How To Run A Virtual Call Center That Doesn’t Compromise Exceptional Customer Service

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A virtual call center is like any other call center except, rather than sitting under a single roof, the agents work remotely through a digital platform or with call center scripting software .The calls are connected over the Voice over Internet(VoIP) and cloud-based technologies to provide customer support.

Cloud technology has revolutionized the customer service industry; the agents don’t have to be physically present at a specified location, the technological advancements have assured they get all the information and data together with the infrastructure to handle calls.  

Remote workforce and resulting challenges

Virtual call centers bring fresh challenges with themselves despite being efficient and agent-friendly. The primary challenge is data security and privacy. A lot of personal information is accessible to agents, and while it is easy to secure and protect the data under a controlled environment of a call center.

The challenge of protecting sensitive information is of significant concern for organizations. Virtual call centres don’t have many problems, aside from minor concerns like good connectivity issues, inconvenient working hours, and system requirements. 

How various solutions can be used to run a virtual call center and still deliver exceptional customer service

Operating a virtual call centre could feel like a daunting task, but a few measures could reap significant rewards with the correct approach. A strong Knowledge Base accompanied by a great call centre management tool could help agents reduce average handling times significantly. It could also enable new agents to train and onboard faster. 

Virtual call centers are built around the Call Centre Management Software. A sturdy call centre software helps in faster resolution of tickets and provides relevant information to agents promoting customer experience & satisfaction. Excellent call-centre software is expected to offer exceptional call quality and intelligent routing techniques. 

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Choosing the best Call center software with countless options could be tricky, but understanding a few benchmarks could help. A seamless software offers powerful cloud dialers with predictive and progressive attributes.

  • It should drive top-notch customer support with an IVR combined with automatic call distributors to ensure all the incoming calls are routed to the suitable agent and department.
  • Good call center software also offers advanced reporting and analytical insights to allow supervisors to be constantly aware of inbound and outbound call center metrics. 

  • The inbound cloud-based solution will help your agents deliver quality customer service to increase customer satisfaction and ensure first call resolution.
  • A cloud-based call center solution should offer diverse and in-depth call center reports with real-time analytics for managers to track agent performance and take measures to optimize operations.
  • It’s quality monitoring tools should allow supervisors to assist and monitor a live call along with the option of scoring the call recording based on quality parameters and standards. This regular constructive feedback will directly affect the agents’ efficiency and performance.
  • You should be able to easily integrate a cloud call center solution with any leading CRM with one-click integration. This will allow the supervisors to track the data and calls remotely. 

A cloud contact centre software will provide incredible flexibility and help save massive costs for organizations. Premium companies around the world like Standard Chartered, Byju’s, and Swiggy are heavily investing in the technology. They are cost-effective, with great flexibility and scalability without any geographical or travel restrictions.

There are limited infrastructure maintenance costs involved, and the customers are served within hours of setting up. An advanced wall-board displaying reports against standard parameters of assessment, routing calls to agents best suited for quick resolutions, a solid Knowledge base to ensure consistent and accurate information to queries. 

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Conclusion

Knowledge base software for call centers offers a set of tools with comprehensive features for a fool-proof customer experience including step by step guide for agents to handle customer’s call efficiently, centralized repository of all the information, visual help, customer self-help option and more.

It also gives you a customized analytical dashboard together with missed call reports and mitigates after call work for agents. With great monitoring tools, it is easier to track agents and their productivity.   

Sowmya J
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