A virtual call center has many things in common with any other call center, with one significant difference: The call center agents do not need to be located in one central office. Since the agents use a virtual call center solution to connect, they can work from wherever they are. You can find a more detailed description of what a virtual call center is in our blog: What is a virtual call center.
If you’re doing business internationally, being available 24/7 is something your clients expect from you. Not only is constant availability being required from B2C customers, but also B2B customers expect to reach support hotlines and customer services when they want to.
With a virtual call center solution, you can easily make that happen. Since a virtual call center solution lets your work from anywhere in the world, you can have a dedicated customer- or sales support team in a variety of time zones. A good solution will also enable those teams to connect to your other systems, so they can easily access all the data that is needed to handle the relevant customer cases.
Today customer support means more than just having one phone line open. The keyword is to be available in the specific channel that your customer wants to use. Therefore multichannel solutions are quickly becoming the norm for virtual call center solution providers.
With a good virtual call center solution, email, chat, SMS and social media integrations make it easy to assist your customers in any channel seamlessly. It also gives your agents some peace of mind because they don’t need to log into different portals and hop from channel to channel.
A virtual call center solution also makes sense from a financial perspective, since they are;
With a virtual call center, there’s no need to add a new department or more employees to get started. All you need is a good solution and someone to pick up the virtual phone.