In the modern business world, a call center is no longer just a room full of phones and employees answering calls. A professional call center has become the backbone of customer service and a true strategic tool that impacts the company's reputation, profits, and customer retention rates. This is exactly why thousands of managers around the world choose Yeastar PBXs to build their communication systems.
Yeastar PBXs are products from the Chinese company Yeastar, which has specialized in unified communications solutions since 2006. It has established a strong presence in the markets of the Middle East, Africa, Europe, and America. In this comprehensive guide, you will learn how to choose the right model for your company and how to build a professional call center step by step using Yeastar PBXs.
Why Does Your Company Need a Professional Call Center?
Before talking specifically about Yeastar PBXs, it is essential to understand why investing in a real call center system is a crucial decision for any company that deals with customers on a daily basis. Companies that rely on regular phone lines or employees’ personal phones face major challenges:
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Loss of incoming calls when the employee is busy or absent.
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Complete absence of statistics or data on the number of calls, waiting time, or answer rates.
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Lack of intelligent call routing; the customer calls a random number and doesn’t know who they are talking to.
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Difficulty in scaling; adding a new employee means buying a new phone, a new line, and additional costs.
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Lack of professionalism in the customer experience, which starts from the very first ring.
A professional call center system solves all these problems and adds new capabilities such as automated responses, call recording, fair distribution of calls among employees, and detailed reports that help management make decisions based on real data.
Comprehensive Comparison Between Yeastar PBX Models
To help you choose the right model for your company, here is a detailed comparison of the most prominent Yeastar PBX models:
|
Feature |
S20 |
S50 |
S100 |
S300 |
P-Series Cloud |
|
Number of Users |
Up to 20 |
Up to 50 |
Up to 100 |
Up to 300 |
Unlimited |
|
Concurrent Calls |
10 |
25 |
60 |
120 |
According to subscription |
|
VoIP Support |
✔ |
✔ |
✔ |
✔ |
✔ |
|
Cloud Connection |
Partial |
Partial |
✔ |
✔ |
✔✔ |
|
Mobile App |
✔ |
✔ |
✔ |
✔ |
✔ |
|
CRM Integration |
✗ |
✗ |
✔ |
✔ |
Advanced |
|
Automated IVR Responses |
Basic |
Basic |
Advanced |
Advanced |
Comprehensive |
|
Reports & Statistics |
Basic |
Basic |
Advanced |
Advanced |
Comprehensive |
|
Best Suited For |
Startups |
Small Companies |
Medium Companies |
Large Companies |
Full Flexibility |
Call Center Features in Yeastar PBXs
Yeastar PBXs come with a rich set of call center features that any professional company needs. Here are the most prominent features along with a practical explanation of the benefit of each:
|
Feature |
Description and Benefit |
|
ACD (Automatic Call Distribution) |
Automatically and fairly distributes incoming calls to available employees. |
|
IVR (Interactive Voice Response) |
Allows the customer to choose the required service via their phone keypad before speaking to any employee. |
|
Call Recording |
Saves all conversations for quality purposes, training, and legal review. |
|
Real-time Statistics |
Tracks the number of calls, answer rates, waiting time, and performance of each employee. |
|
Music on Hold |
Plays welcome messages or music during the customer’s waiting period to improve their experience. |
|
Call Transfer |
Easily transfers the call from one employee to another without interrupting the customer’s service. |
|
Ring Groups |
Sends the call to a group of employees simultaneously until the first available person answers. |
|
CRM Integration |
Automatically displays the customer’s data on the employee’s screen as soon as the call comes in. |
Steps to Build a Professional Call Center Using Yeastar PBXs
Building a call center system does not mean just buying a device and plugging it into electricity. It is a project that requires organized planning and implementation. Here are the complete steps:
Step One: Analyze Your Company’s Needs
Before anything else, sit with your team and accurately answer these questions:
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How many call center agents will use the system?
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What is the expected number of concurrent calls during peak hours?
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Do you need traditional landline (PSTN) lines or VoIP lines only?
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Does the company operate in one location or have multiple branches?
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What is your budget for the project (device + lines + installation + annual maintenance)?
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Do you need integration with an existing CRM or conversation management system?
Step Two: Choosing the Right Yeastar Model
Based on your answers in the previous step, you can determine the suitable model. General rule:
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1 to 20 users: Choose Yeastar S20 or the smaller P560.
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20 to 50 users: Choose Yeastar S50.
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50 to 100 users: Choose Yeastar S100 or P560.
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100 to 300 users: Choose Yeastar S300 or P570.
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More than 300 users or multiple branches: Choose P-Series Cloud PBX.
Step Three: Planning the Network Infrastructure
Yeastar PBXs work over the internal LAN network. To ensure excellent voice quality, you need:
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A LAN network with a speed of no less than 100 Mbps, preferably 1 Gbps.
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A router or switch that supports QoS (Quality of Service) to prioritize voice packets.
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A stable internet line with sufficient upload speed (each VoIP call needs about 100 Kbps).
