Virtual call center
Virtual call center or contact center software like RingCentral RingCX makes setting up a virtual call center a breeze.
Taking your call center virtual could be the smartest thing your business has ever done. Today’s workforces are increasingly mobile and flexible, and a virtual call center or contact center solution like RingCentral RingCX helps you get the most out of your staff.
What’s more, the best virtual call center technology includes features that make it easier to deliver the kind of seamless customer experiences that today’s consumers demand.
What’s more, the best virtual call center technology includes features that make it easier to deliver the kind of seamless customer experiences that today’s consumers demand.
What is a virtual call center?
A virtual call center is one where customer service representatives are geographically dispersed, rather than in one location. They may work from home or from several different offices, all connected via cloud call center software. With a virtual call center a business like yours can embrace remote working and employ agents anywhere in the world.
This call center model is used by all types and sizes of organization, from financial services and product support to telemarketing and polling companies. It’s often chosen because the business wants to reduce the costs associated with a physical office, and/or to provide customer care across various time zones. A virtual call center for small business also allows those organizations with lower budgets to provide support at a much higher level than they’d otherwise be able to.
Call center or contact center—What’s the difference?
So, that’s the virtual dealt with, but what about call center—and particularly—how it relates to the similar term, contact center?
These days, the two terms are often used interchangeably to describe customer service centers, but technically there is a difference: Call centers handle phone calls, while contact centers use various digital channels to communicate.
These days, the two terms are often used interchangeably to describe customer service centers, but technically there is a difference: Call centers handle phone calls, while contact centers use various digital channels to communicate.
However, there’s plenty of crossover between the two types. Many call centers have moved on from their traditional roots, using internet phones and artificial intelligence for recorded messages and call routing—and contact centers continue to make and receive phone calls alongside digital channels.
When it comes to the virtual sphere, the lines are even more blurred. A virtual call center or a virtual contact center may offer omnichannel communication because it’s far easier (and cheaper) to do so when the service is hosted in the cloud.
Types of virtual call centers
Just like their traditional forebears, virtual call centers may be described as inbound, outbound, or both:
- Inbound call centers receive incoming calls from customers (complaints, technical queries, payment processing, service renewals)
- Outbound call centers make outgoing calls to potential or existing customers (sales, promotions, market research, appointments).
In either case, virtual call center software is used to automate call flow, increase efficiency, and enable remote agents to communicate and collaborate like a physical team. Because the system is completely cloud-based, virtual call center agents can access the call center platform from any device with an internet connection.
Included within virtual call center software, tools like sales dialers are designed to optimize outbound call flow, allowing agents to focus on meaningful conversations without the time-consuming task of manual dialing.
Software solutions usually include a suite of features to provide customer service via multiple channels, from voice calls to text messages, live chat, and video conferencing.
Providers like RingCentral give you predictive dialing (faster and more accurate to dial a phone number), skills-based routing (to match a free agent with the correct abilities to help, with a customer), and analytics tools to measure performance.
And all that comes as part of an AI-powered contact center solution which can work seamlessly with your other business tools, too.
Included within virtual call center software, tools like sales dialers are designed to optimize outbound call flow, allowing agents to focus on meaningful conversations without the time-consuming task of manual dialing.
Software solutions usually include a suite of features to provide customer service via multiple channels, from voice calls to text messages, live chat, and video conferencing.
Providers like RingCentral give you predictive dialing (faster and more accurate to dial a phone number), skills-based routing (to match a free agent with the correct abilities to help, with a customer), and analytics tools to measure performance.
And all that comes as part of an AI-powered contact center solution which can work seamlessly with your other business tools, too.
