At the risk of being told to RTFM or to do a search on the forum I wanted to make a quick post to ask for help to set up a very simple solution to link my USA-based clients with my Africa-based call center workers.
It is a very simple setup. Max 50-100 calls per day, maximum 10 call center workers (starting out with 1-3). I want my clients to be able to call my business number, which I’ve had for around 10 years and to be routed to the call center workers who can take their calls and answer questions or for me to be able to selectively pass them on to the call center workers after I’ve spoken with the client directly. I would also like the ability to monitor and record these calls (for quality assurance purposes, highly preferably with a notice/warning that occurs at the beginning of the call, as is legally required) both in real time and through a recording.
Would Zoom Pro Global Select achieve this? Are there better options? There are no countries in Africa that are listed on their Coverage List but I am not sure if that relates to the country of origin/business country or the country where the call center workers are located. Since it’s VOIP I would assume that with a robust data connection that anyone from pretty much any country could connect and then the “Global Coverage List” (https://www.zoom.com/en/products/voip-phone/features/global-coverage/) specifically relates to the country/countries where clients are based/the number that the client calls to access the business, right?
Very appreciative for any and all help that anyone can offer, including better solutions. I’m looking for the simplest solution that includes the above features (namely recording the interactions) and I’m not necessarily super price sensitive but I definitely want the simplest fully functioning solution. Downloading an app, having the call center workers download an app on their phone/computer and then putting in some credentials and ready to go out of the box type of experience.
due to the scammers you will find, an international Voip call will be blocked, and you will struggle to get a local sip provider to provide international sip trunks due to local regulations.
we use a local cloud pbx provider to a local address and ship the ip phones they use a vpn back to the local cloud system.
This is 100000% correct. Unfortunately most large providers are not going to allow you to set up their phone system, or a call center based on international laws. & or high risk countries that open the company up to being sued.
With all due respect, is there a reason you’re not using Philippians, India, Thailand, or South American based workers. You will have an easier time as most providers off shore their support to those countries. Which means all those providers have gone through the gov BS of getting their phones to work.
I wouldn’t recommend having your call center agents work of their mobile due to often flaky mobile Internet here on the continent. For mostly inbound calls, any local VoIP provider should be able to meet your needs. You’d need to port your business number to VoIP if it isn’t already voip
If you get a Voip based solution in the US, then most (Zoom, Webex, Ring, Talkdesk etc) will allow agents to login from wherever, and answer calls from that number. You will typically need to have a registered address and company in the US.
The weak point in this is the internet connection local to the agent. If they have poor broadband, then the voice quality will suffer, especially with the distance involved.