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Voice over internet protocol (VoIP)-based call centres have emerged as a key channel for customer service provision. They are being regarded as future of tomorrow. VoIP call centres enable users to make long distance calls for lower costs than the traditional contact centre would allow. An increasing number of organisations are investing in this voip industry.

Contact centres are becoming e-contact centres, incorporating email, web chat and other forms of online communication, the report notes.

Many employers are choosing to outsource work to agents in other countries, where they can be hired inexpensively. Thanks to the power of VoIP, call centers can hire virtually worldwide.

With the application of IP telephony in these centres, users or clients of small and medium-sized organisations are able to grow instantly without investing much on equipment, as the equipments i.e voip adapters and phone cost very less. Also the cost of the calls is by far cheaper than normal PSTN network.

Benefits offered by the VoIP call centre -:

• The telecom carrier charges can be drastically reduced by in turn reducing the circuit charges and the charges of long distance phone bills.
• Costs reduced on combining telecom & the IT infrastructure.
• Reduced costs that used to occur due to moving & changing.
• Better asset utilization on using the data-networking infrastructure to carry both data & voice at the same time.