Workers today are less likely than ever to want to work in an office. What does that mean for your call center?
What is a Virtual Call Center?
A virtual call center is a call center where agents are geographically spread out rather than being situated at workstations in a single building.
Virtual call center software makes all this possible. It’s equipped with all kinds of features to simplify the process of managing a virtual call center. It’s served via The Cloud, and accessed by paying a supplier like RingCentral or 8x8 a monthly fee to use their particular brand of software-as-a-service (SaaS).
Virtual call centers are most commonly used to offer customer and technical support. You can also handle event sign-ups, sales, and other situations where you need to man phone lines.
Benefits of Virtual Call Center Software
To learn about the benefits of call center software more broadly, head here.
It’s not just possible to run a call center remotely; you might find it’s preferable. Here’s why:
Get Up and Running QuicklySmall call centers lose thousands of dollars for every hour they’re down. Even a short delay to get yours up and running could make a big dent in your bottom line.
With virtual call center software, there’s no waiting around. You can deploy it on most computers in a few minutes. Contrast that with hardware in traditional call centers – servers, desktops, fixed-line phones and the like – which can take weeks to install and needs replacing after 5-10 years.
Virtual Call Centers are Cost-Effective
Who really wants to be saddled down with the overheads of office rental?
If you lack the liquidity (and the inclination) to lease expensive call center premises, virtual call center software is for you. You can use it anywhere, at any time, on pretty much any Internet-enabled desktop or mobile device.
Happier Employees Have Lower Turnover…
You might think the absence of a ‘water cooler culture’ in a virtual call center would make it difficult to attract and retain engaged employees. But a survey of 2,000 teleworkers found that working from home significantly increased their job satisfaction.
While that might have something to do with the fact that millennials value flexible working arrangements more than their parents, there’s another explanation. The same VoIP technology that powers your call center also makes it possible to talk to colleagues on the other side of the world as easily as if you were both in the same room. Thanks to apps like Skype and Slack, remote working has never been more convenient.
Really then, it’s not so surprising that virtual call center agents sound so chipper over the phone. And in business terms, happier workers are likely to stay with you for longer and reduce the amount you spend on hiring.
...and Higher Productivity
Allowing your call center employees to work remotely can help them perform better in their jobs. The year toy company My Twinn moved to a virtual call center model, their remote agents turned 30% more inquiry calls into sales.
Plus, swapping the noise of an open office for the quietude of remote working can help your customer care agents focus on doing what they do best. Don’t be surprised if you see a spike in customer satisfaction scores after they make the switch.
Hire the World’s Top Talent
From Antarctica to Zanzibar, who knows where your next star salesperson might come from.
With virtual call center software, your search for the world’s best employees isn’t limited to one location. Decentralizing your call center means you can hire from anywhere – the world is your recruitment pool.
That said, you might still benefit from hiring employees located in specific time zones; in which case, you can! Now you can respond to your customers 24/7.
Scale Your Solution Anytime
It’s a whole lot easier to upgrade a piece of software than a hard-wired telephone line.
Under the SaaS model, you can easily scale your virtual call center software’s capabilities as your business grows. Adding more users, for example, is as simple as calling your supplier to upgrade your subscription.
Plus, you get all the benefits of a subscription service – like free improvements to software stability, security and features – without the responsibilities of ownership.
Key Features of Virtual Call Center Software
Virtual call center software carries the same features as regular call center software. We’ve covered those features elsewhere, but here’s a summary of some important ones:
- Interactive Voice Response (IVR) - A feature that lets you set up automated menus to direct calls to specific people or departments
- Virtual Queuing - Gives callers the option to leave a number and receive a callback when an agent is available
- Management Tools - Supervisors are given access to monitor and control team activities (making it easier to manage remote workers)
- CRM Integration - Connect call software to existing CRM solutions to automatically log data on each call that comes through
- Call Recording - Record calls for training and quality control purposes Call Reporting - Capture data on call volume trends to inform your resourcing strategy
Virtual call center software doesn’t just connect you and your customers in other countries. Used properly, it’ll reduce your operating costs, increase profits, and help you appeal to the wants of a shifting workforce.
And, even if you don’t think a virtual call center quite makes sense for your business, there are plenty of other reasons to consider call center software.
For help understanding call center software pricing, head on over to our free call center software quotes service.