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A brief insight into various VoIP significances and protocols for inbound call centres

Posted by Kavita Deuri
Inbound call centres

The existence of the first contact centre dates back to late 20th century. Since then, the potential change in the technological era indulged with this industry has expanded beyond specific boundaries. According to various studies made by the industrial crops, in the last 12 to 15 years the contact centre industry has witnessed quite dissatisfied results. Innumerable Business Process Outsourcing unit has accepted the challenge of changing the environment of inbound and outbound call processing centres while incorporating round the clock services in a cost-effective manner. However, other complications like employee attrition, accent dilemma and the crisis in terms of outlying operations have started reaping within the inbound call centres established in the UK. Outbound processes such as telemarketing services are also a core sufferer. For that reason, in such challenging situations, the development of Artificial Intelligence or AI for handling inbound call process and telemarketing services could be measured as one of the prevalent technological upheavals for the contact centre industry.

What is VoIP?

VoIP, the acronym of Voice over Internet Protocol also known as IP telephony is a collection of technological software applications to generate voice interaction and multimedia conferences over the internet. Further to this, the VoIP process is an improved system to measure customer communication in a cost-effective way. VoIP application is commonly used for telephone services over the internet instead of wasting time on the Public Switched Telephone Network or PSTN.

Significance of VoIP for inbound call centres

The amenity of a VoIP process is made accessible to every call centre outsourcing industry if the premises are installed with high-speed internet connection. Prominent inbound UK call centres can route their customer calls to the internet and deliver service at high speed and accuracy to their clients without exhausting time and money, unlike the local phone service providers.

Here are a few significant VoIP utility mentioned below to capture a better understanding of its efficient usage,

  • Cost-effective

Phone services which are used through VoIP for an inbound call support consume limited money as compared to customary phone services. The VoIP process is generally a large part of conventional telephone answering services for proprietorship and governmental entities. Apart from the above mentioned significance VoIP can also retain some cost saving abilities.

In most cases, the phone calls for telemarketing services generated through VoIP is free for both national and international operations. The cost is coped into the internet service; thus, unifying the VoIP without any extra charge. A few examples of VoIP services are Free World Dialup, Skype etc.

  • Prominent functionality

Contact centres which are stuck to the old-school telephone network face myriad problems. Thus, incorporating VoIP service will surely make some phone calls easy by directing incoming calls to the VoIP phone. Moreover, agents working for inbound call centres could relish the facility of connecting with customers at any time irrespective of their place of existence with the help of a good network connection.

10 fundamental VoIP protocols

The first VoIP protocol that found prevalent publicity is H.323 protocol. Since then, the improvement of fresh and less intricate VoIP protocols started evolving, some of them are listed below.

  • Session Initiation Protocol also known as SIP: The SIP protocol is generally used for controlling multimedia interaction session. It is also used for generating, adjusting and dismissing sessions.
  • H.323: This protocol provides audio-visual communication podium on any packet channel.
  • Media Gateway Control Protocol is also known as MGCP: This protocol is fundamentally used to indicate and control interaction protocol.
  • Gateway Control Protocol (Megaco, H.248): The sister application of MGCP is used in simplifying telecommunication services across assembled inter network that comprises of a conventional telephone network and a contemporary packet network.  
  • Real-time Transport Protocol (RTP): Extensively used for delivering multimedia and auditory processes over IP network.
  • Real-time Transport Control Protocol (RTCP): RTCP is known to provide out-of-band statistics and panels several data in a RTP session.
  • Secure Real-time Transport Protocol (SRTP): SRTP can provide encrypted data, substantiation of messages and reliability.
  • Session Description Protocol (SDP): This protocol is specially arranged for describing digitalised parametres.
  • Inter-Asterisk eXchange (IAX): IAX is used to transfer VoIP telephone sessions between numerous servers to the terminal devices.
  • Skype protocol: Used by the Skype application this protocol is fundamentally used for telephony network to connect with the audience by the internet.  

Read More: Does Innovation in Call Centres Pay Dividends? Time to Ponder!

Concisely speaking, assimilating VoIP process to increase productivity for a respectable and dexterous inbound call centres is a key step to eradicate cost issues and improve customer gratification using the right software application to route crucial technological advancement and respond high call volumes.

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