The Basics of VoIP Service Incorporation to Call Centers

The Basics of VoIP Service Incorporation to Call Centers

Customer service has evolved significantly from the way it used to be. While customer service techniques carried businesses in the past and went a long way, the same techniques may prove to be inefficient and ineffective today. That’s because of technological advancements.

It doesn’t mean that technology from the past is obsolete now. However, there have been many changes to such types of technology (more specifically, phone systems) that allow businesses to perform customer service way more efficiently now.

A type of technology mainly used for customer service management is Voice over Internet Protocol or VoIP. This type of phone networking system provides call center businesses a distinct advantage in catering to customers. What is VoIP exactly, and how can it be incorporated into call center companies?

What Is VoIP?

Unlike traditional phone systems that use analog technology to transfer data, VoIP uses broadband internet connection. It means that VoIP systems don’t have to wait for the conversion of digital signals to analog, then back to digital again. That model is inefficient and is often unreliable.

With VoIP, the setup is also straightforward because you only need a high-speed internet connection. No complicated wiring and manual software setup are needed. Depending on the service provider, VoIP systems can even call any phone anywhere.

What Is VoIP Call Center Phone System?

Because of the volume and traffic of outbound and inbound calls that call centers need to make each day, it’s important to have a system that can handle that volume without sacrificing efficiency and costs.

VoIP call center phone systems are business phone network setups that allow call centers to provide their services regardless of the distance. Because VoIP utilizes internet connection, it uses that high-speed bandwidth to ensure that the digital signal is intact and nothing gets lost in the way. For a customer-centric business model, it’s important to ensure that the customers clearly understand what the caller is saying, which VoIP can address.

What Makes VoIP Better Than Traditional Cellular Phone or Telephone Systems?

While cellphones and telephones are still widely used today, building a phone system using traditional telecommunications technology is ineffective for a business with a scale as that of a call center. Cellular phones and telephones are mostly catered to individuals and residences. VoIP is significantly better because:

  • It Has a Lower Cost Per Line

Typically, telecom companies offer up to $80 per month for a home landline phone plan. VoIP plans, on the other hand, can go as low as $25 per line a month.

  • It Has More Voice Features

VoIP systems offer additional features, such as voicemail, call forwarding, caller ID, and smart device integration software.

  • It Allows You to Make Video Calls

One of the best selling points for VoIP is its capability to connect to voice call platforms and utilize video conferencing technology without sacrificing audio quality.


VoIP makes it easier for call centers to reach almost every customer. The features of VoIP are beneficial for a company to achieve an industry-standard in terms of performance. It’s interesting to see how far customer service has come and where it could go next.

We install VoIP systems in Brooklyn! If you’re looking for a VoIP provider, Improcom is here to help you. Contact us today, and let’s get you started.

The Basics of VoIP Service Incorporation to Call Centers