This week, John Sung Kim gives a 4 Item Success Checklist for virtual call centers. In 2001, John invented the world’s first VoIP Call Center Software-as-a-Service. He is the founder of Five9.com and LeadMarket.com.
One of the first questions to ask any vendor is how much bandwidth will be required per agent in order to ensure toll voice quality. While Internet data packages vary from service provider to ISP, it is crucial to remember that with VoIP, it is not just about the download speed of the Internet connection, but the upload speed as well. This is to ensure not just receiving the voice packets when hearing, but to ensure that voice packets are getting uploaded with the proper bandwidth when the agent is speaking.
If your agents are virtual and working from home, ensure that each agent does not have other programs running in the background (such as LimeWire or other file sharing applications) that can degrade voice quality. Setting such parameters with remote agents is critical to ensuring that VoIP connections do not degrade.
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