Call centre customers demand consistent service but are always looking for cheaper rates. Communications technology costs are a necessary, but represent a considerable financial drain. Unifying communications can reduce these costs but call centre managers are concerned they will not see a return on their investment in new systems.
Using 0800 numbers as an example, they are free for callers but come at the expense of the called party. If calls are lengthy, the cost of each call will quickly rocket, generating a large bills to pass on to the customer. Costs for call centres, including those running 0800 numbers, can be reduced by investing in intelligent communication technologies that reduce operating costs.
Voice over Internet Protocol (VoIP) telephony systems enable free calls within specific networks, including international calls. However, calling a number in a different VoIP network incurs costs. When bridging the gap between different VoIP islands, the call reverts to the traditional Public Switched Telephone Network (PSTN) and is charged by the service provider.
ENUM technology tackles these call charges by enabling free calls over the Internet between different VoIP systems. It is an international protocol that maps telephone numbers to the domain name system (DNS). ENUM can reduce bills for call centres by linking VoIP systems with those the workforce call and receive calls from via the ENUM directory.
Call centres can register their numbers in the directory via an ENUM registrar. The traditional PSTN telephone number and a VoIP address are recorded and connected at the ENUM domain in the DNS. When a traditional telephone number is called from an ENUM enabled device, it will carry out a DNS lookup in the ENUM directory. If the called party is registered and has stored a VoIP address, it can be routed without relying on the PSTN, cutting out costs.
The benefits are twofold: If the call centre makes outbound calls, when the called party has a VoIP-aware system and is registered in the ENUM directory, the call will be free for the centre, reducing bills. If the call centre receives inbound enquiries from callers that have an ENUM aware phone then the call becomes free to the public.
ENUM also allows applications to be developed that allow users to set rules against their ENUM, including a 'follow me' function. If the VoIP provider offers an email messaging service, for example, calls can be directed to employees phones during working hours and to an answer phone that forwards messages via email at other times. This could help make the call centre workforce appear more available to customers as they will be able to contact individuals in the call centre at any time.
The follow me function can also improve customer satisfaction by providing information call centres could use when contacting the public. When a number is called, applications can perform an ENUM database look-up to determine routing options and the called partys preferences. The caller then selects the preferred communication type and limits intrusive calling methods.
VoIP services could help manage costs and drive efficiency. The ENUM protocol enables additional savings and improves efficiencies by making all calls between VoIP networks free and publishing accurate, comprehensive contact details. Ultimately with this technology, organisations will be able to provide better service at reduced cost -this is what it's all about.
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