Virtual call center solutions are rising in popularity tremendously. Call centers, big and small, are finding that these virtual solutions are not only saving them money but also providing the same call features that an on-premise call center would offer; in addition, a virtual call center will do away with excess hardware (as everything is operating in the “cloud”), save/eliminate overhead costs (as agents are working from home), and could lead to lower turnover rates (for call center employees are working under more flexible conditions).
Virtual call center solutions present an array of features that can increase the productivity of your call center agents and effectively serve callers. The first feature worth mentioning is Interactive Voice Response, or IVR. An IVR allows for callers to be prompted by menu to their desired department, or helps the agent who is taking the call gather fundamental information and basic reasoning for that specific call. We are all familiar with an IVR; anyone who has called a toll free number—regardless of industry—has been ushered through a series of menus before reaching the call center agent. And although this might be a bit irritating at times, if done properly (minimal number of menus, direct, easy-to-answer questions, etc.), the caller can have a more effective calling experience for his/her inquiry was addressed promptly and effectively. Nonetheless, introducing an IVR system can benefit both your callers and your customer service representatives.
Another feature that operates under virtual call center solutions is the cloud based predictive dialer. This recently introduced feature (to the “cloud” world, that is) serves as a mean to strengthen call center core competencies. A cloud based predictive dialer saves call center agents time by virtually and continuously connecting the agent to callers and eliminating manual dialing.
Aside from the two mentioned above, virtual call center solutions offer many features that on-premise call centers offers, as well as those features that they may not.