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Enterprise-Ready Virtual Call Center Software – Everything you Need to Know
What is virtual call center software?
A virtual call center software is used at a virtual call center, which is a contact center wherein customer support agents, sales reps, and other employees work remotely. As they aren’t working from an on-site business location, the remote call center software helps customers and support teams by enabling them to work from dispersed locations whilst remaining a cohesive unit and performing with great ease and complete efficiency.
What does virtual call center software do?
Virtual call center systems are cloud-based solutions that meet the regular challenges of any remotely functioning call center. This software allows you to seamlessly connect with your customers from anywhere in the world, across all time zones. Their omnichannel feature enables a virtual contact center agent to see the entire customer journey from the beginning to the end, across all communication channels, thereby providing meaningful personal remote customer experiences irrespective of the distance.
How is a virtual call center different from a traditional call center?
As compared to traditional call centers, virtual ones have several benefits for both their support teams and employers. In addition to working from home, they can enjoy flexible hours and no dress code or save time on the daily commute. Some ways in which virtual call centers are different from traditional ones are as follows:
Infrastructure: The infrastructure in traditional contact centers includes telephone cables, devices, analog circuitry, and more. Virtual contact centers, on the other hand, have zero telephony hardware requirements. Regular smart devices like a laptop or a smartphone can be used for handling daily calls.
Hardware: Traditional call centers make use of desk phones, PBX systems, etc to carry out and conduct daily incoming and outgoing calls. Virtual call centers don’t need any traditional devices. They can be easily accessed through a browser, a laptop, mobile phone, tablet, or VoIP phone.
Integrations: Virtual call center software easily integrates with other important systems like CRM, helpdesk, billing software, analytics, and more. On the contrary, traditional call centers have old-fashioned telephony infrastructures that are hard to integrate with other software systems.
Call quality: In a traditional call center, the call quality is average as the analog circuits may create distortions. A virtual call center, however, uses IP networks at different scales and ensures high-quality voice data throughout.
Knowledge management is increasing the number of virtual contact centers
Through knowledge management, a good experience is created for both the employees and the customers. Information regarding rules, policies, help guidelines, procedures, etc is well-organized and clearly mentioned. Self service is promoted and waiting time on the customer’s end is eliminated. All of this is possible due to the knowledge management systems. Regular call centers required paperwork, devices, agents to look after several things at once, etc. But with call center knowledge base, all the information is stored in one place and customers are empowered to take action. In this way, it is enabling traditional call centers to convert into virtual ones without much effort.
Capabilities of an effective virtual call center software
The adoption of remote call center software has several advantages as compared to conventional, traditional call center models. Let’s have a look at the benefits it has over your business:
No geographical limitations:
A modern-day virtual call center has a remote call center solution that allows you to hire agents from across the world, from the comfort of your home. This itself opens up several opportunities, especially widening your available recruiting criteria and allowing you to select the right kind of people for the demanding job at hand- without limiting your search to candidates living within commuting distance.
Having support agents living in different time zones is an added advantage as it will greatly benefit your customer service. Conveniently, you could increase your working hours without adding pressure on your employees or even provide a 24/7 service at your call center.
Lower costs:
The biggest perk of having a virtual call center is cited as it being relatively cost-effective, much more than traditional call centers. In a traditional contact center, the employer has to acquire IT resources which are usually costly and their value only decreases over time as more and more things are converted into virtual services.
Purchasing other requirements such as hosting servers, PBX, phone terminals, etc. can become quite an expense. Running a traditional inbound call center also becomes financially draining because the employer must provide all the support agents with personal desks, chairs, and other basic amenities. And for the customer, the cost of all this will be reflected in the service charges. Remote call center software eliminates the need for almost all these amenities. This marginally reduces overall costs.
Mobility and reduced turnover.
A work-from-home call center software allows a support team to work from absolutely anywhere in the world. If they are working from their respective homes, they don’t have to spend hours commuting every day. This saves a lot of time and increases productivity. The employee dress levels may also go down as they don’t have to get out of their homes.
Immediately, the customers’ perception of the contact center will also improve drastically. In addition to that, virtual call centers can reduce employee turnover, boost morale, and make for much improved and desired customer service.
Data privacy & management:
A virtual call center software ensures that business privacy regulations are met as per the rules of different locations. It collects and stores customer information locally in compliance with local rules. Stores call and provide local numbers in-country as required.
Apart from all the reasons mentioned above, the switch from a traditional call center to work from home call center could be a positive step towards the environment & can reduce remote working challenges. Eliminating daily commutes, the need for building physical offices, and old-fashioned hardware creates a comparatively smaller carbon footprint, thus promoting green and conscious solutions.
With the entire world shifting to digital and virtual experiences, remote call center solutions are the future. From resource supervision to real-time resource management, virtual contact center systems ensure all the essential requirements are carried out smoothly. This efficient management leads to high productivity levels, happy employees, and satisfied customers. Therefore, it is highly recommended that you improve your business with these virtual contact systems.
