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.
When your business is still in its growth stages, every cent matters and excess expenses are not recommended. By turning to call center services outsourcing, it is possible to maintain expertly-run customer support services.
What’s more, businesses can comfortably procure call Center services outsourcing at a percentage of what they could have paid had they installed or implemented in-house call center services.
The good news for startups and young businesses is that the options regarding call center outsourcing are looking great. To shed more light on this issue, below are some well-explained benefits of why call center outsourcing is advisable for new businesses.
No Need for Additional Office Space
Office space can cost a pretty penny, especially if you are based in major cities where rent is astronomical. By outsourcing this service, you will remove the need for extra space because outsourced call services staff are usually off-site.
In contrast, establishing an entire call center will need acres of space for both the in-house staff and hardware. This will save the business substantial amounts of money while ensuring that they have access to world-class services.
Outsourced Call Centers Can Comfortably Deal with Overwhelming Inquiries from Clients
Sometimes there can be an overflow of customer queries to an extent that the business in-house call center staff is overwhelmed. This will lead to customer dissatisfaction and consequently translate to the loss of not only clients but also profits.
Through outsourcing the company’s customer service, you can rest assured that every client will receive expert customer support from seasoned professionals.
Business Will Have Access to Emergency Support
If you run an in-house call center for customer support, inevitably, disruptions such as power outages, ill weather, and natural disasters might at some point affect your operations and ultimately the ability to effectively serve clients.
By embracing outsourced call centers, you can be assured that matters are in capable hands. These service providers usually provide disaster recovery services so that even if your entire operations are down, they can take charge and deal with your clients.
Besides, outsourced call centers provide businesses with after-hours support services. This means that regardless of the time, your customers will always have someone to assist them.
Enhanced Quality of Services
Call centers go to great lengths to retain the services of a proficient, efficient, and technically-gifted workforce. This means that any business that outsources its call services to them will get services that are tested and proven to be top-notch.
Because calls are received immediately the clients call (the call waiting time is significantly less than using in-house staff), this will enhance the quality of customer service.
Finally, most business owners will agree that the pros of outsourcing call center services greatly outweigh relying on in-house call center employees. In today’s cut-throat business world, new businesses should take any opportunity to stay afloat and ensure that their growth trajectory is favorable.
The myriad of benefits to businesses-especially new businesses- that come with outsourcing call services is significant. Extra benefits include access to lead generation services and up-to-date sales techniques that will do wonders for businesses. By taking this road, businesses that are just starting, plus established ones, will see the positive effect that it brings to the company.