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Grow Your Business Technology

How an App is Turning Cell Phones Into Call Centers

image for D. Hammonds/Shutterstock
D. Hammonds/Shutterstock
  • When people think of call centers, most picture a large space with row after row of cubicles and representatives talking over each other just to hear and be heard by customers. Mobile phones have completely changed the traditional call center, because many representatives now work remotely from a mobile phone.
  • Mobile phones can be set up to answer phones with a prerecorded voice service that transfers the incoming call to the appropriate department and representative.
  • There are many benefits that come with call centers using mobile phones as their source of contact, including a decrease in infrastructure costs, the ability to send quick texts about the account in questions and the ability to hire remote workers from around the world.

Considering a business phone system for your company? Although landline, cloud-based and Voice over Internet Protocol (VoIP) systems are all great options, if you already use a cell phone to run your small business, an additional phone line can seem like an unnecessary expense. Now, you can have the benefits of a full-featured business phone system right on your cell phone.

BatCrab lets any business configure its mobile phones to work with the service, turning the phones into complete business phone systems, without investing in costly hardware and network installations. The system includes all the services a small business needs to sound professional and provide excellent phone support to its customers.

Just like with other business phone systems, BatCrab users can set up their cell phones to act as complete call centers. The service features call handling and forwarding, offers unlimited extensions, and allows businesses to record their own voice greetings via a menu system. For instance, when a customer calls, you can set up your cell phone with a custom greeting, such as "Thanks for calling! To reach customer support, press 1. To reach sales, press 2," and so on. BatCrab can automatically answer calls and direct callers to the right department, so you don't have to. [For a guide to the best small business phone systems, visit our sister site Business.com.]

Other features include on-hold music, voicemail-to-email, fax-to-email and audio caller ID. Businesses using BatCrab can also choose their own phone numbers from a wide range of local, national and global area codes in more than 60 countries based on their target markets.

In addition to turning a mobile phone into a complete business phone system, BatCrab provides real-time data to help small businesses see how their mobile contact center sare performing and analyze call flow and frequencies.

"Analyzing call statistics provides business developers with a clear look at support operations," said Gediminas Jocys, chief technology officer of BatCrab, in a statement. "Managers can easily find out when more support staff should be answering the calls, [and] check the most busy or unoccupied time frames, most popular numbers, and other important information."

BatCrab plans start at $14 per month and include 300 minutes per month. For more minutes, check out the Team option, which comes with 1,000 minutes each month for $25 per month, or the Business plan, with 5,000 minutes per month for $55 a month. A pay-as-you-go plan is also available for $9 a month and starts at $0.02 per minute. There is no hardware or software required, and all plans include free setup and unlimited departments and employees.

Modern technology, specifically, mobile phones, has changed everything in the working world. The way that people expect to interact with call centers has evolved dramatically due to the availability of mobile phones. They provide a real-time interface for information-sharing among call centers and their customers. In addition, other benefits of using mobile phones for call centers are discussed below.

Call centers are visualized as large rooms packed with cubicles and hundreds of employees talking at the same time on desk phones, but this is no longer the case for many organizations. Thanks to mobile phones, many call center organizations now offer the opportunity to work remotely. The global accessibility of mobile phones and other mobile devices allows call centers to employ agents to work from home, all over the world. One of the best benefits of hiring employees to work remotely is that infrastructure costs are significantly diminished.

Smartphones can have a considerable impact on call centers. For instance, when customers contact the call center, there are apps available that allow the remote employee to put a customer on hold who needs to reach someone else in customer service. Other beneficial apps for remote employees include an app that allows the representative to provide customers with account updates, manage their billing and engage in interactive chat with the contact call center. Representatives can also install an app that offers support for app support and to provide updates on customer service and interactions.

One of the common things that most smartphones have in common is the ability to access geographic coordinates. The ability to access geographical locations is beneficial for remote call centers because it allows them to direct calls to representatives that are local to the customer calling in, and the representative can personalize the conversation with their customers.

Many people prefer sending and receiving texts as opposed to using the telephone. Texting is a quick and easy way for customers to send in questions, and it's a quick way for representatives to deliver messages about delivery updates, balance notifications and transaction status.

Business News Daily Editor

Business News Daily was founded in 2010 as a resource for small business owners at all stages of their entrepreneurial journey. Our site is focused exclusively on giving small business advice, tutorials and insider insights. Business News Daily is owned by Business.com.