Customer communication is a key conversion factor for any business. Right from the ancient ages, when phones were invented, to the present era, telephone interaction remains the best way to communicate with each other. Call Centers are one such savior for businesses and their customers as they connect them with their needs.
In the current internet period, Virtual Call Centers are an easy way to interact with customers and vice versa. A report states that the Virtual Call Center market is expected to grow to a total value of $82.43 billion in 2030. These centers are more advanced than traditional call centers and come with a dozen of benefits.
What is a Virtual Call Center Software?
A Virtual Call Center is a cloud-based software business communication platform that operates through Voice Over Internet Protocol (VoIP) technology, which facilitates and optimizes inbound and outbound voice communication services between customers and agents. They are entirely different from traditional call centers as they eliminate the need for expensive and bulky on-premise equipment such as landlines, cables, and copper wires. This offers greater mobility and flexibility by also keeping the operating costs lower.
Additionally, most virtual call center software also includes digital communication channels such as webchats, social media, emails, messaging, and video calling facilities, in addition to VoIP calling services. It comes as a unified communication channel with real-time syncing, combining
Voice and digital channels are together where modifications or anything can be done with one click in a single dashboard.
Few of the advanced virtual call center software come with Unified Communication as a Service (UCaaS) features such as team messaging, CRM, business tools collaboration, file sharing, video and audio conferencing, etc. These platforms rely on AI-powered automation, IVR, etc, to optimize the workflow of the businesses.
As they operate through the Internet, businesses can allow agents to work from remote rather than on-site locations while remaining connected together and performing their tasks with increased productivity.
How does a Virtual Call Center work?
A Virtual Call Center functions through VoIP technology to make and receive customer calls over a stable internet connection rather than the wired Public Switched Telephone Networks (PSTN). When an agent makes a call to the customer, VoIP phone systems break up the agent’s voice audio speech into multiple tiny digital packets. These digital packets then travel to their destinations- the customer’s end. The digital packets reassemble and reorder themselves, which offers HD voice audio quality to the customer side.
In contrast, traditional landline phones will require a physical connection to the PSTN that deals with wires and cables to manage the calls. Hence, traditional telephones can only be accessed within the building where they are installed. Agents are tied to their desks the entire day and unable to connect with customers once they are out of the building.
Difference between a Virtual Call Center and a Traditional Call Center
Let us discuss the primary differences between a Virtual Call Center and a Traditional Call Center.
| Factors for Comparison | Virtual Call Center | Traditional Call Center |
| Working | Work through an Internet-powered VoIP technology | Works through wired PSTN |
| Device Compatability | IP Phones, Desk Phones, Smart Phones, Laptops, Desktops, Tablets | Traditional Analog Phones only |
| Flexibility & Mobility | They have scalable monthly pricing plans, and agents can access the system from anywhere. | Adding additional phone lines is expensive and requires a lengthy installation process. |
| Maintenance | A Cloud Call Center Provider is responsible for maintenance and upgrades. | The business should have an IT team to maintain the maintenance process. |
| Available Communication Channels | VoIP calls, messages, emails, web chats, social media, video & audio conferencing, SMS/MMS, etc. | Voice calling only |
| Operating hours | Flexible, 24/7 operations | Fixed Operating hours |
| Costs | Lower setup and operational costs | Highly expensive setup and maintenance costs |
| Location | Applicable for operation anywhere across the globe | Fixed physical location for the operation |
Features of the Best Virtual Call Center Software
- Omnichannel Communication
Virtual Call Center supports different channels such as voice calls, live chats, emails, social media channels, and CRM, enabling customers to speak to businesses based on their convenience. Added, conversation and context gathered across all the channels are displayed in a single unified dashboard to help agents resolve customer issues efficiently and deliver high-end customer support.
- Interactive Voice Response
Automated IVR solutions are responsible for routing customer calls to the respective agents. Initially, the virtual call center software systems will provide self-serving options and resolve the query quickly. Apart from IVR, these software solutions also offer Automated Call Distribution (ACD) and skill-based routing features to improve the efficiency of routing mechanisms.
- Virtual Assistants and Conversational bots
AI-driven chatbots or virtual agents handle customer queries and free human agents from simple tasks. In that case, they can focus on complex and challenging tasks to improve customer response times. After sufficiently training the AI models, you can divert complex issues to the chatbots, and AI will be handling customers toward resolution in a natural and conversational tone.
- Call Management
Virtual Call Center software for small businesses can enjoy end-to-end call management facilities. It includes features such as call recording, call whispering, call barging, call forwarding, call queuing, call masking, call blocking, call conferencing, call monitoring, etc. These features enable businesses to manage the customer call workflow smoothly.
- Real-time Analytics and Reporting
As the virtual call center specializes in offering a unified communication platform, you can access the informative dashboard, which displays live metrics and the detailed performance of agents & call outcomes. The real-time metrics include call volume, average waiting time, average queue time, average answering speed, etc. At the same time, the reporting for agents consists of the number of answered calls, number of missed calls, number of dialed calls, average time for all the calls, etc.
Benefits of Virtual Call Center Software
- No geographical limitations
A virtual call center allows you to hire agents from anywhere around the globe. Hence, you can hire agents from different time zones, enabling excellent customer service. Also, you can extend your business working hours and operate 24/7 in all locations. Apart from this, agents can work from the comfort of home or office to support the customers.
- Lower upfront costs
Secondly, they offer reduced costs, including maintenance, upgrades, and installation. In traditional call centers, you should also hire a separate IT team to take care of this, while virtual call centers free businesses from this constraint. Furthermore, as the traditional ones depend on physical location, you must arrange desks, chairs, and other amenities. These ones are eliminated in the case of virtual call center services.
- Improved Customer Experience
As these call centers offer 24/7 support, customers can resolve their queries quickly, irrespective of the time zones. Additionally, they also use top-notch technologies such as chatbots, AI-enabled auto attendants, and automated speech systems to deliver effective customer service. Also, agents will have a detailed report of the customers based on their past interactions and can provide a fruitful service if they approach again.
- Increased Efficiency
Virtual Call Centers also increase efficiency by providing reduced call waiting and handling times. Agents can quickly go through the customer data as they are cloud-based storage and provide faster responses. Since it uses features such as advanced call routing, the calls are redirected to the agents without any delay.
How to choose a Virtual Call Center Software that meets business needs?
- Understand your business needs
Right off the bat, jot down the needs of your business and check how a virtual call center software can satisfy them. You can look for a flexible solution that meets your needs and provides a cutting-edge service.
- Check for the ease
Secondly, check for the ease of setup. Few virtual call center setups are self-servicing, while few require a more technical setup process. Also, know how flexible it is to onboard your agents to the application.
- Consider your ROI and cost savings
Ensure the software provides you with high ROI compared to traditional solutions. Check how your sales team can deal with different customers and close the deals instantly.
- Look for 24/7 support
What happens if your team has questions after your business hours? How can you provide answers to them? You can examine the support system from the provider and know if it is beneficial.
- Check for the training
There are few solution providers who offer training to businesses and their agents. Check if any live webinars are available or any other learning resources from the virtual call center software provider. In particular, you can look for admin guides, supervisor manuals, troubleshooting documents, etc.
- Understand the features and integrations
Not to forget, learn about the features included in the software along with the integration capabilities. They are the ones that can turn your business into highly beneficial.
Conclusion
Modern businesses that are struggling to handle call and communication operations can migrate to virtual call center software services that can be a game-changer for them. It comes with plenty of advantages and is a must-need in this internet era. Make sure you get one for your business!