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Problems With Virtual Call Center Software


Virtual call center software is one of the best tools a business can use to make their phone system or call center more efficient.  This platform comes with a number of must-have features, which allow you to better manage and customize your call center operations.

But despite its popularity, users can sometimes experience problems with virtual call center software.  To make sure these problems are addressed, we’ll discuss three common issues that you may experience when using virtual call center software and how you can alleviate these problems.

Low customer service levels

Every call center manager is concerned with the level of customer service that agents deliver.  If you’re using virtual call center software and realize that you have low customer service levels, there are a few resources you can use to improve your quality assurance techniques.

Virtual call center software comes with a number of quality assurance tools that allow you to track and manage your customer service levels. The main way you can track these levels is through call scoring.  This feature allows you to score calls based on criteria that’s important to your call center.

As you review and score calls, you’ll be able to determine if agents are correctly communicating with callers.  You can review calls using the call recording or live monitoring features available on virtual call center software.

Spending too much on calling minutes

Another issue that call center managers report is high costs on calling minutes.  Since most virtual call center software providers offer their system with per minute calling charges, it’s important that you’re efficiently managing and planning your calls.

If you find that you’re spending too much on minutes, take the time to study the calling reports available on your virtual call center software. These reports can provide valuable insights on everything from your peak and slow hours to how long agents are placing callers on hold.  Use these reports to schedule or train your agents accordingly.  For instance, agents keeping callers on hold too long should be trained to more efficiently address customer concerns and get them off the call faster.

Need to review past call center performance

For a call center to thrive in the future, it’s important that you study its performance over the long-term.  If you’re in a scenario where you need to begin tracking important factors about your call center, you’re in luck.  Virtual call center software offers features that can help you address this issue.

The most effective tool for reviewing your call center’s performance is the reporting feature.  Using the many reports available on virtual call center software, you can study factors such as average hold time, number of times a call is transferred and which agents answered the most calls.  These key performance indicators can help you identify ways to increase your call center’s efficiency and minimize problems with virtual call center software.

As you can see, the problems you may experience while using virtual call center software can be easily alleviated by fully utilizing your system and its accompanying features.  Make sure you’re getting the most out of your virtual call center software and you’ll avoid these common problems.

Managing Problems with Virtual Call Center Software

Looking for additional resources to help you make the most of your virtual call center software? Explore the articles below:

Pablo Torres

Pablo Torres

Product Manager at AVOXI
AVOXI - Product Manager

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