Traditional vs. virtual call centers: At-a-glance
| Traditional call center | Virtual call center | |
|---|---|---|
| Location | A centralized, physical space-usually a large floor area to house multiple teams of agents. | Decentralized across many locations. Agents can work from virtually anywhere with an internet connection. |
| Infrastructure | Requires significant on-premises hardware, such as PBX systems, telephone cabling, and more. | Solutions are software-based, meaning agents can work on PCs, laptops, or even cell phones. |
| Workforce | Limited to agents who can physically get to the call center day-in and day-out. | Virtual call centers can draw from a global talent pool, and employ the best agents available worldwide. |
| Scalability & flexibility | Scaling up to add new seats or features is often time-consuming and costly. Adapting to changes in demand is also typically slow. | Adding new users, features, and more can often be done in a few clicks. Scaling down with decreased demand is also quick and easy. |
| Costs | High upfront installation and maintenance costs. Plus, considerable overheads related to the physical space—rent, utilities, etc. | Typically only an affordable and predictable monthly subscription fee for the software. |
| Traditional call center | Virtual call center | |
|---|---|---|
| Location | A centralized, physical space-usually a large floor area to house multiple teams of agents. | Decentralized across many locations. Agents can work from virtually anywhere with an internet connection. |
| Infrastructure | Requires significant on-premises hardware, such as PBX systems, telephone cabling, and more. | Solutions are software-based, meaning agents can work on PCs, laptops, or even cell phones. |
| Workforce | Limited to agents who can physically get to the call center day-in and day-out. | Virtual call centers can draw from a global talent pool, and employ the best agents available worldwide. |
| Scalability & flexibility | Scaling up to add new seats or features is often time-consuming and costly. Adapting to changes in demand is also typically slow. | Adding new users, features, and more can often be done in a few clicks. Scaling down with decreased demand is also quick and easy. |
| Costs | High upfront installation and maintenance costs. Plus, considerable overheads related to the physical space—rent, utilities, etc. | Typically only an affordable and predictable monthly subscription fee for the software. |
RingCentral RingCX: All the virtual call center software features you need
The precise features you need from a virtual call center platform will depend on your business needs and objectives. Typically, though, organizations are looking to improve customer experiences, better utilize their workforce, make more sales, or a combination of all three. Fortunately, RingCentral RingCX has you covered in all cases:
Inbound calling features
Virtual call center technology makes it simpler and easier to manage higher volumes of inbound calls. RingCX includes a wide range of features to ensure you deliver outstanding service to customers who call your business.
Inbound calling software features include Interactive Voice Response (IVR), Automatic Call Distribution (ACD), and skills-based routing. These functionalities work together to ensure callers reach the right agent to answer their queries, as quickly as possible.
Call monitoring features, too, make it simple for supervisors to keep track of live calls and help when it’s needed. They can listen in, whisper advice to agents, or even barge-in to the call, if necessary.
Outbound calling features
Virtual call center platforms can be a godsend to sales teams and others making high volumes of outbound calls, too. RingCX boasts a variety of features that can help you make more outbound calls and make the most of any you do make.
A choice of four different auto dialer modes means you can reach contacts as readily and efficiently as you need. Progressive, preview, and predictive dialers give you a choice of how your agents reach contacts. Voice broadcast dialing, meanwhile, makes it easy to pass on messages or announcements without taking up your agents’ time.
Easy to create and customize sales scripts, meanwhile, help your agents make every call count. Plus, in-depth analytics and reports can help better tailor sales processes for the future.
Workforce management
In either an inbound or an outbound virtual call center, the workforce is the most valuable resource. The best virtual call center services, then, also support your workforce management efforts.
When you add WFM features to RingCX, you can get a better handle on demand forecasting, agent scheduling, intraday management, and training.
That means you can keep your teams happier, streamline processes, and enhance CX across all your touchpoints.
AI-powered assistance
Virtual call center technology has another key advantage over traditional setups. It’s built with the most recent technological innovations—like artificial intelligence-powered features—in mind.
RingCX is an AI-powered contact center solution with a whole host of features to support your teams. RingSense AI is at its heart, and introduces an impressive array of capabilities.
From sentiment analysis to AI assistance on live calls and Intelligent Virtual Agents (IVAs) to AI-driven quality management, RingCX has everything you need to boost productivity.
CRM integrations
Virtual call center solutions don’t work in a vacuum. To provide the best service for your business, they should also work seamlessly with the other key tools in your tech stack. Particularly, your Customer Relationship Management (CRM) platforms.
RingCentral boasts over 400 native integrations with business-critical tools, including with all the most popular CRMs. Plus, if you need a more custom integration, there’s the option of APIs to build it.
