Things to consider when selecting an IP PBX

In the modern age, call centers always needs to be on the top of the game and we also expect a lot from them do to for us. We are no longer satisfied with businesses that simply call us or we can call to. But also, we are looking for overall service that they can deliver to us.

An IP PBX is a private branch exchange (telephone switching system within an enterprise) that switches calls between VoIP (voice over Internet Protocol or IP) users on local lines while allowing all users to share a certain number of external phone lines – hence increasing productivity and reliability of your service. If you own a call center business, these are the tips that we can share when setting up your system:

1. Plan for the future. You need to have a clear understanding about the features and benefits that it will give you before you research the best service provider. Pick out the most important aspect of your business that will help you boost your sales or productivity.
2. Reliability and stability of the service. Who doesn’t want to have this when we run a call center business? It will definitely give you less downtime and will give you increased performance. We should also take into consideration the technical support that come from the service provider.
3. Flexibility. With a conventional PBX, separate networks are required for voice and data communications. One of the best advantages of an IP PBX is the fact that it employs converged data and voice networks. This means that accessing the internet, as well as VoIP communications and traditional telephone communications, are all achievable using a single line to each user. This will provide flexibility as the business grows, and can also lessen long-term operation and maintenance expenses.
4. Sound quality. Understanding what the person on the other line is saying is paramount in the call center business. It will lessen the handling time of the call, increase productivity and most likely increase the chance of customer satisfaction and willingness to recommend to other potential customers. Make sure to test the sound quality of the IP PBX you’re considering before committing to a system that fails at the basics.
5. Growth sustainment. As your business grows, you might want a system that can also grow with you. Select the service provider that can offer you more in the future.