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800PBX Helps Facilitate Virtual Call Center Operation
Outsourcing has recently been a global phenomenon. Various companies have outsourced many of its central functions to other countries, especially in sales and customer service. 800PBX has responded to this phenomenon by extending their services for these outsourcing companies.
800PBX is primarily a company that provides 800 toll free and virtual pbx (private business exchange) services. Toll free number and PBX have been proven to improve companies in terms of providing efficient advertising, improving sales, company image, customer support and intra-company communication. The same advantages have been felt by the virtual call center company called Dhris when they availed of 800PBX services. 800PBX has served a number of call centers by providing them the much needed toll free numbers. However, the services availed by Dhris was not like the regular 800 and pbx services offered in call centers before.
Dhris is a medium-scale call center employing more than 200 call center agents based not only in the United States but outsourced in the Latin American region, India and the Philippines as well. Most of their clients are mortgage and insurance companies who outsource their sales and customer service departments. Due to their multiple locations, Dhris have been having difficulties in unifying their operations into one single whole. They invested in VoIP, telephony and networking infrastructures, but these didn't seem enough to facilitate the convergence of their operations and functions. These initial investments cost them so much, that additional maintenance cost became quite a burden.
In hopes of minimizing network and communication costs,Dhris enlisted the services of 800pbx early last year. Aside from the aforementioned 800 number and pbx, 800PBX offered Dhris with virtual operator service feature to unify all the calls they received and channel them accordingly. This means that when their client's customers called them through their toll free number, all their calls are all routed to one single scope. However, these calls are routed depending on purpose. With Dhris, sales calls are immediately transferred to the United States, while customer support is routed to India. Further support, incoming and outgoing calls are done from Latin America and the Philippines. Despite the distance, all these calls and communication channels were converged through 800PBX's useful services. Aside from facilitating operations, this convergence helped in creating a more unified, professional image for a company who operates in multiple locations.
Their main requirement was for 800PBX to provide them with 200 simultaneous call termination and over 100 simultaneous call origination. This means that 200 calls can simultaneously be received, and each of them are routed appropriately to the right customer service agent. This call forwarding service was seen to be very efficient. As one customer service agent mentions: Our new system is simply amazing. Everything seems much more organized now. The calls I get are calls that are really for me. I no longer have to do transfers and waste my time and my caller's time. In fact, I do not seem to be getting irate callers the past few weeks.
What impresses the Dhris management is how 800pbx has provided this service without the need for elaborate set-up. Operations did not have to be suspended to accommodate this service upgrade. All their invested infrastructure seemed to be compatible and work very well with the added hardware. To top this, 800pbx has provided these features with just a fraction of what other companies charge. As Dhris manager mentions, When we first contacted 800pbx, we initially thought that we were in for another big investment. We considered the offer since it can help us improve our services and our company as a whole. It was surprising how 800pbx charges so much less than what we expected. It is indeed the lowest toll free and pbx provider in the country.”