A virtual call center is the perfect solution for companies who need to make and receive calls across the globe. Many medium and large sized businesses rely on virtual call centers to provide 24-hour support to customers. There are many suppliers to choose from. So, we’ve created this guide to help you make an informed decision and choose the right virtual call center for your business.
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What is a Virtual Call Center?
A virtual call center is a call center where agents are geographically dispersed rather than being situated at work stations in a single building. Virtual call centers are most commonly used to provide customer and technical support. But, you can also handle event sign-ups and other situations where operators need to man phone lines.
Benefits of a Virtual Call Center
In switching to a virtual call center, businesses often weigh the benefits against a traditional phone system. A virtual system offers the following advantages:
Work From Home
As long as your sales reps have an internet connection, they can make and receive calls from anywhere.
Spend less on your office bills by letting agents work from the comfort of their homes.
Real-time Customer Support
Keep your customers happy by answering queries and concerns in real-time.
Reduced Operating Cost
Virtual call center solutions usually charge a monthly per-user fee that is significantly cheaper than the per-line charges traditional phone providers bill.
A virtual call center can adapt to company changes, allowing for updates as a company grows. If a new employee needs to be added, the business can often do so from the console. Traditional phone companies require a request for these changes that can take extra time.
Generally, most suppliers offer advanced features that can be managed through an internet portal. Each call center agent connects to accept calls from a PC or VoIP phone set.
Interactive Voice Response (IVR)
This feature allows menus to be set up to direct calls to specific people or departments.
Gives callers the option to leave a number and receive a callback when an agent is available.
Supervisors are given access to monitor and control team activities, making it easier to manage employees located offsite.
Connect call software to existing CRM solutions to automatically log data on each call that comes through.
Each call can be recorded for quality control purposes.
In call center management, the ability to capture data on call volume trends is essential to future resource planning.
Best Virtual Call Centers of 2017
After reviewing dozens of suppliers, here are our top picks for virtual call center suppliers. These suppliers strike the perfect balance between affordability and functionality.
8x8 has a full suite of features and even gives managers four training sessions to familiarize them with the app’s features. Pricing is provided on a personalized basis.Read full review.
|8x8 Virtual Call Centers|
Since 2001, Five9 has worked to change the face of contact centers through providing cloud-based software. Annual and month-to-month pricing is available.
|Five9 Virtual Call Centers|
Genesys provides cloud virtual call center services to mid-sized and large businesses with personalized IVR, call monitoring, and many other features.
Read full review.
|Genesys Virtual Call Centers|
Mitel’s MiContact Center has solutions for businesses of all sizes, with separate solutions geared toward workgroup contact centers, small formal contact centers, teams focused on outbound calls, and more.
Read full review.
|Mitel Virtual Call Centers|
Zoho gives businesses an entire virtual call center, right within their browser. Hook Zoho Desk up to your customer service phone number and answer calls without any of the usual hassle.
|Zoho Virtual Call Centers|
Virtual call center costs depend on a range of factors, including:
- Office location(s)
- Hardware required
- Number of seats
Companies should note that many suppliers including five9 offer simple and transparent pricing plans. No long-term contracts; simply pay a monthly or annual fee based on the number of seats.
Next Steps to Find Your Virtual Call Center
Companies of all sizes can use virtual call centers to create enterprise-grade call centers. Many providers offer flexible solutions for companies in different industries. The solutions are scalable, so you don't have to revert to a single call center in one location. If you’d like help finding the right virtual call center for your business fill out the form to receive tailor-made virtual call center quotes. Expert Market can help you make sense of your options, and find the best fit for your business today.