The expectations of your frontline agents are pretty high, right? You want your agents to wow their prospects and customers with quick-thinking and accurate responses, but how are you going to make it happen without the proper tools in place?
This type of customer-first service needs customer-first technology to succeed. Virtual call center software was designed to put customers first by equipping both managers and agents with a robust set of tools to simplify their work. The best part? All the tools are within one platform! Artificial intelligence and machine learning are huge driving forces for enterprises adopting cloud-based processes. With the rapid shift to remote work in response to the coronavirus pandemic, virtual call centers are the way to go to continue operations now and into the future.
In this post, we’re addressing the key benefits of why your business should consider making the switch to a virtual call center platform. Are you ready?
Cost-Effective Cloud Infrastructure
If you’re not already on a virtual call center platform, you’re likely using an on-premise for your contact center operations. This option often leads to extra investment towards overhead costs, including office rent, repairs, hardware, and supplies.
A better, more cost-effective solution would be to invest in a virtual call center, which keeps costs low due to its digital infrastructure and per-user pricing model. Everything is online including your phone. No more spending on equipment upkeep and maintenance. Software maintenance is the responsibility of the provider, making virtual call centers an excellent solution for budgetary savings!
Enables Teams to Work from Home
Cloud-based call center agents can make or take calls from anywhere in the world.
Unlike a brick-and-mortar office, agents can work more independently from the convenience of their homes. Your team members don’t have to be stationed in a centralized area to do their job - they can do it remotely from any country as long as there’s a reliable Internet connection.
With almost two-thirds of US employees being forced to work remotely following COVID-19 - plus millions more around the world - many businesses are prioritizing safety and moving operations to virtual software.
It’s Business (Continuity) as Usual
Now more than ever, it’s imperative that businesses have a premeditated call flow process when emergencies arise. Whether it’s a wide-spread power outage or a natural disaster (or a pandemic!), you’ll be at ease knowing your virtual call center’s routing rules are keeping operations going as part of your business continuity plan.
When there’s a disruption beyond your control, incoming calls are re-routed to teams or agents outside of the affected area, so it’s business as usual for your customers.
Work Smarter with Automations & Integrations
Call centers operate at a pretty fast pace, and they need agents who can keep up with volume demand. Fortunately, virtual call centers have the automation tools and technology integrations that eliminate a lot of the manual-entry busywork that usually slows teams down.
By integrating your essential business tools, you’ll quickly see significant improvements across customer satisfaction and team productivity. Most integrations will simplify how important customer information is passed to your agents - making it easier to access historical details and tailor each conversation. Call details, ticketing, automatic dialers, and call logs are all automated through your integrations.
When agents can focus more of their attention on the customer experience and less on time-consuming manual tasks, you’ll quickly see positive shifts in productivity, CSAT scores, and first-call resolution response times.
Advanced Reporting Capabilities
Data is critical in measuring the effectiveness of your workflows and the success of your business. If you don’t have tools to show you where your inbound calls are coming from, or how your agents are performing with customers, then you’re operating blindly and missing out on key insights.
With a virtual call center platform, you’ll be able to quickly drill-down your analytics and track the performance of your most important KPIs in real-time.
This data is critical to the measurement of your operational success and can be influential in the decision making of hiring new agents, expansion into new markets, investing in new technologies - you name it! Easily share your data with stakeholders through custom reports and dashboards to support your business goals and benchmarks.
Don’t worry if analyzing data isn’t your strongest skill. Virtual call centers can help by providing user-friendly dashboards and report-building tools to get you started. Tools like AVOXI can support your business regardless of which growth stage you’re in. See basic measurements like average wait time and average call duration before tackling more advanced call center metrics, such as service level and average handling time.
Responsive Quality Management Tools
Is it important to make sure your customers are getting an exceptional experience every time? Do you have the right tools to make sure this is happening? Businesses who invest in virtual call centers have user-friendly routes to answer these questions.
You might also be curious about your agents following their script, or how they’re de-escalating an issue with a frustrated customer. Without virtual call center software, you could be in the dark when it comes to your contact center reputation.
Quality management tools within call centers show you first-hand how your agents are representing the company, regardless of the channel they’re using. These features can tell you a lot about their styles of communication, the quality of the conversation, and if the customer left the call satisfied.
Coaching tools, such as call barge and call whisper, allow managers to more intimately see if call scripts are being consistently used or how their agents are handling customer issues. Depending on how the conversation is going, you have the ability to step in and assist your team whenever they need help getting the conversation back on track. Call monitoring and call scoring tools measure the quality of the interaction, providing actionable feedback to kick off improvement efforts.
Scalable & Adaptable Software
As your business grows, so should your technology. Virtual call center software easily scales and adapts with your unique growth due to its cloud infrastructure. You can add virtual numbers to your suite as you add more team members or expand into new geographies that your customers live in.
If your company is adding additional services to its call center, cloud-based call solutions can adapt to several operations: inbound, outbound, and a blend of the two. As mentioned above, this type of technology also helps you pivot when unexpected global events happen - easily scale up or down (or re-route) your communications coverage depending on your unique business needs.
Better Information Security
If you’re investing in a virtual call center for the first time, you’re likely asking yourself “How secure will my business be on a cloud-based platform?” Great question. Here are a few things you should consider.
Human error and phishing scams are the leading causes of data breaches, and businesses that operate an on-site call center are more susceptible to attacks because of their internal servers and legacy security system.
Cloud communication providers value security and make it their business to know the emerging tricks and scams of hackers. Field experts are constantly testing systems and monitoring customer procedures to ensure proprietary data is protected and secured at all times. In fact, 94 percent of businesses that moved to the cloud saw improvement in their security! Virtual call centers provide a level of security that an on-premise call center just can’t match.
Whether you’re in inbound sales, telemarketing, customer service, telesales, or market research, a virtual call center can do wonders for streamlining your business.
Delivering the ultimate customer experience is what you strive for. But without investing in the right tools, you could be falling short of your goal. A cloud-based communications system has the availability, productivity, affordability, visibility, scalability, and security advantages to keep your operations running smoothly and efficiently no matter what.
Lauren Ing is a writer at AVOXI, helping readers digest the complex world of cloud communications through storytelling. Lauren enjoys traveling and seeing new places, strong cups of coffee, and spending time with her husband and pup, Athena.