Virtual Numbers in Call Centers

From Virtual-Phone-Number

Virtual phone numbers are essential to call centers. Call any company, and chances are that the call will be taken in some of the countries with low labor costs.

So, if you run a call center, you will need several virtual numbers, probably at least one per a client. You also need a supplier that meets the following criteria:

• Reliable. Ask for call-center references.
• Ask also how they monitor the network for quality and uptime. Even if voice quality is perfect when you try it, it may degrade at certain hours of the day
• Supports ANI and DNIS. You will need both the ability to receive the Caller ID, and the called number. This is really critical. If you don't know the DNIS, you won't be able to know how to answer the call
• Get a vendor that will grow with you. Even if you are running only a campaign for one country, in the future you may need numbers from other countries as well
• Make sure that DTMFs are supported
• Find a vendor with technical competence. The integration will take work, make sure they will be able to do it.

There is another key issue: channels. You will find dirt-cheap numbers, but they will usually not be enough for a call center. Ask how many simultaneous calls they support, and if there is a monthly limit to the minutes available. You will find out that prices increase radically with the number of channels. Many numbers come with a limited amount of minutes, and you pay a per-minute price beyond that.