Productivity is an element of constant motivation and motivated employees are more likely to be productive when they have the right tools to accomplish their work. This especially holds true in a call center setting where efficiency and reliability drive the operations.
Managers must ensure that there are no drawbacks or interruptions in the business’ daily operations or otherwise, the business might lose customers or miss opportunities. Business phones to handle customers and for internal communications are therefore integral in maximizing the efficiency of the staff. A hosted PABX phone system is the ideal tool to use in call centers for business communications because of its many advanced features that a traditional phone system cannot provide.
A hosted PABX system connects via an IP network. It links several office lines providing a much more efficient internal and external communications for call centers. It’s capable of providing shared use of a large number of telephone stations in an organization.
One of the main functions of a hosted PABX is establishing connection between several telephone sets which include locating a dialed number to find its physical phone. This function helps the system in ensuring the dialed phone number is not busy. The system maintains the connections and keeps them running for as long as they are in use. When the connections are not in use, it is also the PABX that disconnects them. In addition to this, the system also keeps a record which is very useful for accounting purposes. There are also other features that managers can benefit from including the automated dialing and auto attendant capabilities. This technology routes a caller to the specific operators just by the mention of their name.
A hosted PABX system also provides information on call records, real-time analytics, and other evaluations that are critical for call center operations. Other features of this technology include the system’s ability to measure, analyze and give feedback and IVR (interactive voice response).
Through these advanced features, phone operators can maximize their time, focus only on what they need to do and ensure that every call is attended to.
Using a hosted PABX system has numerous advantages. It is easy to set up and cost effective. It is also cheaper to manage internal phone calls through the local circuit switching system because it reduces the cost of using telephone service through the normal central office line.