Your call center is the first point of human contact that customers have with your company. So, you have to ask yourself: when agents answer the phone, are they knowledgeable and efficient? How do your customers feel when they hang up? How long do customers wait before speaking with a rep? The answers to these questions are critically important to a positive customer experience, and the success of your business. That’s why call center metrics are a must-have. 

Before you can accurately measure call center success, you need to know what customers want. First and foremost, we can all agree they don’t want to wait on hold. But beyond that, what matters to them? A 2018 survey of customer expectations found that callers want personalized service and consistent answers when they speak with multiple reps. They do not want to repeat themselves when transferred.


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How can you make sure these expectations match their experience? A business VoIP phone system provides the tools and insight you need to turn your call center into a well-oiled machine that meets all the customer’s demands.

To see exactly how a business VoIP call center breeds success, let’s look at three real-world success stories.

Cape Medical doesn’t make customers wait

Cape Medical Supply is New England’s premier provider of sleep therapy and orthopedic bracing solutions. With 45 agents working across several contact centers, the company needed a way to monitor call volume and quality. After moving its EMR and CRM systems to the cloud, Cape Medical decided to do the same for the call center.

The move to a business VoIP solution, specifically MiCloud Cloud Connect and the MiCloud Connect Contact Center, provided actionable insight into call center operations. Cape Medical now can monitor system performance in real time. Managers can identify heavy call-volume periods, so staff can be allocated in ways that keep wait times to a minimum. Historical reporting reveals patterns so managers can determine if they need additional staff at certain locations or during specifics days or times.

At the same time, Cape Medical transformed the way patients and partners contact the company by giving them the ability to route calls to the most appropriate agent queue for each. We bet you know what that means. Customers don’t get frustrated having to repeat themselves when transferred from one agent to the next.

Finally, management has greater visibility into how specific teams perform in a given hour, day or other time period. The ability to track performance relative to call volume gives leaders the information they need to adjust resources and identify potential bottlenecks or areas of weakness requiring attention or additional training.

NJ SHARES makes sure customer service is top-notch

New Jersey SHARES is a state-wide nonprofit that provides temporary assistance to those struggling to pay their energy bills. The organization also provides case management services around counseling, nutrition, employment and housing. Because it operates two separate call centers with 250 agencies across more than 300 sites, call volume is high. But NJ SHARES’ old system dropped calls, provided unreliable reports and made monitoring difficult. Customers were frustrated – and they were vocal about it.

A business VoIP system came to the rescue. Today, NJ SHARES management can move representatives from one queue to another based on call volume. That reduces wait times for customers during peak hours. Call monitoring allows managers to review calls for quality and service levels, improving training and accountability. Call recording comes in handy when a customer and agent have different recollections of a conversation, allowing any miscommunication to be resolved quickly.

Reporting features on the types of calls coming in, wait times and the number transferred and abandoned give managers the data they need to staff the call centers for peak efficiency. On top of that, NJ SHARES uses the reporting data to assess the overall level of service customers receive. The business VoIP phone system arms the nonprofit with actionable information so it can deliver the highest level of service to community members in need.

Warmworks knows the importance of 24/7 support

Warmworks delivers the Scottish government’s nationwide energy efficiency program, Warmer Homes Scotland, by providing insulation, efficient heating and renewable technologies to households around the country. From application through installation and inspection of work, Warmworks is the customer’s main point of contact throughout the process. You can imagine, then, how important the call center is, but the old phone system was low quality and lacked a number of features, such as the ability to track missed or dropped calls.

Warmworks decided to implement a cloud-based business VoIP contact center solution. The new system is always on, so Warmworks can offer the 24/7 support its customers need. While remote access had been an issue with the old system, today remote agents have seamless access from satellite offices.

Improved call quality translates to fewer dropped calls, which makes customers happy. Real-time call handling metrics lets managers analyze the level of service customers receive. Issues can be identified immediately and lay the foundation for future training sessions.

Now, Warmworks has its sights on CRM integration, which will give agents immediate access to detailed customer information. Not only will they be able to answer questions more quickly, but reps will create more personalized customer experiences.

Business VoIP provides all three of these businesses a competitive advantage – and it can do the same for you. Whether you’re looking to reduce wait times, improve service levels or identify areas for additional training, a business VoIP phone system such as MiCloud Connect provides of the tools, metrics and leading-edge technology required to give your customers exactly what they want when they call. With business VoIP, you can turn around the typical dread associated with calling customer service. In fact, your customer may even look forward to calling you!

Cover image of Mitel’s Digital Transformation for Dummies asset

Digital transformation has become a top initiative for business and IT leaders. In today’s business world, sustainable market leadership is no longer based solely on which company has the best products or even the best people. Instead, organizations that are agile and can quickly adapt to rapidly evolving market trends will become market leaders.

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