A virtual contact center has many things in common with any other contact center, with one significant difference: The contact center agents do not need to be located in one central office. Since the agents use a virtual contact center solution to connect, they can work from wherever they are. In this blog post, you will learn how you can use a virtual contact center solution to transform your business for the better.
Just because you’re giving up on a physical space doesn’t mean that you have to give up on quality. A good virtual contact center software will bring you all the same functionalities as traditional software, just with lower costs. It doesn’t matter if you’re focusing on inbound customer service, or if you’re using a predictive dialer to increase your sales, a virtual contact center software can help you.
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 and need to.
With a virtual contact center solution, you can easily make that happen. Since a cloud-based contact center software lets your work from anywhere in the world, you can have a dedicated customer- or sales support team in a variety of time zones.
With a cloud-based contact center software, you can also allow your agents to work from home, giving you the possibility to attain a larger pool of agents, just as Manpower did when changing their legacy system to LeadDesk.
A good solution will also enable all your 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 contact center solution, voice, 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 contact center solution also makes sense from a financial perspective, since they are;
With a cloud-based contact center, there’s no need to add a new department or more employees to get started. All you need is a good solution, internet connection, and someone to pick up the virtual phone.
When you are choosing a virtual contact center software, make sure that you at least get: