Phone bills cut by Worldchoice
Voice-Over Internet Protocol (VOIP)-operated phones have been introduced to Worldchoice branches and homeworkers.
Agency branches can make calls free of charge between each other and to the consortium’s head office. The cost of external calls is reduced by 15% through a cheaper rate offered via the internet.
Worldchoice has linked with Northway Communications to replace traditional phones with a VOIP-operated handset system that uses the internet and a hosted server connection to place calls.
The new system also records calls with customers and operators which helps resolve any queries over bookings or prices as the branch manager has instant access to play back any call.
The system can also easily re-route calls to other branches or individual staff.
It will also re-route calls to a member of staff who is an expert in a particular product such as cruise.
Worldchoice technology manager Mike Carmody said: “The VOIP system will be particularly useful for agents with multiple shops and homeworkers. For instance, we have installed the system for our own homeworkers who use the system to re-route calls through to each other when they’re busy on the phone.
“The VOIP system also enables a message to be added alerting callers that their phone conversation may be recorded. Since using the system our agents have already a noticed a reduction in the number of problem calls as a result of this.â€
by Phil Davies
Phil Davies
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