How to start a virtual call center
Now you know what it is, you’re probably wondering how to set up a virtual call center for your business. Fortunately—thanks in no small part to the intuitive nature of modern virtual call center platforms—it’s simpler than you may think.
Here’s our step-by-step guide to start a virtual call center:
- Clearly define your objectives
- Choose the right tools
- Choose the right people
- Stay connected
- Continually monitor and improve
Before you get into how to create a virtual call center, you need to truly understand what you’re aiming for. Your objectives should inform each of the further steps of this process.
For example, are you hoping to improve customer service provision, boost lead generation, make more sales, or something else?
Your answers to those top-level questions will help you define precisely the kind of virtual call center you need. Then, consider things like which channels you wish to utilize, who your agents are, and how you envisage them working.
Once you’ve set your key goals, determine how you’ll measure your progress toward them. For a virtual call center, key metrics include:
For example, are you hoping to improve customer service provision, boost lead generation, make more sales, or something else?
Your answers to those top-level questions will help you define precisely the kind of virtual call center you need. Then, consider things like which channels you wish to utilize, who your agents are, and how you envisage them working.
Once you’ve set your key goals, determine how you’ll measure your progress toward them. For a virtual call center, key metrics include:
- Average time to answer (ATA): How long before each incoming call is picked up
- First call resolution (FCR): The number of customer inquiries resolved in the first interaction
- Average handle time (AHT): How long it takes for the agent to deal with the inquiry
- Average abandonment rate: The percentage of callers who disconnect before the call is answered
- Customer satisfaction (CSAT) rate: How many customers are happy with your service
- Net Promoter Score (NPS): How many customers are likely to promote your services to others
- Agent turnover rate: How many agents quit, and how often?
By working out what you aim to achieve, you’ll have a clear idea of the features any virtual call center platform must offer in order to best suit your business. It’s also important to set a realistic budget before you start researching software and hardware.
When starting a virtual call center, your choice of software provider is fundamental to your success. Choose right, and everything else becomes much simpler.
Pick an expert service host who gives you the tools you need, and the support to help you use them. With a unified communications provider such as RingCentral, your omnichannel customer service will be backed by optimum security and reliability.
Ideally, you want a holistic contact center solution that lets you seamlessly serve customers via multiple channels, so that you can meet them where they are. If the platform also integrates naturally with your internal communications tool—like RingCX and RingEX do—all the better.
Look for software, too, that offers as many tools as possible, from call distribution to analytics. Make sure upgrades are installed automatically, so agents always have the most efficient tools.
The right tools also include hardware. Each agent should have a fully-functioning desktop, laptop, or mobile device with built-in microphones and speakers (or a headset). Equipment like desks and ergonomic accessories may be provided by some companies, too.
Make sure agents have a strong internet connection (and consider paying to upgrade their service if required). Whether agents are using company-issued or personal devices, make sure they’re aware of security protocols and know how to flag concerns.
Pick an expert service host who gives you the tools you need, and the support to help you use them. With a unified communications provider such as RingCentral, your omnichannel customer service will be backed by optimum security and reliability.
Ideally, you want a holistic contact center solution that lets you seamlessly serve customers via multiple channels, so that you can meet them where they are. If the platform also integrates naturally with your internal communications tool—like RingCX and RingEX do—all the better.
Look for software, too, that offers as many tools as possible, from call distribution to analytics. Make sure upgrades are installed automatically, so agents always have the most efficient tools.
The right tools also include hardware. Each agent should have a fully-functioning desktop, laptop, or mobile device with built-in microphones and speakers (or a headset). Equipment like desks and ergonomic accessories may be provided by some companies, too.
Make sure agents have a strong internet connection (and consider paying to upgrade their service if required). Whether agents are using company-issued or personal devices, make sure they’re aware of security protocols and know how to flag concerns.
As well as providing the best tools, you’ll need the right people for your virtual team. A large part of this involves offering the right package of salary and benefits, as well as flexible working opportunities which younger candidates have come to expect.
Since you can recruit for virtual call center jobs from all over the world, it should be easier to find employees with the skills to make customers feel cared for. For example, they must be great communicators who can listen as well as explain, enabling them to understand and empathize with customers.
