Virtual Call Center has revolutionized the call center industry. It is a way to handle inbound calls, outbound calls, customer service support, and sales support by using call center software.
Good customer service is crucial in business. Providing good service is the key to developing customer loyalty, satisfaction, and ultimately sales.
For instance, about 90% of Americans consider good customer service as a deciding factor in order to do business with an organization. According to Salesforce Research, 89% of consumers are more likely to make another purchase following a good customer interaction.
On the other hand, a bad customer service experience can make people switch to competitors and decrease sales. Glance reports that a poor customer experience has caused 78% of customers to back out of a purchase.
Therefore, this goes on to show how important it is to provide good customer service.
What Is a Virtual Call Center Software?
Call centers are all about speaking with customers over the phone. Small Businesses can’t always afford a brick-and-mortar location to house call center employees. In this situation, virtual call center software can help you add a virtual call center to your business.
With virtual call center software, you do not have to invest in call center equipment or hire agents. The telephone system is hosted by a third party. It scales to meet your needs as they grow with you, but you only pay for what you use at a flat monthly rate. You can set up an account in just a few minutes, and the equipment is very easy to use
Types of Virtual Call Center Software:
Software for virtual call centers is offered in two major types. These are cloud-based and on-premises software.
- On-premises software is designed for businesses that want to host the call center on their own equipment. Initially, this offers a lower cost, but it can be more difficult to maintain and troubleshoot because you’re responsible for all the hardware and maintenance.
- Cloud-based services are much easier to manage because they work on a virtual platform, though they typically cost more.
Selecting the right Virtual Call Center Software:
Choosing the right software for virtual call center services can be a challenge because many of these programs are well-designed and offer similar features. The following factors should be considered when selecting your tool to meet your specific needs:
1. Implementation strategy – How well does the tool fit within your existing business processes and workflows?
2. User management – How easy is it to manage user profiles and access rights? Can you create custom profiles for different roles, such as a manager or a support representative?
3. Workflow automation – Does the service provide tools to automate business processes? For example, can you set up different workflows for customer service and billing?
4. Collaboration options – What options are available to enable collaboration between agents, supervisors, and customers?
5. Reporting and analytics -Does the tool provide reporting and analytics so you can track agent performance and handle capacity planning effectively? Can you drill down into specific process areas, such as abandoned calls.
A recent UBM Tech survey reports that companies which use some form of analytics are five times more likely to have seen an improvement in their business within the past 12 months.
6. Support options – Can you get help with implementation, training, and ongoing product support if needed?
7. Cost model – How much does it cost to use the service and how often and customers?
8. Technology platform – Does the service use a specific technology platform that may be difficult to integrate with your existing solution? For example, does it support popular hardware devices, messaging apps, and other types of business applications you’re using in your company?
9. Customer feedback – How do actual customers rate the service?
10. Security and compliance – Does the tool comply with industry regulations such as HIPAA compliance and PCI-DSS security standards to protect your customer data and business information How does it handle things like encryption, backups, and other necessary security features?
These are just a few considerations when selecting virtual call center software. After finding the right service for your needs, be sure to do your due diligence before signing on any dotted lines. Ask other customers about their experience, read the service’s terms of service, and ask for references before committing to a long-term contract.
After you’ve selected the right virtual call center service, it’s time to start using your new tool. The next section discusses how to get started and set up your service.
Setting up your virtual call center:
In this section, we will discuss the aspects of setting up your virtual call center software so you can be productive as quickly as possible.
When you sign up for your new service, you will be provided with the necessary login credentials to access your account and get started.
After logging in to your account, you may need to create user accounts for different employees who will log into the system or assign roles to these users depending on their job responsibilities. You can create accounts for agents, supervisors, managers, and executive team members.
The service may also provide you with a step-by-step user manual to walk you through the process of creating these profiles.
After all necessary user profiles have been created in your system, it’s time to start setting up your virtual phone system so calls can be routed to the right agents. You can do this by creating a new phone list and assigning different user profiles and their start and end times so they only receive calls during these specific time periods.
You may also need to create queues for your callers depending on your business requirements. A typical queue will hold multiple incoming calls that are routed to available agents. Depending on the virtual call center software, you may be able to customize your queues. For example, you can route calls to various agents depending on their availability or priority level.
You should also consider adding rules to your queue that will influence how the system routes incoming calls. For example, you may want outbound calls placed using a specific carrier to be routed to a specific agent.
You should also add custom profiles such as time-of-day call routing and chat scripts when necessary.
Finally, your virtual call center service should be ready to use so you can start managing all incoming communications—whether it’s an inbound call, email, or chat interaction. You may want to add custom greetings and hold music when necessary depending on the features offered by the tool. For example, some solutions are capable of automatically playing hold music for your callers while they wait to speak with an agent so they will never hear an empty line.
Features to consider in a virtual call center:
Automated Interactive Voice Response (IVR):
An automated interactive voice response (IVR) system can be used to greet callers by name, answer calls with prerecorded messages, transfer callers to the appropriate agent, and send email notifications when voicemails are left.
Some IVR systems can be programmed to hold calls in a queue until an available agent becomes available while others route the call to another queue or perhaps a supervisor.
