Expand Your Call Center Universe

VoIP allows contact center managers to deliver both phone service and broadband Internet connectivity to customer service reps (CSRs) along the same connection. Voice and data both are converted to packets of information that are sent the same way — across an Internet connection. Each CSR shares the bandwidth of that connection, and “since you’re contracting for a set amount of bandwidth, you can automatically turn on additional service as demand arises,” says Dave Peterson, president of Bedford, N.H.-based contact center consultancy Powerhouse Consulting.