When you are running a call centre, your most important investment is your phone system. You need a phone system that can handle your customers’ issues, questions and concerns quickly and easily.
Cloud-based call centre
In this kind of set up, all the equipment for the call center is based and operated externally, i.e in a cloud. Here is no need to purchase expensive onsite equipment, employ a technical engineer, or find a place to hold the equipment. A cloud-based solution is, therefore a more affordable solution.
Finding a phone system for your call centre involves several things. One, it should meet the needs of your entire business. Two, it should meet the needs of your customers. Three, it should have the necessary features for your agents to do their job well. In other words, it should be quick, reliable and easy to use. Oh, and don’t forget affordable too. That’s where Nextiva comes in.
Easy to use
We like Nextiva as its an easy to use cloud-based VoIP system, meaning you don’t need to install hardware and wiring in your office. All you need are IP phones and access to a good internet connection.
If you buy Nextiva phones, they come preconfigured and ready to use upon delivery. If you want to use your own phones or ones from another vendor, you can configure them in 4 simple steps. After configuration, just plug them in and you are ready to start making calls. You don’t even need IT support.
The online control panel offers full control of the operation, adding users, assigning IDs, telephone numbers, record greeting scripts and creating call directions. You can run reports to check the status of individual employees progress and call time. You can also restrict features that agents can have access to. If you need to change profiles, just log into the system and edit.
Nextiva provides to call center account managers a dedicated technician who is there to help and answer any questions you may have. This added personal attention puts them over and above most of Nextiva’s competitors as they do not have this service.
Nextiva gets top marks for reliability with an uptime of 99.99% in 2014. If you are worried about a VoIP system’s reliability, worry no more with Nextiva. With an average 20 million customers, connectivity was down for less than a few minutes in total. You need that kind of reliability when running a call centre.
To ensure that their systems have 100% uptime, they have invested in multiple servers, 6 to be precise. All your data are stored on a company server and if any ones is down, your data is transferred over to the next, the same for any maintenance that may need to occur.
Another impressive quality of Nextiva is the High-definition feature ensuring your calls are crystal-clear, something that many VOIP providers fall down on. Your customers will feel as if they are speaking to someone face-to-face.
Nextivia offers call centers charges in three parts – the office plan, call centre and control dashboard on top. While they may be abundant in features, they are certainly not the cheapest option on the market.
The Office Enterprise plan which is recommended for call centers costs $39.95 a month (£26.27) for 5-19 users and $34.99 (£23.01) for 20-99 users. If you will sign a contract for 3 years, you can get a discount of $2 per user.
For those prices, you can get all of their features (unlimited long distance and local calls, online fax, conference, free-phone numbers, auto attendant, voicemail, mobile app, etc.)
On top of that fee is a plan which gives you access to all the features of the call center which costs $50 (£32.87) a month, for every user. You can also get the control dashboard for $70 (£46.03) a month which allows for call reports so the supervisor can check the call statistics of the users.
It is always advisable to look out for promotions as Nextiva regularly holds special offers such as complementary phones, discounted bills and free trials.
Since you have access to the office plan and the call centre plan it includes nearly every imaginable feature. Clients can enjoy unlimited virtual faxing, conference calling and auto attendant for up to 9 users. You can also receive your voicemails via e-mail and SMS.
Nextivia has an ap that allows you to use your mobile as if it was your business line, make instant messages, video calls, access your contacts and directory and change call settings.
An upgrade to the call center plan means you can take advantage of a voice responsive system, quickly directing callers to the right agent, and play greetings, music on hold or even play advertisements to your callers.
Supervisors can listen in on an employees calls if needed, and calls can be recorded for security or training.
Since the users can be set up for anywhere this is great for mobile workers as they can make calls from their desk as if they are calling from the central office. You can manage them as if they are in the same office, allowing for easy streamlining of employees working from home or sub-contractors.
You can expect top notch customer service from both the live chat and phone support.
You can be sure that the representative is knowledgeable in every area of the business. They can answer all your questions. They can even give you a live demo of some of their phone system features.
They can also explain the pricing structure and give you an exact quote, not estimates. You will know how much it would cost to add or remove users.
If you want to get started, you need to fill out a form and move forward from there.
They also offer phones and other devices that you may need for your call centre.
Nextiva is not perfect, as with any other company out there. There are much cheaper options but you won’t probably get the same level of reliability and service that you can get with Nextiva. The cheapest option is not always the best so keep that in mind when choosing a phone system for your call centre. Considering the benefits you will get, Nextiva is still an affordable alternative to companies that offer the same features and service at a higher price. As an entrepreneur, you want to invest your hard-earned money in something that will give you real value and will make your customers loyal to your company and you can only do that if you provide them with excellent customer service. Nextiva can help you with that.