Afraid of VoIP in Your Call Center? Lean on Performance Monitoring by Joe Michalowski January 10, 2017
Filed under: Network Performance Management
Even though mass-market VoIP technology has been available since 2004, adoption rates have proved underwhelming for the last decade. VoIP adoption rates have picked up in recent years, but business-critical use cases such as the call center still seem to lag behind cloud services adoption in other parts of the enterprise.
As the era of cloud communications further solidifies, using VoIP in the call center (and in other critical use cases) will become more of a necessity than a luxury.
If you want to create a competitive advantage with a superior customer experience in your call center, you have to overcome post-deployment VoIP fears.
The Two Main Fears that Hinder VoIP Adoption in the Call Center
Network and technology advancements have pushed VoIP adoption forward. Over the last few years, IP PBXs have become a means for enterprises to realize cost savings over their legacy TDM systems. But simply converging voice and data networks for greater call center cost efficiency won’t be enough moving forward.
Cloud-based call centers are gaining steam and VoIP is at the heart of the trend. With nearly 63% of global enterprises leveraging virtual call centers, your competitors are already starting to see the customer experience benefits that come along with VoIP implementation.
IDG Enterprise research shows that 89% of clients will change brands because of poor call center and customer service interactions. Inflexible legacy communications systems in your call center just aren’t able to keep up with customer experience expectations. But there are two main post-deployment fears that keep VoIP skeptics from making the switch:
- Issues at the edge of the network: There’s a certain level of comfort that comes with having your communications systems housed on-premises. When there’s a problem, you can take care of it directly in the data center. But when you rely on VoIP, key processes move to the edge of your network. Call center managers might fear issues with firewalls, NAT, or session border controllers that will degrade the customer experience.
- VoIP call quality concerns: This is the typical performance fear when moving any application to the cloud. What happens when there are disruptions? For call center VoIP, poor connectivity can lead to jitter, delays or even dropped calls that would crush the customer experience.
These may be valid concerns, but you have to overcome the fears if you’re going to keep up with (and get ahead of) your competition with superior call center customer experience.
Overcoming Call Center VoIP Fears with Better Performance Monitoring
When people think about VoIP performance monitoring, they often approach the challenge in a reactive way. This means that you expect to have VoIP call quality issues reported after they occur, leaving you to address service problems later.
But reacting to your VoIP problems won’t make up for the degraded customer experience (and potential lost customer from a particular incident). If you want to overcome the fear of degraded customer experience with VoIP in the call center, you need more proactive, continuous monitoring for the cloud-based communications system.
It’s not enough to rely on your cloud services SLA. You need your own means of analyzing VoIP traffic to stay on top of edge-of-the-network challenges and potential service quality degradation.
Some enterprises new to VoIP and other cloud services might not know what to keep an eye on to maintain proactive monitoring. If you want to learn more about the KPIs necessary for continuous performance monitoring, download our free guide, The 5 Network Metrics You Should Keep to See into the Cloud.