see the number of calls currently in the call queue at a glance, as well as the number of calls abandoned by customers during the reporting period, total calls and more.

Presence Indication (BLF)

With presence indication, also known as BLF (Busy Lamp Field), your contact centre staff can be aware of how many of their colleagues are currently available and how many are busy.

When displayed on one of our Inbound Wallboards, your staff can keep abreast of how busy it currently is, enabling them to dynamically prioritise their actions and how quickly they aim to resolve customer enquiries.

A Business Phone System for Contact Centres

Contact centres demand a powerful and versatile business phone system that maximises productivity by allowing staff members to work the way they want to, whilst enhancing opportunities for collaboration and training with features like call monitoring and call recording.

Dealing with a high volume of inbound calls makes presence indication and wallboard-displayed inbound call statistics invaluable, whist call queueing and IVR menu features take pressure off of busy staff.

For these reasons, a versatile VoIP provider like Yay.com offers the best choice in business phone systems for the modern contact centre.

Learn more about what VoIP can do for you by checking out our complete guide on the subject, What is VoIP.