Call center agents need problem-solving skills to help them find solutions tailored to the customer’s needs—this also means they’ll work well within a team. Crucially, they mustn’t be deterred by customers who are angry, or who raise constant objections.
Remote workers must be able to work independently and self-manage to a certain degree, and should be great communicators across all channels. They should also be unafraid to speak up, asking for clarification or identifying areas for improvement.
While it’s important to choose people who have the right aptitude for virtual call center work, you can also hone their natural talents with regular training. As well as formal sessions, you could include peer-to-peer mentoring and independent learning with online refreshers.
Provide a customer service training manual and a digital knowledge base where everyone can check protocols and look up answers whenever they need to.
Once you have the right people in place, it’s easier to build a positive company culture. This starts with comprehensive onboarding to make newbies feel welcome and set their expectations for life in your organization.
Since you can recruit for virtual call center jobs from all over the world, it should be easier to find employees with the skills to make customers feel cared for. For example, they must be great communicators who can listen as well as explain, enabling them to understand and empathize with customers.
Call center agents need problem-solving skills to help them find solutions tailored to the customer’s needs—this also means they’ll work well within a team. Crucially, they mustn’t be deterred by customers who are angry, or who raise constant objections.
Remote workers must be able to work independently and self-manage to a certain degree, and should be great communicators across all channels. They should also be unafraid to speak up, asking for clarification or identifying areas for improvement.
While it’s important to choose people who have the right aptitude for virtual call center work, you can also hone their natural talents with regular training. As well as formal sessions, you could include peer-to-peer mentoring and independent learning with online refreshers.
Provide a customer service training manual and a digital knowledge base where everyone can check protocols and look up answers whenever they need to.
Once you have the right people in place, it’s easier to build a positive company culture. This starts with comprehensive onboarding to make newbies feel welcome and set their expectations for life in your organization.
In a remote team, good communication is crucial—between agent and customer, manager and employee, and between team members. Without it, you’ll end up with misunderstandings, mistakes, siloed information, and a dip in performance.
Use your tools to keep everyone in the loop, whether it’s informing customers about a service upgrade or explaining a new protocol to agents. Group messaging is perfect for fostering connections between dispersed teams, while video meetings enable employees to put faces to the names.
It doesn’t all have to be about work—you could set up a dedicated thread where workers can communicate socially, and hold icebreakers or virtual team events (think quizzes or game nights) via video. If at all possible, organize the occasional in-person event for the whole team.
It’s not always easy to monitor performance for remote teams, but workforce management tools can help you stay connected. Managers can keep an eye on productivity and staff levels, and agents can easily check their schedules, see who else is working, and ask to swap shifts.
Use your tools to keep everyone in the loop, whether it’s informing customers about a service upgrade or explaining a new protocol to agents. Group messaging is perfect for fostering connections between dispersed teams, while video meetings enable employees to put faces to the names.
It doesn’t all have to be about work—you could set up a dedicated thread where workers can communicate socially, and hold icebreakers or virtual team events (think quizzes or game nights) via video. If at all possible, organize the occasional in-person event for the whole team.
It’s not always easy to monitor performance for remote teams, but workforce management tools can help you stay connected. Managers can keep an eye on productivity and staff levels, and agents can easily check their schedules, see who else is working, and ask to swap shifts.
Call centers are known for high staff turnover. So, whether agents are full-time or part-time, it’s important to check that they’re happy and motivated. You could set up regular one-on-one just for this purpose, as well as quarterly appraisals or performance reviews.
Remember to acknowledge and reward team members for their hard work. As well as monetary incentives, give them shout-outs in all-company channels, and consider implementing an Employee of the Month scheme where agents can vote for their peers.
Remember to acknowledge and reward team members for their hard work. As well as monetary incentives, give them shout-outs in all-company channels, and consider implementing an Employee of the Month scheme where agents can vote for their peers.
How to start virtual call center operations shouldn’t be the only question you ask yourself. You should also be thinking about how to ensure it keeps working at optimum levels and—better still—improves over time.
In other words, setting up a virtual call center isn’t a one-off endeavor. You need to keep monitoring and analyzing call center performance, and acting upon any insights you uncover.
The best virtual call center software will help you track individual agent performance, overall progress towards KPIs, the efficiency of your IVRs, and more besides.