Predictive dialing offers a number of benefits that include increased productivity by minimizing the time spent on calls from sending outbound calls directly to an agent. It is capable of simultaneously calling multiple agents and transferring callers after a specified period of time elapses to save even more time.
Some predictive dialing solutions also offer real-time reporting that can be used to track inbound and outbound calls, abandoned calls, the average handle time (AHT) for each agent, and more. These solutions can also be customized to automatically generate performance reports on a daily, weekly, monthly, or quarterly basis.
Omnichannel support means that the system supports all different communications channels, including emails, chats, phone calls, and text messages.
Calls are routed within a call center are obviously of vital importance. The choice of method used will usually depend on the number and type of agents, what kind of queues they have been arranged into, how the telephone system is set up, and whether any telephone features such as call transfer or conferencing need to be included.
These allow you to create user accounts, assign specific agents to queues, and set rules for different types of interactions so the system can automatically route calls or chats depending on your business needs.
- Queues with call rules:
An example of this is where the system will ring an agent if they are free, then if that fails for any reason, it will ask the caller to be queued and give a number for them to call back. The agent would have their phone set to forward calls with unique digits at this point so they can intercept these calls even if they are currently busy on another call.
- Queues with no rules:
In this case, all calls to the queue would ring until an agent is free to take the call. If there are no agents available, the caller would be asked to leave a message on a recorded line and it would be told to them when an agent was free to return their call. This method is probably not popular as many people will hang up if they have been kept waiting too long without knowing how long they may have to wait.
One of the most important aspects of any call center is the ability to manage interactions between agents and customers. Scripting provides detailed guidelines that agents can follow when speaking with customers, making it easier for both parties to get what they need without wasting time or money on an unproductive call.
Integrating your contact center solution with a CRM platform can offer a number of benefits. Not only will it allow both systems to share data seamlessly without double entry, but intelligent call routing can take advantage of this integration by automatically routing calls or chats to the agent who is best equipped to handle the request. In addition, agents can also use CRM data to provide more relevant answers because they can pull up customer information before answering.
Cloud-based solutions are an increasingly popular choice for many types of businesses, taking advantage of the fact that they can be accessed from anywhere. This means agents who are out of the office or even on another continent don’t have to worry about being tied to their desks while still having everything they need at their fingertips.
3 Best virtual call center software:
Five 9 is the perfect mix of inbound and outbound call distribution, predictive dialer technology, and interactive voice response that will transform your contact center into a powerhouse for high-quality customer service. Begin by eliminating the pain of manually handling calls using this effective call routing software.
Combining this with cutting-edge recording services will give you total control over every aspect of your customer experience. From intelligent analytics to outbound dialing via IVR or Interactive Voice Response systems let Five 9 put your best foot forward at an affordable price!
- CRM Integration.
- Intelligent routing.
- Omichannel support with social media, voice calls, live chat.
- Screen popups with real time data and customer profiles.
- Cloud API.
- Predictive dialler.
- Text-to-speech and speech recognition.
- Call and chat scripting.
- Smart analytics.
RingCentral is a well-known name in the telephony and cloud-based communication industries, particularly when it comes to the virtualization of office operations.
This software can be a lifesaver for any company, large or small. The system helps you manage outbound campaigns and customer interactions efficiently so that your business is equipped to handle the upsurge.
Catch more deals with its omnichannel routing, chat, and co-browse features, and its smart ACD which intelligently handles phone calls better than ever before! No matter what industry you’re in, their call center solution will help increase your sales by successfully diverting calls to the right person on your team.
RingCentral gives permission-based access to customer data while using encryption for sensitive information. It also includes 40+ features that allow you to easily provide your clients with an impressive omnichannel experience while ensuring 99% uptime at all times.
It offers three plans:
- Basic: The basic plan is good enough for small businesses. It comes with great Inbound voice support and standard IVR and ACD capabilities.
- Advanced: The advanced plan offersOmnichannel support with advanced IVR and ACD capabilities.
- Ultimate: The ultimate plan is good for inbound and outbound calling. Some additional features included unlimited users, automatic call recording and online faxing.
- Text and speech analytics.
- Pre-built reports.
- Supervisor tools.
- Screen recording.
- Video conferencing
- Omnichannel routing and Analytics.
- Silent monitoring.
- Performance management.
- PBX integration.
8×8 Express is affordable at $12/ month. Plan features unlimited calling in the US and Canada. Video, voice, and messaging are all under one app. Auto-attendant, voice mail, smart call routing, music on hold, and browser-based video conferencing. Free trial for 30 days (first month).
X2 plan priced billed at $24/ month. With this plan, you can make unlimited voice and data calls to 14 countries, integrate your small business with the internet fax feature, and hold video and audio conferences via the app.
X4 plan is priced at $44/ month. Plan features unlimited voice calling to 48 countries, call quality reporting, and in-depth supervisor analytics.
- High-definition audio and video conferencing.
- Omnichannel routing for email inbound chat, and social channels.
- Queued callback.
- Web callback.
- Records chats, audio and video so that it can be retrieved and viewed later.
- Third party integration such as (Salesforce, Google Workspace Slack Zendesk, Microsoft Teams).
- Real-time analytics and reports.
- Simple and easy to use interface.