Virtual call center software is making high waves in the call center industry. Whether it is a low-cost set-up or human-free service delivery, it is winning the hearts of a lot of businesses with each passing day.
Using VoIP enables a business to work from anywhere. Rather than using a particular office ecosystem, your agents can work from any third party location. This third-party location can be anything depending upon the need of the hour. Despite operating from dispersed locations, a virtual call center works as a cohesive unit and keeps things/operations organized and sorted. All the business data is stored in a centralized place.
All these benefits are admittedly hard to ignore. That is why Amazon has also started using a virtual call center software for its global business and got succeeded in reducing overhead cost yet delivering par excellence customer service.
If you are still confused about its viability, here are some of the critical information to have better clarity.
1. Virtual Call Center v/s On-site Call Center: Which is the winner and why?
This is a highly debatable question. But, we might help you to have a clear picture of the below-mentioned points.
2. Which costs how much?
On-site call center comes with high real-estate costs, more significant overheads, and hefty calling charges. If we observe, setting-up an on-site call center in a B-grade city might exert a whopping $2.440 per person financial burden, which is way too high to handle for start-ups.
Apart from set-up, it demands investments in maintenance as well. Not to forget the high calling charges, if you are using the PSTN-based telephony for your on-site call center. All these expenses make on-site call center a costly and time-consuming affair.
On the other hand, using virtual numbers and cloud-based call center software helps you eliminate all these expenses and allows you to be plug-and-play ready without downsizing.
3. Which helps in the global expansion?
Going global is a pricey yet crucial trend that every growing business should adapt to stay relevant in today’s competitive world. Doing this is a bed of roses with an on-site call center as you have owned a physical office in every operative foreign land. This process is both expensive and time-consuming.
You need not burn cash and time for going global if you are using a virtual number. You can use it from anywhere on any device as long as you have a stable internet connection.
4. Can you set-up a virtual chatbot with it?
Though most of the virtual agents are humans only, technology is sending them at the backseat by setting up AI-powered chatbots. Most of the virtual numbers are using chatbots as their virtual call center agents. IVR or Interactive Voice Response is making this possible. With the help of this feature, your computer chats with customers via voice and assist them, while keypad takes input from the user.
This type of 100% human-free customer assistance enables a business to work even when there is a crunch of team members.
5. Things to keep in mind while setting-up virtual call center
There is no second opinion that virtual call center software is a boon for today’s call center industry. However, specific vital points should be kept in your mind while taking it on-board if you want to have hassle-free operations and streamlined workflow.
6. Make sure to implement stringent remote working policies.
As you will not be able to monitor the functionality of your virtual agents around the clock, implementing stringent remote working policies is what you need to ensure quality and timely work. Make sure that each virtual agent is completing its minimum working hours and attending the average number of the call before they sign-off for the day.
Though many leading US phone number comes with various in-built performance monitoring tools, you must understand the need for timely completion of tasks that are assigned to your remote employees. For this, keep checking the reports being generated through these tools.
7. Pick the one which comes with greater flexibility and integration.
When you are choosing the business phone system for your virtual call center, choosing a flexible one is the best choice. With great flexibility, you are free to expand the existing call center software with growing business needs.
Alongside this, you should also keep in mind that the chosen one should have great in-built CRM integrations to make operations sorted from ground level and handle all the business aspects from a centralized place.
As your virtual agents will be working from scattered locations, in-built integration helps them to collect whatever information is required without leaving their seats.
8. Check the POP location of the service provider.
When you are setting up a call center, you should never overlook the call quality. As all the actions in a virtual call center ecosystem will be taking place over the internet, you should make sure that your service provider should have proper POP or point of presence in more than one continent. The closer you will be to the POP of your service provider, the better will be the voice quality. So, don’t hesitate to inquire about it beforehand.
We think that by now, all your doubts and queries about virtual call center software must be clear. So, make a move and shift on the cloud.
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