What is the Best Phone System for Call Centres?

Picture of Dan Mills

Dan Mills

Field Sales Consultant

So you’re looking for a new phone system for your call centre? Maybe because you’re facing one of these problems with your current phone system:

  • You want a more up to date technology to allow staff to carry out their work more effectively.
  • You’d like a phone system with cordless headsets so your staff are not tied to their desks and have more flexibility.
  • You would like to monitor and improve the way your staff communicate with callers.

If so, there’s hope! Yo Telecom has helped hundreds of call centres successfully overcome these challenges. In this short article, we’ll outline the differences between the phone systems that are available to you and which is the best solution for your call centre.

What is the Best Phone System for Call Centres?

There are three main types of telephone systems available;

  • Digital phone systems
  • Internet (VOIP – Voice Over Internet Protocol) or cloud-based phone systems 
  • Hybrid phone systems (the best of both worlds)

I’ll briefly introduce the three and give you the lowdown on the pros and cons of each system.

Digital Phone Systems for Call Centres

A digital phone system is a physical telephone system that is located somewhere in your call centre. They are small boxes which are usually mounted on a wall or placed in a cabinet. They connect to your phone lines and all the handsets you have in your building. A benefit of a digital phone system is that it’s very reliable. This system ranks #2 out of the three systems in reliability. However, a disadvantage of a digital phone system is that it is restricted to physical phone lines (digital or analogue phone lines). This means it’s not that future-proof.

Internet (VoIP) Phone Systems for Call Centres

An internet phone system, also known as a VoIP or cloud-based phone system, is a virtual phone system which unlike a digital or hybrid system will not be located in your call centre. Instead, it will be located in a data centre somewhere in the world. This type of phone system is most commonly used for call centres as they can save money on call charges.

However, a disadvantage of VoIP systems is that if your internet connection goes down, or is too slow at certain times of the day, you will not be able to use your phones – at all. Which can be very problematic when you have call targets to hit.

Hybrid Phone System for Call Centres

The hybrid phone system is a mixture of a digital phone system and an internet (VOIP) phone system. The system will be located in your call centre and offers flexibility with your choice of cordless and fixed handsets or headsets. A benefit of a hybrid phone system is that they offer more reliability than both VOIP and digital phone systems. If one type of line fails for you, it can automatically route calls in and out from a backup line. Meaning you can always make and receive calls. Hybrid phone systems don’t really have any disadvantages. They truly are the best of both worlds.

The Hybrid Phone System is the Best Phone System for Call Centres

As well as being the most reliable phone system you can buy, hybrid phone systems also offer a range of other useful features for call centres. You can find these listed below:

+ 100% Phone Coverage

Yo Telecom can guarantee you complete phone coverage throughout your entire building. Meaning your staff can make and receive their calls from any part of the office – without fear of cut-outs or crackling. This gives your staff more flexibility of where they can make their calls from and means they can move around and not have to be tied down to a desk all day.

+ Headset Connectivity

Give your staff freedom to move around the office with headset connectivity. Rather than being sat down at their desk all day, this feature will allow them to take their calls on a headset, so they’re free to make calls wherever they are. This also allows them to have their hands free so they can type notes while on the phone.

+ Business Continuity

Business Continuity is a feature of the Yo Telecom phone system that will allow your staff to make and receive calls at all times. If your internet fails and your phone lines cut out, this feature allows back-up lines to kick in so that you can still make calls.

+ Call Recording

Monitor and improve the way your staff are communicating on the phone, with Call Recording. If a caller has a bad experience on the phone with you, it can be damaging to your reputation – which can lead to a loss of trust and often, revenue. With Call Recording, you can listen to any call that has been made or received at your call centre and use it to guide and help your staff to improve. This feature also comes in handy if you ever need to re-listen to any information that was given to you over the phone.

+ Statistics Wall Board

Easily keep track of your calls with a statistics wallboard. With the number of calls you make on a daily basis, it can be hard to keep track of them all. With a statistics wallboard you can track important information, such as; how long it takes staff to answer, how many calls they’ve taken, how many they’ve missed, average call time and who answers the most calls. You can use this information to help set targets for your staff on how to improve or reward them for things they are doing well.

+ Call Logging

Never let a missed call turn into a missed opportunity, bad impression or upset caller again. You may miss calls when you’re busy on the line or when your call centre is closed. Call logging works like the call log on your mobile phone and will notify you when you miss a call – meaning you can instantly call back!

+ Call Transfer

Say a caller calls in and asks to speak to a specific member of staff, who has been dealing with them. Instead of running around the office trying to find that team member, to pass them the phone, it’s just one simple touch of a better to transfer a call to any extension in your office.

+ Smart Inbound Call Routing

We know that calls are crucial to your line of work – so it’s important you don’t miss any. With smart inbound call routing, if one phone or group of phones isn’t answered quickly enough, the call will automatically be sent through to another phone or group of phones. This ensures that all calls are answered and can help your staff meet their targets.

If you like what you’ve read, you can book in for a free demo of our phone systems by calling us on 02382 146115.

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