Why is It Worth Investing in Virtual Call Center Solutions?
Did your sales reps or team of agents spread out globally, and do they need to connect regularly with clients, employees, or prospects? If so, Virtual Call Center Solutions can effectively manage your business needs, boost service levels and train new hires. It also means that your employees are not restricted to a centralised office location or time zone like in a traditional call centre environment. They can manage inbound and outbound calls and other requests from any location on demand without any hassle. Do you want to know how? Keep reading the blog to explore more about these solutions.
What are Virtual Call Center Solutions?
As their name implies, remote or virtual software allows you to control customer service operations remotely. Virtual call centres contain customer service and sales agents that work from different locations. The need for virtual solutions increases when your customer service demands increase or your business grows. Due to these innovative, resilient and scalable solutions, many enterprises are switching from traditional on-site software to ensure their call centre operations can continue seamlessly allowing agents to work in a hybrid or remote work environment. Thus, if you are considering expanding your business, transitioning from physical software to a virtual solution is smart.
Which Functions and Tasks Does the Virtual Call Center Manage?
- Customer Service: The main role of every call centre is to assist, address and resolve customer concerns. Remote teams can efficiently manage all these tasks through cloud or virtual solutions.
- Order Processing & Placement: Virtual service providers assist customers from order placement to final delivery. They offer guidance in any step the customer finds challenging during the buying process.
- Technical Service: Remote agents can also resolve technical service issues. They can help customers with service renewal, upgrades, product use or returning the system to normal.
- Sales & Upselling: These remote services are also involved in sales activities. Sales and marketing teams make outbound calls to prospects and regular customers to address issues and promote product features.
- Appointments & Reminders: Many service-oriented businesses like hospitals and restaurants need appointments. Call centre agents can use virtual solutions to send reminders and update schedules to reduce the likelihood of no-shows.
- Market Research & Surveys: Collecting customer feedback is important for many companies to improve the quality of service or know about market trends and customer preferences. They can hire call centre services to streamline the process.
Comparing Virtual & Traditional Call Center System
Call centres are the heart of customer service operations. As a business evolves, its customer service needs also grow with it. Traditional and virtual call centre software have distinct advantages depending on your business requirements.
1. Traditional Call Center Software
They typically function in physical locations that only facilitate on-site agents. This setup lets companies supervise their customer service operations and promote collaboration closely. Meanwhile, the system also gives them more control over their business operations. However, you may have to invest significant costs to maintain physical space and equipment. Additionally, they limit the talent pool to local agents.
2. Virtual Call Centre Systems
Cloud technology has transformed the way businesses manage their routine operations. Virtual or cloud solutions allow your teams to work from anywhere regardless of their physical location and manage customer interactions efficiently. They are highly flexible, cost-efficient and scalable solutions that facilitate companies to scale up or down considering demands. However, supervising, communicating and maintaining dispersed teams can be challenging for companies.
How to Pick the Best Call Center System?
Before investing in any virtual system, you should consider the following points to choose the best system and value your business.
- Quick Setup: Always choose the system that saves time and reduces your burden. The onsite call centre system needs hardware, physical workstations and wiring. Meanwhile, installing virtual software is less complex than an onsite system as you can complete the installation within a few minutes and it becomes functional immediately.
- Greater Flexibility: You may have to expand or contract your workforce with fluctuating business demands. It can overburden you financially. Cloud solutions offer easy scalability and you can add or remove agents quickly.
- Easy to Use: The traditional call centre software needs to be designed to meet customer needs. Meanwhile, virtual solutions contain intuitive and unified interfaces that enable teams to work cohesively.
- Contains A Complete Package: Virtual systems are easy to use and install but it does not mean they offer limited features. Being a cloud-based platform, the software provides a standard setup including click-to-call, interactive voice response and voicemail greetings.
- Countless Integrations: Cloud or virtual call centre software offers a host of integrations with other apps and tools. These integrations make the delivery of routine tasks easier.
- Security: Cloud software stores your data on a server providing excellent disaster recovery protection. The service provider ensures the security of all sensitive business data while only authorised people can access the data.
Top Advantages of Going Virtual for Businesses
1. No Geographical Limitations
Companies can hire agents globally to provide top-notch customer service experience. You can employ the best and most professional staff to manage your business operations. Meanwhile, companies can also keep their business open around the clock even after local closing hours for a more satisfactory customer experience.
2. Reduce Upfront Costs
Cloud or virtual call centres are relatively inexpensive solutions than traditional setups. Buying and managing local servers or investing in PBX and phone terminals are the initial expenses. You can save these expenses through cloud solutions.
3. Mobility & Lower Turnover
Cloud systems facilitate remote working so when your teams can work from home, they don’t need to travel. This saves their time and lowers stress and turnover rate. Invest in cloud solutions to make your staff stress-free and more efficient.
4. Eco-Friendly Option
Having a virtual solution is the smartest and most eco-friendly option for companies. Avoiding daily commutes, hardware, and physical offices reduces carbon footprint. The availability of the cloud eliminates the need for paper products and hardware that is beneficial for your business and planet.
Closing Thoughts
Finally, digital customer expectations are constantly evolving today. Companies are facing the challenges of handling high call volume while maintaining quality. Virtual Call Center Solutions are an effective way to transform customer service and increase efficiency. Contact CherryBerry UCM to choose the best software and drive your business forward on a competitive curve.
