When it comes to efficiency, businesses are always on the lookout for ways to improve operations and workflows. The call center industry is one example. The industry has successfully adapted over and over, looking much different than it did at the turn of the millennium. 

Initially, call centers relied on traditional onsite phone networks called PBX phone systems. These networks were set up within a physical location, such as a business office. Some call centers still utilize them today. They act as private phone networks that allow agents to make and receive phone calls. They require special hardware and equipment onsite, and are often expensive to maintain. 

VoIP, or Voice Over Internet Protocol, has become the efficient alternative setup to onsite PBX phone networks. VoIP allows users to make and receive calls over the Internet. This removes the need for costly, clunky hardware onsite. It’s simple to install and easy to maintain. It often features more benefits that are suited to the call center when compared to onsite PBX. One example is free long distance. Users can make calls anywhere over the world for free when using VoIP. VoIP providers are far more flexible, making it easier to scale fast-growing call centers. When using an onsite PBX phone system, expanding can be costly and time consuming. This is why companies have flocked to a “virtual PBX” setup. It’s far more cost-effective and convenient, and today’s technology ensures that your data is kept safe and secure.

Before making the move to VoIP

Transitioning from an onsite setup to VoIP can seem quite stressful. Leadership of large call centers with various moving parts might seem hesitant. Their wariness is to be expected. Changing such a significant foundation within a call center can seem quite complicated. However, providers like LiveVox are trained to guide migrations with expert ease. 

You’ll initially want to assess how your call center presently functions. Pinpoint weak areas within your current setup. Consider the changes needed to improve those areas. Identify the goals you’d like your call center to eventually reach. Determine whether switching to VoIP can help your call center meet those goals. A timeline can help you envision how long it could take to elevate your business to where you would like it to be. 

You must also consider your budget. Evaluate the costs of keeping your current network as is down the line, along with the costs of those areas of weakness. Find the total cost by year five and ten. Compare that to the costs of a VoIP setup five and ten years down the road. This will help you prepare financially for the transition. It can also help you visualize the ROI. 

When choosing a provider, evaluate their specific offerings such as cost and features. Make sure to understand what the cost will be since various factors can change it. There can be a setup cost as well as a monthly or yearly subscription cost. This is in addition to any extra features added on. Not all features may be pertinent to your call center’s goals, so it is important to narrow down what you’d truly need. Another thing to consider is their customer support. What does their customer service look like? Is it 24/7, or is it Monday through Friday? How does it align with your operating business hours? They should also offer training for agents and management to ensure that the transition is smooth.

Transitioning to VoIP

Once you’ve decided that VoIP is the right choice, your provider can help guide you through the steps of migration. Your provider should connect you with experienced consultants that will help facilitate the move. You can expect help every step of the way, along with a point of contact for each part of the transition. You’ll begin to prepare by gathering information needed to implement the new setup. You’ll answer questions about what your current setup looks like.  You will also need to provide the number of employees you have, as well as narrow down the features that will get you to your goals outlined above. 

Security is a top concern during a prominent change. VoIP providers should ensure that your call center’s data is kept safe while migrating. Revise your provider’s outline to learn how they handle deployment. After details are fine-tuned, expect your provider to begin configuration. As your network is updated to VoIP and away from your hardware PBX, your provider should provide training before going live. Afterwards, you should have a point of contact for questions as your call center becomes acclimated. 
With LiveVox, clients can get started pretty quickly after VoIP implementation. Our experienced consultants, project managers, specialists, designers, and engineers are available to guide you through the entire process. Migration can seem complicated and drawn-out, but LiveVox streamlines the process to ensure that clients can realize the ROI 3 times faster than ever. Your dedicated specialist would be available after the transition is complete to ensure that all your questions are answered. Request a LiveVox demo to see how VoIP can set your call center up for success.