A virtual call center service is very similar to a regular call center service, except that the agents
operating it do not need to be physically located at a particular office. The tremendous advantage
of this is that agents can work from anywhere. These virtual centers are a boon to the industry
and can really help to transform and improve your business.
Scenarios where you can benefit
There are many situations where virtual call center solutions can help you. If you are an
outbound business with the sales teams scheduling appointments via the call center service, you
can use this service to sell your business services, conduct surveys as well as sell your products.
In the case of telemarketing too, such a service can prove useful whereby you have a team of
agents who will sell and advertise all your services and products. In the case of inbound business,
too, you can outsource virtual call center to take care of all your customer service concerns. In
situations where your business is a mix of outbound and inbound, you can use the call center
services to do sales support as well as customer service.
Top quality guaranteed
It is a common misconception that many businesses have regarding virtual call centers, that just
because it does not require a physical space, there will be a compromise on quality. This is far
from the truth, as a high quality virtual call center service can get you all the same functionalities
as a regular call center, but with much lesser costs involved. You could be using inbound
services or using predictive dialer for sales increases, your virtual call center can do both jobs
just as well.
Remote work and 24×7 access
One of the major benefits of virtual call center solutions is that if you are an international
business, then 24×7 access to your customers is an imperative. This is a requirement emerging
not just from B2C but B2B customers as well. Having a virtual solution can ease your worries as
these agents will be available on a 24×7 basis to your customers. The advantage of your agents
being able to work from any location in the world means that they can operate and be accessible
to your customers across different time zones. The other advantage when you outsource virtual
call centre is that your agents get to work from their homes, which is an attractive option to
many. Hence, the chances of your company recruiting more agents is a larger possibility.
Support across multiple channels
These days, providing customer support does not mean limiting yourself to one single phone
line. Not just that, customer support is expected across multiple channels, whether that be the
phone, email, chat or the Web. It all depends on which channel your customer wants to use.
Therefore, when it comes to a virtual call center service most modern services are equipped to
handle multiple channels for customer support. When you have a good service provider,
synching your customer support across diverse channels such as chat, email, voice, social media
and SMS, all are made easy and seamless. Your agents are also at ease because they can access
all customer data centrally, without having to login to various channels at different times.
The big price advantage
One of the biggest benefits of virtual call center solutions is the cost effectiveness they bring.
You will not have to make any initial investments, which is a big plus. You also do not have to
spend on physical equipment or workstations, further reducing the cost. It is very easy to start up
considering that less training and installment is needed. The virtual solution is very scalable,
accommodating peak and low times throughout the year. Access to data is easily provided and
revoked, thereby providing a high level of security. When you outsource virtual call center you
can also get access to reports on the service, all of which are easily available in a systematic