Setting up a cost-effective call center system for SMEs.

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If you are considering a new investment or switching to a PBX system for your SME, you have probably already researched and gathered a significant amount of information to consider the features and benefits of VoIP phone systems. This includes choosing the right IP desk phones and IP PBX system to suit your specific business needs.

In the article below, you will gain basic knowledge and insights into the benefits of using a smart PBX system for your business.

1. What is a business PBX system?

A Voice Protocol (VoIP) phone system uses the internet to make and receive phone calls. Once your system is set up with an IP PBX and IP phones, you can make and receive smart, multi-channel business calls.

The devices you set up can customize features, such as creating virtual receptionist welcome messages, configuring SIP accounts, adding/removing new users, storing call history, etc.

To put it simply, the most significant difference between modern PBX systems and landline phones lies in the technology. Analog (traditional) landline phones don’t change much and connect over copper cable infrastructure and exchange hardware.

Today, landline phone technology faces many limitations, only allowing users to perform basic calling functions. Businesses are therefore looking for smarter PBX systems for businesses, such as OMICall.

2. How to operate a PBX system for SMEs

VoIP PBX systems for businesses (also known as Internet phones and IP phones) operate by encoding your data into packets. If you’ve used smart apps like Skype, Zalo, or Zoom to chat with friends for personal or business purposes, then you’ve used VoIP.

Business call center calls can be made directly from your phone (4G, Wifi) or via computer using application software. When you make a call, the VoIP service provider routes voice data packets between you and the caller, all in seconds.

3. A Call Center System Maximizes Business Communication

VoIP is a new technology, however, you only need to consider a few essential devices to set up a call center system for your business to use for internal calls and customer communication.

As SEM businesses grow, having a phone system that meets customer technological expectations is crucial. This impacts their perception and trust in your brand. Furthermore, VoIP call centers for SMEs are equipped with powerful features to help your business make a strong impression. Key features include:

• Integrated call recording
• Automatic calling, receiving multiple calls simultaneously.
• Call routing
• Call distribution
• Call forwarding to mobile numbers
• Customizable customer care scenarios
• Built-in SMS marketing after calls
• Tagging/notes for customers after calls
• Small call CRM

With the development of new technologies, the use of traditional landline telephones by individuals, households, and businesses is steadily declining. It is highly likely that analog telephone technology will cease operation entirely in the near future.

Setting Up a Cost-Effective Call Center System for SMEs

4. Optimizing your business’s call center system setup.

Setting up a call center system for SMEs is simple and only takes a few minutes. This simplifies the application and hardware of your office telephones.

In case of system upgrades or maintenance, you can continue using your existing analog or digital desk phones through compatible hardware modules.

If you have the financial means, your business can purchase IP phones to enhance the user experience. OMICall is a reputable and dedicated service provider with a professional 24/7 support team to help your business achieve digital transformation as quickly as possible.

5. Key Features of a Business Call Center

Once your new business call center service is set up, you can enjoy outstanding benefits such as:

• Cost savings on initial investment
• No need to purchase a physical call center.
• High stability and excellent call quality.
• Fast setup, only 30 minutes.
• 98% increase in call answer rate.
• Connection time under 5 seconds.
• Increased call answering rate.
• Increased sales closing rate.
• Improved customer service quality.
• Employee/customer management.
• Optimized customer lifecycle.

According to surveys, many customers believe that their first impression of your business often depends on their initial phone interaction. Whether your business has 3 employees or 300 employees, your small business will become much more professional and powerful with the establishment of a business call center system.

VIHAT TECHNOLOGY Co., Ltd

Headquarters: ViHAT Building – 06 Street No. 16 (Him Lam Residential Area) – Hiep Binh Chanh Ward – Thu Duc District – Ho Chi Minh City

Hanoi Branch: Floor 15, LADECO Building, 266 Doi Can, Ba Dinh, Hanoi

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