Good customer service isn't only about how knowledgeable representatives are; it's also about how soon problems with support are fixed. Even your most talented agents won't be able to deliver the kind of service that today's extremely demanding customers need if your company is still using an antiquated traditional business phone system. This is where virtual call center software comes to the rescue. In fact, 31% of companies use VoIP systems within their company.
Switching to online virtual number service software can improve first-call resolution rates, reduce wait times, and streamline company procedures. In this article, you can read about how virtual call center software empowers remote sales teams of a company, so read below:
What is virtual call center software?
Virtual call center software programs are cloud-based platforms for business communication. They streamline and enable voice communications between agents and customers, both inbound and outbound.
Using virtual call center software, your company can achieve greater mobility and flexibility easily. This also reduces operational costs by doing away with the need for pricey and large on-premise equipment like landlines and copper wire.
You should note that call center software incorporates VoIP voice calling, business SMS, and digital communication channels, including social network messaging, internet chat, and video calling. VoIP applications with built-in speech capabilities and web conferencing can save conference costs by up to 30%.
A virtual call center software combines all voice and digital channels into a single dashboard with a unified omnichannel agent interface that syncs in real-time and allows for one-click feature access. Additionally, it guarantees that every agent is using the most recent versions of support tickets and customer interaction information.
To optimize call flow patterns, assess caller input, and streamline corporate operations, many virtual number provider companies offer AI-powered automation, IVR, and CRM screen pops.
Lastly, some call center platforms incorporate web conferencing, whiteboarding, file sharing, and other fundamental UCaaS services like team chat messaging to enhance internal communications.
How does a virtual call center work?
Virtual contact centers use VoIP technology to make and receive phone calls over the Internet as an alternative to the traditional Public Switched Telephone Network (PSTN).
VoIP phone systems split your voice audio (speech) into several little digital data packets as soon as you place a call. After that, these digital data packets use a broadband Internet connection to get to their final destination, which is the phone number of the call recipient.
Upon reaching their intended location, the digital data packets reconstitute and reorganize themselves, providing high-definition audio for your caller. This process is repeated back and forth during the VoIP phone call.
In contrast, landlines, or conventional analog phones, need a physical connection to the PSTN to make and receive calls. This connection can be made using fibre-optic or copper wiring.
The benefits of virtual call center software
- The cost reductions that virtual call center software provides over a regular business phone system and call center are its most well-known advantages. According to a recent 8x8 study, using virtual call center software can result in a staggering 75% reduction in transaction costs. However, the advantages of online virtual number service software go far beyond cost savings.
- Enhanced self-service features for customers, such as automatic callbacks, conversational AI voice and chatbots, automated call routing techniques, IVR, and ACD.
- Enhanced productivity of agents as a result of automated scheduling, post-call summary, outbound auto-dialers, and other WFM and WFO capabilities. It is also worth noting that the conference call capability is one of the best VoIP features, according to 65% of small firms.
- It helps achieve shorter customer paths, increased first-call resolution rates, and an improved overall customer experience. In fact, 67% of agents say handling phone conversations is considerably simpler when using a VoIP system.
- With the use of Quality Management tools like in-call coaching, real-time agent activity alerts, forecasts, agent wallboards and performance gamification, post-call surveys, etc., call centers can gain deeper insights into consumer preferences and agent performance metrics.
- Third-party software integration makes advanced CRM screen pops, improved team collaboration, and other features possible. It also unifies all of your favourite corporate communication and collaboration tools into a single interface.
Final thoughts
You might now have an overview of how virtual call center software helps remote sales teams. If you think your sales team can benefit from it, find a reliable call center software provider to work with your company.
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