Go back to the metrics you chose in the planning stages, and measure them regularly (this will also help you to set benchmarks and standards for future use). If you find bottlenecks or issues with efficiency, dig deeper into the reasons behind the problem.
For example, if the average time to answer (ATA) is too slow, you might need to adjust your call routing rules or take on more staff at peak times. Are agents taking longer than expected to resolve customer inquiries? Find out if anyone needs some extra training, or a refresher on how to access customer history or the knowledge base.
If you make those improvements, you’ll also see an uptick in customer satisfaction metrics. But it’s not only about call center efficiency. As well as looking at performance, it’s important to monitor employee satisfaction. You can do this through regular surveys, as well as your 1:1 chats with agents.
Make sure to make the most of the analytics at your fingertips, and keep improving your virtual call center.
In other words, setting up a virtual call center isn’t a one-off endeavor. You need to keep monitoring and analyzing call center performance, and acting upon any insights you uncover.
The best virtual call center software will help you track individual agent performance, overall progress towards KPIs, the efficiency of your IVRs, and more besides.
Go back to the metrics you chose in the planning stages, and measure them regularly (this will also help you to set benchmarks and standards for future use). If you find bottlenecks or issues with efficiency, dig deeper into the reasons behind the problem.
For example, if the average time to answer (ATA) is too slow, you might need to adjust your call routing rules or take on more staff at peak times. Are agents taking longer than expected to resolve customer inquiries? Find out if anyone needs some extra training, or a refresher on how to access customer history or the knowledge base.
If you make those improvements, you’ll also see an uptick in customer satisfaction metrics. But it’s not only about call center efficiency. As well as looking at performance, it’s important to monitor employee satisfaction. You can do this through regular surveys, as well as your 1:1 chats with agents.
Make sure to make the most of the analytics at your fingertips, and keep improving your virtual call center.
Business benefits of the best virtual call center software
So, once you’ve set up your call center using the best virtual call center software for your business, what can you expect?
The benefits of a virtual call center are wide-ranging, and include helping you to:
- Improve customer experiences
- Increase employee retention
- Reduce costs
Improve customer experiences
Among the many benefits of a virtual call center for small businesses or large is the opportunity to offer a really positive experience at every stage of the customer journey. So they’ll tell their friends how well you handled their issue, instead of the opposite!
By using smart software, a virtual call center agent can resolve queries faster than in a traditional call center. Customers don’t have the time or patience to spend ages on hold, or to be passed from pillar to post—so the quicker the issue is handled, the happier they’ll be.
There are many virtual tools that speed up responses to inbound calls, including automatic call distribution (ACD) that routes calls to the most suitable agent, and IVR (interactive voice response) to offer self-service with no waiting. And outbound calls are faster if you use a predictive or power dialer.
Agents can view the customer’s information on screen and tap into a knowledge base to give personalized and accurate responses. The technology also gives access to loads of data to help you understand customer stories, and analytics tools to create a quality assurance framework and evaluate success.
By using smart software, a virtual call center agent can resolve queries faster than in a traditional call center. Customers don’t have the time or patience to spend ages on hold, or to be passed from pillar to post—so the quicker the issue is handled, the happier they’ll be.
There are many virtual tools that speed up responses to inbound calls, including automatic call distribution (ACD) that routes calls to the most suitable agent, and IVR (interactive voice response) to offer self-service with no waiting. And outbound calls are faster if you use a predictive or power dialer.
Agents can view the customer’s information on screen and tap into a knowledge base to give personalized and accurate responses. The technology also gives access to loads of data to help you understand customer stories, and analytics tools to create a quality assurance framework and evaluate success.
Increase employee retention
Virtual call centers are quick to set up and simple to manage. Since everything is cloud-based, agents can log in from anywhere at any time. A remote call center can hire agents from all over the world, which gives you access to a wider talent pool and ensures you pick the best people for the job.
Call center representatives enjoy the flexibility of the “work from anywhere” model, and the easy-to-use virtual tools. Agents who are happy in their jobs are less stressed, which leads to lower employee turnover. They will also be more motivated to help callers, increasing customer satisfaction.
