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.
Today, organizations of all sizes are adopting cloud-based PBX systems. In fact, Research predicts the number of seats for hosted business VoIP and unified communications services is on track to more than double between 2012 and 2016. There are many benefits to a hosted system over a premise-based system, and companies are more educated on these features than they were when the technology first started to reach wide-acceptance.
However, there are still some common misconceptions that we service providers encounter when speaking with prospective customers.
As part of our ongoing educational efforts, we have rounded up explanations of five of the misconceptions we most commonly encounter:
1. You don’t have as much control over your PBX when it is hosted as you do when it is on premise.
It’s understandable that many people have the misconception that you lose administrative control of your PBX when it is not physically hosted in your own building. However, the reality is with an enterprise-grade PBX that is delivered from the cloud, you have remarkable control and greater flexibility. For example, if you want to make changes such as re-setting a voicemail password, or turning on your holiday schedule, you can do it with the click of a mouse.With a cloud-based IP phone system, customers enjoy unmatched control and point-and-click configuration over all services. Through the exclusive, award-winning web-based OSSmosis Portal, Evolve IP’s customers can control telephony features, moves/adds/ changes, conferencing, security, and email, plus they can get insight into network status, performance updates, and account/billing detail.
2. Sound quality is poor on hosted phone systems.
This is completely untrue. When properly architected, hosted voice for business on an enterprise-grade platform – such as the Broadsoft platform – has incredible quality. In fact, Evolve IP guarantees its SLAs. Through constant monitoring customers’ Mean Opinion Scores (MOS), Evolve IP is able to correct any potential issues before quality could ever be compromised. A decade ago poorly executed consumer-grade VoIP likely started this misconception.
3. Cloud is just a fad.That couldn’t be further from the truth.
In fact, according to a recent study, the desire to share content and to access it on multiple devices will motivate consumers to start storing a third of their digital content in the cloud by 2016. In a recent Microsoft surveys of businesses, 30 percent are already using paid cloud services and another 48 percent plans to move to the cloud model within the next 2-3 years.Although the term cloud is relatively new, the technology has been around and constantly advancing for many years, and more businesses adopt it each day.
4. Moving to the cloud means IT staff loses job security.
One fear that IT Directors have when moving to the cloud is that it will jeopardize their job security. In reality all companies will need professionals that understand evolving cloud and IaaS technologies. The best part of the equation is that the menial tasks that tie up too much of your time are eliminated and will allow you to engage in more strategic projects that provide opportunities to improve the business.
5. The cloud only benefits small businesses, not Enterprises.
Because of the per-user monthly fee and absence of expensive upfront equipment cost, cloud solutions have mistakenly been thought of as intended only for small business. It’s true that small businesses tend to adopt new technologies before Enterprises. But, cloud adoption is expanding rapidly across the Enterprise landscape, as Enterprises have begun to understand that the benefits are the same for organizations of all sizes