Today technology is developing by leaps and bounds, offering more and more business opportunities. Still, statistics show that more than 70% of sales are made over the phone. This means that the telephony system in a company that wants to develop successfully must meet today’s technical level. Full-fledged call centers in a number of cases can successfully operate on virtual contact center software that does not require the purchase of special server equipment.
What is a virtual contact center
Virtual call centers use VoIP and cloud-based contact center software. This allows company employees to make and receive calls wherever they are located. As long as there is a stable Internet connection, employees remain part of the virtual contact center remotely. What’s more, such contact centers use advanced technology – voice assistants – that can reduce the burden on operators for simple and frequently asked questions, leaving employees to handle more complex tasks that require creativity and empathy.
A virtual contact center software solution can be successfully used by both small and medium-sized businesses. It can be very useful for enterprizes as well, due to a wide range of capabilities:
- connection of multichannel phone lines, so that each caller can get an answer to their question 24 hours a day;
- connection of virtual phone numbers for employees, so the system can transfer a caller to a necessary specialist;
- call recording for further listening and analysis;
- auto-dialing campaigns;
- call forwarding;
- conference calls, etc.
Virtual call centers work via the VoIP lines, so the number of lines for outgoing calls is not limited. Such a system may be controlled using an intuitive program interface. In addition, it is not required to change phone numbers when relocating the office – all call center settings are retained when relocating the office. With the help of such systems, it is possible to obtain advanced statistical data for marketing strategy analysis, to control the workload of employees.
Who can benefit from a virtual contact center solution
- Telephone sales. Virtual call centers are ideal for “cold” or “warm” calls.
- Hotlines. Receive customer calls to a multichannel phone number and distribute them according to predefined algorithms.
- Marketing research and surveys. Maintain feedback from your customers and incorporate their opinions.
- Informing customers. Keep customers informed of important events. The efficiency of notifications can be increased by combining the call center and automated calling functions.
- The functionality of modern IP telephony allows you to organize a full-fledged call center without specialized equipment. Employees do not need to be in the same room – they can work remotely from anywhere with Internet access.
Main benefits of the virtual contact center
The advantages of the virtual service of calling and communicating with customers, compared to organizing your own call center and hiring staff include:
- Higher cost savings. The introduction of a virtual call center is a very profitable activity from an economic point of view. It does not require the purchase of new equipment, office reconstruction or other large investments. It is enough to update the configuration of existing technical equipment and install special call center software. If you need to expand the scale of the center, you will only need to make changes to the program, and you do not need to pay for additional licenses. Prices for implementation depend on the amount of functionality and are determined in each case individually. The main thing to keep in mind when integrating is the availability of high-speed Internet, which can provide trouble-free operation of the call center, all of whose activities take place in the cloud. Such virtual systems can work in companies engaged in business in any direction.
- Connection of specialists on outsourcing. The customer can choose depending on current tasks only robot services (eg, reminders of upcoming events, promotions and discounts, debts), the work of call center operators on outsourcing (handling incoming calls, outgoing calls, etc.) or a mixed version.
- Extended real-time administration. Possibility to connect or disconnect services online, manage call center teams, check main KPIs, etc.
- Full statistics on the project. Detailed statistics on incoming and outgoing calls, call duration, conversion, and other data necessary for marketing research are available to you at any time.
- Improved customer experience. With a multichannel widget (online consultant), your site visitor can clarify on the fly a question that appeared when reading the site. In addition, the visitor to your site chooses a convenient type of communication – text or voice. The visitor can also close the browser and continue to correspond with the company in messengers or social networks. Due to the fact that voice assistants can answer a large number of calls per minute, the customer support service does not have a queue on the phone. Also, voice assistants are able to call any customer base and record their answers, avoiding human factors such as inattention or fatigue. So by investing in voice robots, you can handle far more calls, thereby increasing customer satisfaction with service. And that, in turn, leads to increased brand loyalty.
- Flexibility and scalability. Scaling virtual contact centers is easy, because all you need is to connect new employees via the Internet. That is, if your staff expands, you do not need to buy additional equipment if everyone has the Internet and a microphone (headphones/phone/computer).
The contact center contains a single feed of requests from all channels: calls, web chat, messengers and social networks. There you will also find the history of communication with customers on all channels, detailed statistics and tools for working with customer requests.
With VoIPTime Contact Center you can use all communication channels and get additional customer calls. For example, adding online text communication channels to telephony, depending on the industry, can yield an additional 80% of sales.