Call center representatives enjoy the flexibility of the “work from anywhere” model, and the easy-to-use virtual tools. Agents who are happy in their jobs are less stressed, which leads to lower employee turnover. They will also be more motivated to help callers, increasing customer satisfaction.
Reduce costs
There will be an initial cost to set up a virtual call center, but you won’t have the overheads of a physical office or a ton of hardware—especially if employees use their own devices.
Plus, there are no IT maintenance costs, as the service provider handles it all. Many companies also choose to leverage the flexibility of a virtual contact center to have some agents in an office, while some others are remote/working from home. After all, since you can have your agents anywhere, hybrid deployments are also supported, providing the maximum flexibility.
The VoIP (Vvoice over Iinternet Pprotocol) phone systems in a cloud contact center are considerably cheaper than traditional landlines and give you international country coverage. And cloud hosts operate a subscriber model, providing elasticity, meaning you only pay for the capacity you need, when you need it.
It’s also highly scalable, as you can add or remove employees almost at the touch of a button. Providers like RingCentral make it easy to add extra features and channels, or integrate other forms of digital communications.
Plus, there are no IT maintenance costs, as the service provider handles it all. Many companies also choose to leverage the flexibility of a virtual contact center to have some agents in an office, while some others are remote/working from home. After all, since you can have your agents anywhere, hybrid deployments are also supported, providing the maximum flexibility.
The VoIP (Vvoice over Iinternet Pprotocol) phone systems in a cloud contact center are considerably cheaper than traditional landlines and give you international country coverage. And cloud hosts operate a subscriber model, providing elasticity, meaning you only pay for the capacity you need, when you need it.
It’s also highly scalable, as you can add or remove employees almost at the touch of a button. Providers like RingCentral make it easy to add extra features and channels, or integrate other forms of digital communications.
Are there any downsides of managing a virtual call center?
Making the move to a virtual call center is a big step, and some companies may have concerns about potential downsides, such as:
- Remote teams feeling disconnected
- Difficulties of remote management
- Possible security risks.
However, with careful planning, an understanding of how to manage a virtual call center, and the right tools in place , those issues can be avoided.
In fact, smart technology can actually make communication, collaboration, and workforce management easier. Reputable service hosts like RingCentral ensure your data is more secure in the cloud than it would be with an on-premises system.
A virtual call center can help future-proof your business
In an increasingly digital world, customers expect support to be available on any channel, at any time, anywhere. Implementing a virtual call center is more than just a great business opportunity—it may be the difference between success and failure.
The cost reductions of a virtual solution are especially good for small businesses, but all companies will see the benefits of improved efficiency and increased customer satisfaction.
Choosing a trusted provider like RingCentral will help you make the transformation smooth and seamless.
The cost reductions of a virtual solution are especially good for small businesses, but all companies will see the benefits of improved efficiency and increased customer satisfaction.
Choosing a trusted provider like RingCentral will help you make the transformation smooth and seamless.
Transform customer experiences with a virtual call center solution
Ready to revolutionize your customer experience while reducing costs? RingCentral RingCX makes setting up your virtual call center simple and seamless.
Virtual call center FAQs
The main expense associated with setting up a virtual call center is a monthly subscription fee for your software solution. How much that costs will depend on your chosen provider. Check out RingCentral’s for an example.
In general, opting for a virtual call center is far more economical in the long run than a traditional setup. It means, for example, that you won’t need office space and the many overheads that entails. However,the venture can still incur some costs in other areas.
Take internet access, for instance. Hiring globally is economical due to lower living costs in some countries, but consistent remote work for call center agents demands rock-solid internet connections that aren’t always easy to find. So, you may need to set some agents up with mobile data connections.
And then there’s the matter of training. A high-quality support team requires careful tuition that isn’t straightforward when you can’t get everyone in the same room. Be sure to leave room in your budget for a comprehensive training system that can empower agents from all backgrounds and with all skill sets and levels of experience.
In general, opting for a virtual call center is far more economical in the long run than a traditional setup. It means, for example, that you won’t need office space and the many overheads that entails. However,the venture can still incur some costs in other areas.
Take internet access, for instance. Hiring globally is economical due to lower living costs in some countries, but consistent remote work for call center agents demands rock-solid internet connections that aren’t always easy to find. So, you may need to set some agents up with mobile data connections.
