Customer service agents are equipped with tools to help direct customers to the right person or department, thanks to VoIP. With added features like the auto-receptionist, callers are immediately guided towards the department they’re hoping to reach. This added feature allows service agents to acquire customer information without having to personally request it. Customers likely input information like their account number and birthday before even contacting an agent, saving time for both parties.
Although VoIP phone systems automate many of these processes, they also help service representatives become more efficient. They don’t have to ask customers to repeat the information they’ve already dialed in, which will expedite their request process.