Business process outsourcing (BPO) services face a unique challenge when taking on the task of providing contact center services for large corporations. These corporations expect glowing reviews on customer support at all times, because their business and profits depend on it. Combine this with the fact that BPO is a competitive field, with many different BPOs all over the world, and it becomes evident that these companies must always put their best foot forward.
One of the best ways for BPOs to stand out from the competition is by utilizing enhanced virtual call center solutions. A feature-rich solution that offers real-time monitoring, call recording, and quality assurance will guarantee that your agents are always performing to the best of their abilities. Inbound call queues and enhanced routing will ensure that calls are not missed, and customer satisfaction remains high.
Having a disaster-recovery plan in place is also vital for BPOs. Finding a virtual call center solution with both failover and redundancy can keep telephony operations up when some phone lines are blocked. Call forwarding and virtual call center solutions are also necessities in the case of a natural disaster in the physical call center, allowing agents to receive phone calls on a mobile phone or softphone, and log into the agent queue no matter where they are located.
Finally, virtual call center solutions are easily scalable, allowing their businesses to grow without investing in expensive telephony hardware. If a client wants to go from 50 to 100 seats in a matter of days, virtual call center solutions allow them to meet the demand.
Virtual Call Center Solution: Smart Queue
AVOXI’s virtual call center solution, Smart Queue, is a feature-rich solution that provides predictable monthly operating expenses, rapid deployment, cost-effective scalability, high levels of reliability and security, and 24x7x365 support. Smart Queue is built on open-source technology and provides the same features and functionality as proprietary call center platforms. Our engineers will work with you to design a system that meets your unique BPO requirements.