Did you know, virtual call centers saw a 20% increase in call volume in 2020?
Now, you might say that traditional call center solutions work just fine, so why is the shift to virtual call center software needed?
Well, we agree that shifting your entire workforce to a remote virtual setup is no easy task. But, the benefits far outweigh the inconveniences!
From managing employee productivity to tracking calls and saving costs to helping you achieve business goals, cloud call center software lets you do it all!
Thus, investing in virtual call center software will hope you keep up with the industrial changes and prepare a rock-solid team. But, before we move on to understand why virtual call centers are a better choice, let us know more about them.
What is Virtual Call Center Software?
A virtual call center software or cloud-based call center solution gives you the ability to hire the right agents irrespective of their location. But, how does it benefit you?
Well, hiring employees from multiple time zones lets you provide round-the-clock services and reduce overhead and maintenance costs.
Now, you might wonder what about the tons of data stored in your legacy system?
Virtual call center software lets you migrate data and keep track of schedules and productivity. Besides, it even boosts your team’s motivation by facilitating easy communication with their peers.
How Virtual Call Center Will Redefine Employee And Customer Experience
1. Maintaining Business Continuity
Maintaining a stable workflow at offices can be tough. With several employees preferring to work remotely, it can get difficult to establish clear communication.
Similar is the case for call centers. So, what can be the possible solution for this?
Well, virtual call center software is operated in the cloud. So, you no longer need to deal with hardware headaches and IT bureaucracy.
All your virtual call center agents need is a PC or laptop and a headset with a stable internet connection. Thus, they will be able to handle calls anytime and anywhere.
Running an on-premise call center, you will need to invest in hardware, software, and infrastructure, hire IT specialists and even shell out office rent. However, virtual call center solutions offer you a great cost-saving alternative.
Since your agents can work from anywhere, you will need to no longer rent office spaces and get a premise for bulky servers. As for a cloud-based call center solution, you only need to pay a monthly subscription per user.
Furthermore, you no longer need to have an IT department as your virtual call center vendor is responsible for your network equipment and server, updating, trouble-free functioning, and support. As a result, the upfront cost is comparatively low as compared to an on-premise call center.
3. Deployment Time
An on-premise call center may take 2-4 weeks to launch. In comparison, a cloud-based call center solution requires only 48 hours of deployment time.
4. Scalability and Flexibility
With virtual call center software, your agents can leverage the power of scheduling options and fulfill customer needs in a better manner. Besides, your management team can use it for real-time intraday tracking features and keep track of agents’ schedules.
For instance, you run an outsourcing contact center, and you need agents for a particular project. With an on-premise solution, you will need to spend more money on software and hardware and search for new office space as well.
Luckily, virtual call center software requires much less investment. All you need to do is buy some additional user licenses for new agents. It is an excellent option for outsourcers and seasonal businesses that do not have a set number of employees.
5. Gamification To Motivate Your Virtual Agents
Without the in-person support of co-workers and managers, agent motivation can go for a toss. To solve these issues, most virtual call center software offers gamification functionality that can help you transform repetitive work tasks into fun competitions.
Studies have found that gamification makes 83% of employees feel motivated and reduces absenteeism by up to 41%.
So, you can use it to create some exciting challenges that will engage your employees and ramp up their productivity.
Wait, there is more to it!
You can even choose to visually showcase great performances using KPIs, scorecard widgets, and graphs.
6. Skill-Based Call Routing
Tailoring customer experiences should be your priority, and matching the right team member to each call creates a faster and more effective call resolution.
Virtual call center software helps you stay on top of customer satisfaction by using call routing for geographical matching, automatic number identification, and customer-self selection. Addressing these call center KPIs lets you achieve customer satisfaction and increasing recommendations.
8 Things to Consider Before Choosing Choosing The Right Virtual Call Center Software
You will not want to invest in a solution that doesn’t meet your call center’s needs. Follow these tips and suggestions on evaluating your potential virtual call center software.
1. Third-Party Integrations
Your cloud-based call center solution is not a standalone system. Instead, it needs to interact with your agents and other parts of your business.
So, you must make sure that any call center software you choose must be able to integrate with your CRM(customer relationship management) system, helpdesk software, social media tools, and marketing software.
The last thing you will want is a disconnect that will lead to frustration and a lack of communication between employees and customers.
2. Customer Service
Well, without a second thought, customer service is a parameter you cannot avoid when choosing virtual call center software.
This is because you will need to ensure that you can resolve your complaints easily and handle all payment-related issues. Besides, you will also need to ensure that there is a well-laid communication procedure for resolving complaints.
3. Security and Compliance
In the age of security leaks and data thefts, it is important to be extra careful. Ensure that you use call center software that offers top-notch encryption and the latest security measures to keep your data safe.
Besides, you also want your customers to feel safe when giving out private information via phone or communication channels. One way to guarantee this is to look for a company that is compliant with the General Data Protection Regulation (GDPR).”
4. Call Volume Distribution
The number of customers is increasing at an alarming rate, and for the same reason, more customers are opting for online premises for transactions and purchases.
As your business grows, so will the number of customers and their issues. More and more customers are opting for online transactions and purchases.
You must ensure that your chosen virtual call center software lets you automatically distribute calls so that your customers can reach out to agents faster.
5. Ease of Implementation
Deployment should not be a long-drawn process. For example, most virtual call center software takes no longer than a few hours to go live.
Some may even go live in a few minutes. Another important aspect to note is its usability. While some training and support may be required, the solution must be user-friendly and intuitive.
6. Agent Opinion
If your agents believe that the software is not easy to use and involves a lot of effort, it is not worth investing in. Make sure you talk to your agents before deploying it on a larger scale. But, you must also remember that some people fear change and may not like changes to the legacy systems.
To help you make the right decision, ask your agents what features they are struggling with and find the user interface cumbersome.
Background checks are a must when it comes to purchasing virtual call center software. A vendor that has extensive experience with the call center industry can be your pick.
Besides, they should be thorough about the common systems and practices used in the industry. You can also check for referrals from the other users to be double sure and make the right decision.
8. Need For IVR
Interactive voice response (IVR) in call center systems can be a great way to automate frequent call center tasks. This will help you improve the efficiency of your call center and save money. Also, IVR-based speech recognition and speech–to–text features can help you provide personalized experiences to customers.
It is particularly useful for understaffed call centers. So, you must ensure that your chosen cloud-based call center solution provides this facility. This will not only help you address customer demands better, but it will also help you streamline call center operations.
Virtual call center software can help you manage employees better, build strong customer relations and take your call center business to higher echelons of success.
Have you tried out a virtual call center solution? Then, schedule a demo with us today!