And then there’s the matter of training. A high-quality support team requires careful tuition that isn’t straightforward when you can’t get everyone in the same room. Be sure to leave room in your budget for a comprehensive training system that can empower agents from all backgrounds and with all skill sets and levels of experience.
This depends on your exact business needs, but there are certain things that every modern call center business should prioritize. One is reliability, as any downtime during business hours can lead to queues, ticketing pile-ups, and heated customer interactions.
Another is automation options. Call center software that can integrate with many other business systems (and support tools such as chatbots) can do much to improve the overall workflow.
Another is automation options. Call center software that can integrate with many other business systems (and support tools such as chatbots) can do much to improve the overall workflow.
You should also think about user-friendliness. The easier your call center software is to use, the fewer mistakes your agents will make, and the faster new hires will get up to speed.
And then there are the generic concerns such as pricing and user reviews. Avoid overpaying for outdated software, but don’t be too frugal; highly-rated software is worth it.
A traditional call center gathers support agents in one facility equipped with telecommunications equipment. A virtual call center connects support agents in varying locations through an online telecommunications solution.
The traditional call center format was required for a long time because there was no other way of managing the comms, but the rise of cloud-based technologies changed that.
The traditional call center format was required for a long time because there was no other way of managing the comms, but the rise of cloud-based technologies changed that.
Virtual call center software uses technology known as VoIP (Voice over IP) to allow computers (and mobile devices) to work with regular phone systems. Every support agent for a virtual call center uses that software to engage with customers and handle all the actions needed to help them.
This means they can be based anywhere with a stable internet connection, allowing the call center service to operate without a dedicated physical space. And with the computational power available to it, that service can often work much more efficiently and flexibly than a traditional service system.
This means they can be based anywhere with a stable internet connection, allowing the call center service to operate without a dedicated physical space. And with the computational power available to it, that service can often work much more efficiently and flexibly than a traditional service system.
Because virtual call center agents can be spread throughout the world, they can more easily support customers in different time zones, even making 24/7 support viable.
And with the many tracking tools and support channels at their disposal (including email, phone, social media, and live chat), they can keep track of customer preferences and help them in ways that match those preferences.
And with the many tracking tools and support channels at their disposal (including email, phone, social media, and live chat), they can keep track of customer preferences and help them in ways that match those preferences.
It isn’t easy to make the transition from on-premises to virtual call centers. One big step is figuring out what elements of the existing system should be migrated and how.
Data from software will likely need to be exported, for instance, while telecommunications hardware will need to be cleaned up, sold, or simply discarded if obsolete. Another big step is choosing the virtual call center software you’re going to use.
Once you’ve done those two things, you’ll need to figure out a schedule that allows enough time to get the support agents set up for remote work (or hire new support agents) and run through basic training for the new system.
And since the disruption will impact customer experience, you’ll also need to notify them and do your best to mitigate the inconvenience.
Data from software will likely need to be exported, for instance, while telecommunications hardware will need to be cleaned up, sold, or simply discarded if obsolete. Another big step is choosing the virtual call center software you’re going to use.
Once you’ve done those two things, you’ll need to figure out a schedule that allows enough time to get the support agents set up for remote work (or hire new support agents) and run through basic training for the new system.
And since the disruption will impact customer experience, you’ll also need to notify them and do your best to mitigate the inconvenience.
Put simply, call centers focus exclusively (or primarily) on helping customers over the phone. Contact centers support numerous other support options (such as social media messages, help desk tickets, or live chat messages, too.
A contact center, then, is a development of the original call center concept that can provide seamless customer experiences suiting modern support preferences.
A contact center, then, is a development of the original call center concept that can provide seamless customer experiences suiting modern support preferences.
There are two key reasons why virtual call center agents can be more productive and engaged. Firstly, their ability to work remotely (often at hours that suit them) keeps their morale relatively high and equips them to do their best work.
Secondly, their access to powerful analytics and collaboration tools makes it easier for them to improve their processes and work together more effectively.
Secondly, their access to powerful analytics and collaboration tools makes it easier for them to improve their processes and work together more effectively.