VOIP is clearly set to influence the business models of the call centre sector in SA. The impact of VOIP will not only be felt through cost savings but the way in which call centre infrastructure is managed and approached locally.
While many call centres are examining ways in which to access voice technology in the most cost-effective manner, some have not taken a long-term view of this technology in terms of understanding that the use of voice is not merely `flipping a switch`, but, if undertaken correctly, could mean the upgrade of the company`s entire back-end infrastructure.
"Too many organisations are being seduced by the promise of cost savings of voice, and while this certainly will take place over the time, some companies are opting for cheaper voice solutions, that offer no real product support or guarantees," says Luis Silva, Avaya Product Manager at Kathea Communications.
"We certainly understand that companies want to utilise VOIP as quickly as possible. However, adopting in haste has meant they may run the risk of implementing a solution that will only give them short-term advantages, which could mean they will need to replace or upgrade the solution to remain competitive with global standards."
"The call centre sector needs to push service providers to provide tangible understanding of their solutions on a few key aspects. For example, questions should be raised about the robustness of the product, turnaround times on support, what backups are given, and can the units be easily repaired. Additionally, finding if the service provider has a technical team to support the call centre if needed, is important to future growth and understanding," says Mandy Springorum, GN Netcom sales manager at Kathea. "Without this type of clarification, the voice solution implemented may not be suited to the business requirements of this sector."
Kathea Communications offers the Avaya IP Office, a high-quality solution specifically designed for the small/medium enterprise and home office market.
"Capitalisation of VOIP within the call centre market is not only in implementing traditional telephony, but implementing a total solution that utilises USB solutions in conjunction with a softphone, thereby negating costly call centre-type phones."
"We advise the call centre sector to examine the use of a full accredited VOIP solution, as this is supported by guarantees, technical support and the right back-end infrastructure - and not just getting what is essentially an entry-level solution to try and capitalise on market sentiment," concludes Silva.
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