Call centers compete for top agents and clients while also seeking to provide the very best customer experience. Virtual Call Center Solutions can help.
Call centers face many challenges. Agent attrition, tight budgets, and competition for market share are just the first few that come to mind. Yet, there are many ways virtual call center solutions can help keep your organization at the front of the pack.
Cloud-based contact center infrastructure is becoming increasingly common. Between 2016 and 2017, the number of seats “grew by a very strong 20.9%.” Further, this trend was “expected to continue for the next five years.” This trend reflects companies of all sizes embracing virtual call center solutions, which are today offering “increased reliability, flexibility, scalability and security.”
But what is driving this widespread embrace of cloud-based call center technology? In a general sense, businesses are adopting the new infrastructure to keep up with an ever-evolving industry. Yet, specifically, these forward-thinking call center managers are appreciating the several competitive differentiators virtual call center solutions offer. Let’s discuss four in more detail.
Competitive Advantage with Virtual Call Centers
1 Workforce Optimization Tools.
The top agents want to work when and where it is convenient for them. With virtual infrastructure, your contact center can have onsite staff as well as employees in different geographical areas — with virtual desktop capabilities, all your team members need is an Internet connection and a VoIP-enabled phone.
In addition to the ability to boost mobility, virtual call center software enables:
- Prioritizing calls
- Monitoring agents in real-time
- Call routing by time of day or IVR menu selection
- Queue callback.
Additionally, by deploying Jamisi Communications analyst-recognized contact center services with, your business can experience an average savings of 5-10% of your staffing hours.
More than 60% of call centers employ at-home agents — Customer Contact Strategies
2 Analytic Capabilities.
Dimension Data in 2015 suggested that analytics is the future of call centers, yet found that 40% of them have no analytics tools. The issues abound. For many call centers, disjointed data is often distributed across the enterprise. The addition of digital and social channels has only made the lack of integration more apparent.
With cloud technology today, the contact center can consolidate information from social media, calls, web chats, etc. in a single customer history, which is easily available to center agents to provide the best, personalized customer experience.
At the same time, virtual call centers are evolving, and it isn’t difficult to imagine a time when they will offer speech pattern analytics to help analyze customer emotional state and provide better support or reduce churn rates.
The Global CRM analytics market, which includes contact center analytics, is expected to grow from $4.18 billion in 2014 to 47.65 billion by 2019.
3 Outbound Enablement.
Proactive customer care and outbound capabilities are essential to meeting the customers’ needs at all steps of their journey. Among the many features offered with the virtual call center solution, many are well-suited to reaching out to customers for greater success. These functionalities include:
- Auto-dialing to expedite customer contact
- Post-call surveys to gauge customer experience
- Caller tracking to accurately measure ROI.
4 Business Continuity.
With virtual call center software, your organization gains a reliable data center with extensive backup management. Your solution provider will be responsible for securing, upgrading, and maintaining your sophisticated network.
At the same time, should something disastrous happen at your particular place of business (or even a simple outage), you can continue with business as usual. Virtual call center technology ensures that your communications are available regardless of onsite conditions and that key data and services are easily regained via multiple points of entry to the cloud. Queued calls can be sent to alternative locations, queues, or agents until you’re back up and running onsite.
It’s difficult to improve — let alone take the lead in a competitive market— without the full technological advantages offered by virtual call center solutions. Partner with Evolve IP today to foster better agent-customer relationships and drive greater profits and revenues.