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UPS (Uninterruptible Power Supply) to protect the device from power outages.
Step Four: Purchasing and Installing the Device
After purchasing from an authorized distributor, comes the actual installation phase. Connecting Yeastar is relatively simple:
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Connect the device to the internal network (LAN Port) and to power.
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Insert the required telephone line cards into the designated Slots (FXO for landlines, BRI/PRI for digital lines).
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Access the management interface via browser by entering the device’s IP address.
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Follow the Quick Setup Wizard that guides you through the basic settings.
Step Five: Configuring Call Center Settings
This is where the real customization begins. In the Yeastar management interface, you will set:
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Create Extensions for each employee with their name and permissions.
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Design the appropriate IVR tree (voice menu) according to the nature of your business.
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Create call queues and define the distribution strategy (Round Robin, Ring All, or Most Idle).
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Upload professionally recorded welcome voice messages.
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Set business hours and what happens to calls outside working hours.
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Enable call recording, specify storage location, and retention period.
Step Six: Connecting Phones and Devices
Call center agents need devices to communicate. You have several options with Yeastar:
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Physical IP Phones (such as Grandstream) compatible with SIP.
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Yeastar Linkus mobile app to work from anywhere.
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Softphone software on the computer with a professional headset.
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A mix of all three depending on each employee’s role.
Step Seven: Training and Testing
Before actual launch, do not skip this critical phase:
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Train every employee on using their phone, how to transfer calls, place on hold, and use the queue.
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Conduct full tests for every possible scenario (incoming call, outgoing call, transfer, hold).
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Test voice quality and ensure there is no choppiness or noticeable delay.
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Test the statistics and reporting system and ensure supervisors have access to the correct data.
How to Use Yeastar Statistics to Improve Your Team’s Performance
Yeastar PBXs do not only provide connectivity, but also give you valuable data that helps you manage your team professionally. Among the most important reports you should monitor:
Answer Rate
Tells you the percentage of calls answered by your team out of total incoming calls. If this number is below 85%, you should review shift schedules or increase the number of staff.
Average Wait Time
The longer the customer waits, the higher the chance they will hang up and give the competitor an opportunity. The ideal target is that average wait time does not exceed 30 seconds.
Average Handle Time
Very short calls may mean the agent is not giving the customer enough attention, while very long calls may indicate a lack of efficiency or knowledge. Finding the right balance is one of the goals of successful call center management.
Individual Employee Performance
Yeastar allows you to see statistics for each employee separately: how many calls they answered, how many they rejected, and their average call duration. This data helps you identify stars and those who need additional training.
Yeastar Integration with CRM Systems
One of the important developments in modern Yeastar PBXs is the ability to connect them with Customer Relationship Management (CRM) systems. Yeastar provides direct integration with leading systems such as Salesforce, HubSpot, Zoho CRM, and others.
This integration practically means that when a customer calls the call center team, all of that customer’s data from the company’s CRM system appears automatically on the agent’s screen: their name, purchase history, previous complaints, and any special notes. This significantly improves service quality and saves the employee time that was previously wasted on searching.
Frequently Asked Questions About Yeastar IP PBX
Can Yeastar be used with regular landline phone lines?
Yes, Yeastar S-Series PBXs support FXO cards that allow connection of traditional landline (PSTN) lines, as well as BRI and PRI cards for digital lines.
Can Yeastar continue to be used if the internet is cut off?
If your company uses landline (PSTN) lines connected to the device, then yes, internal calls and calls via landlines will continue to work. VoIP calls, however, require an internet connection.
How many concurrent calls can Yeastar handle?
It varies by model. S20 supports 10 concurrent calls, S50 supports 25, S100 supports 60, and S300 supports 120 concurrent calls. The P-Series and Cloud offer greater flexibility.
Is Yeastar suitable for companies with branches in different cities or countries?
Absolutely. Yeastar supports the Multisite feature for centralized management of multiple locations. You can connect company branches in different cities or countries into one network and transfer calls between branches for free.
Yeastar IP PBX: Your Destination for Building a Professional-Level Call Center
Investing in the right Yeastar PBX for your company is not just buying a communication device; it is an investment in your customers’ experience, your team’s productivity, and your ability to grow and add new employees and branches without rebuilding the infrastructure from scratch.
Start by analyzing your actual needs, contact distributors, and request a live demonstration of the system before making the purchase decision. The first step toward a professional call center starts today.
Find more:
Yeastar Call Flow Designer: A Complete Setup Guide
Yeastar Call Center Solutions | Unified Communications
Yeastar S100 PBX Integration with Snom D785n
Yeastar P550 vs P560 PBXs | Business Solutions
Yeastar IP PBX Solutions – Reliable Cloud Communications
Yeastar Cloud Solutions – The Future of Communications
Comparison Between Yeastar TA800 and TA1600 Gateways
Yeastar S100 PBX with Snom D785N for Unified Communications
Yeastar Cloud PBX Solutions: Smart and Flexible Communication