VoIP or "Voice over IP" is a way of using the Internet for telephone conversations (mobile, local and international). The primary motivator behind VoIP technology is the cost saving element. Companies can benefit from implementing Voice over IP (VoIP) in their call centers, more so if they do it through a service provider.

Cost savings on voice calls using VoIP range from up to 40% on international calls to countries such as Europe and the US, and up to 70% to destinations such as Japan and China, compared to using the local telecommunications infrastructure.

The key to keeping prices on an even keel is to negotiate good bandwidth rates in the competitive international carrier market, and there are plenty of alternative routes.

Call centers can save an average of 40% on calls to mobile phones with VoIP and 10% to 25% on national calls, depending on the destination and call volumes. If a company handles its own VoIP communication, it would need costly equipment and bandwidth infrastructure, and build direct relationships with overseas carriers.

South Africa’s outsource call center market is fragmented around the country and everyone is fighting for the same business. Recently there have been a few bankruptcies in this market, particularly among smaller operators.

By outsourcing VoIP needs call center costs will decrease dramatically. It is however important that you thoroughly research the company that you are looking to outsource to before making any major decisions.