A virtual call center offers your employees the opportunity to work regardless of location and still be connected to one another via virtual call center software. But what is the difference between a virtual and a traditional call center and what advantages does the virtual approach offer? You will find out about this and much more in this article.
What is a virtual call center?
A virtual call center uses the technical basis of cloud computing , which is also the basis of the usa phone number list A virtual call center is not tied to physical office space. Instead, employees can work from home in different locations and time zones. All they need is a stable internet connection . The cloud telephone system can also be integrated with other software to network telephony with other collaboration tools.
What are the benefits of virtual call centers?
As with traditional call centers, the primary benefit of a virtual call center is to handle a large number of inbound calls and, depending on the industry, also to make outbound calls.
Particularly useful because your employees do not necessarily have to live near the location. This allows you to hire qualified employees who do not have to live in the same catchment area, but in extreme cases can even live on another continent . allows your employees to easily work from home and, thanks to integrated collaboration tools , still work together as a team without the caller noticing.
Another benefit is the extension of your company’s business hours. By working from home, employees from different time zones can be reached by phone 24 hours a day for your customers and can help them with their concerns. Longer business hours and better accessibility optimize customer service and increase customer loyalty .
What functions does a virtual call center have?
In addition to the conventional functions of the cloud telephone system,benefits from special functions.
By controlling and recording all activities in real time, call center agents receive an optimal overview of the current workload and distribution of calls. They can see directly which calls are on hold and which employees have the capacity to handle a call.
Another essential function of the virtual call center is the busy lamp field, also known as the BLF function . This shows which employee is currently on a call using the lamp fields on the telephone. With the pickup function, you can then proactively take over a call from a colleague whose BLF is currently lit.
How do virtual call centers differ from traditional call centers?
As mentioned above, the main task of a virtual as well as a traditional call center is to process a large number of incoming and outgoing calls. However, both types differ from each other mainly in terms of technology and infrastructure.
Ultimately, both approaches also differ in terms of audio quality, which plays a particularly important role in the customer experience. The call center scripts provides stable and clear audio quality as long as there is a reliable internet connection.
How to use center with WIRECLOUD
Would you like to set up a virtual call center for your company? We will set it up for you! With the WIRECLOUD call center functions, you are able to operate a customer or support center professionally. These include:
- queue function
- Control and recording of all activities in real time
- Allocation of incoming calls by country or other characteristics to specific call center agents
- Busy Lamp Fields (BLF) and Pickup
Advantages and disadvantages of the virtual call center
Offers opportunities to optimize your call management. As already mentioned, it allows you to hire new employees from different time zones and countries. Not only is your customer service optimized, as an employee is available around the clock. Customer service can also be offered in different languages, thus reaching a larger target group of customers.
What are the disadvantages of a digital mobile list call center? Telemarketing The great flexibility of center and the location independence make it difficult to create a bond and regular interaction between employees. This can ultimately lead to a low level of identification with the company. You should also make sure that your internet connection is stable enough, otherwise there may be poor audio quality or connection failures.
Conclusion
The virtual call center Ultimately, using a virtual call center offers great flexibility and opportunities to improve call management. Tele Phone All of the basic functions of the cloud telephone system as well as additional integrations of CRMs, for example, lead to improved customer service and more efficient work. This allows you to offer every caller a first-class customer experience. Especially with regard to digitalization, this option is preferable to the classic call center and also offers the opportunity to hire workers from a larger talent pool. This not only allows you to gain valuable employees, but also allows you to expand the customer group you address . The cost savings and the low infrastructure requirements make center the ideal solution, especially for small and medium-sized companies.
FAQ
What is a virtual call center?
center has the same benefits as a traditional call center in terms of processing and making calls. However, l center is location-independent and connects employees via virtual call center software. The cloud telephone system provides the technical basis for this.
What are the advantages of a virtual call center?
