In the past few years, the remote working trend has gained a lot of popularity. Businesses worldwide are increasingly opting for the remote working approach. A virtual call center is a customer service support center where agents provide customer support service from different locations instead of working in one physical location. While geographically dispersed, either in different branch offices or working from home, agents are connected via cloud-based call center software or a hosted VoIP platform. Due to the benefits that this functional approach offers, virtual call centers are constantly growing in popularity.
VoIP technology plays an important role in supporting virtual call centers. A hosted VoIP service allows businesses to leverage their Internet connection and transmit phone calls. A hosted VoIP service is simply the service in which the physical hardware that runs on the phone system is hosted in a third-party data center and maintained by the VoIP service provider. When using hosted VoIP service, businesses do not require managing any telecom equipment in their office. Besides, call center agents using a hosted VoIP service are not bound to one particular desk phone in one specific location to place and receive calls. Employees are free to use different types of phones wherever they are working from. No matter what device they are using, whether a physical desk phone or a softphone application on a desktop computer or laptop, they must have a good internet connection to connect to the call center’s VoIP service. This allows customers to dial the call center’s customer service number and reach directly to the concerned agent who is working at a remote location.
Benefits of VoIP for Virtual Call Centers
Below mentioned are some of the key benefits of VoIP technology for virtual call centers.
- Ensure complete flexibility: A VoIP phone system provides complete flexibility to the agents to work from home or any other office branch. Besides, the system comes with assorted attractive features that efficiently meet all the key requirements of a call center. For instance, the call queue feature of the VoIP phone system allows businesses to set up calls in a queue and hold callers in line when all the agents are busy. In addition, voicemail messages can be sent to agents via email to listen and respond to the messages quickly. Another great feature is auto-attendant menus. It presents callers with various options, including FAQ information, allowing customers to enjoy self-service options. Thereby, helps to reduce the number of calls connected to agents. Agents can focus on handling complex issues and queries of customers who need immediate assistance.
- Real-Time Queue Dashboard View: VoIP system lets supervisors have a real-time dashboard view, displaying the call center’s call queue status. Supervisors can use the dashboard to check the number of agents logged into the queue, total number of agents on call, number of callers waiting in the queue, total amount of time each caller has been waiting in the queue, and other important details about the current status of the call queue. Supervisors can easily monitor the activities of call agents working remotely from different locations via real-time information displayed in the queue dashboard. With the help of all the available, supervisors can make informed decisions to address any issues related to the call queue status. Various training programs can also be held to help agents know how to reduce call waiting time and provide a better customer service experience.
- Better Support for Agents: VoIP technology also provides advanced functionality to upper-level management to take complete control of the call queues. The dashboard is equipped with advanced functions to help supervisors support their agents whenever they face any kind of problem while assisting a caller. There are functions like call monitor, call whisper, and call barge buttons that allow supervisors to listen to the ongoing calls and enter or barge in whenever required. This functionality helps businesses in assuring more personalized and accurate support to the customers. A supervisor also has control over the agent’s log-in and log-out process. He/she can remotely log the agents in or out of the queue as per the requirement.
- Offers Detailed Call Tracking Metrics: Supervisors and other upper-level management people can use queue dashboards to measure their agents’ performance. They can also get detailed queue-related data that can be utilized to organize a queue’s call tracking metrics. The report presents all the queue history like the average wait time for calls in a particular period, the maximum amount of time callers had to wait to connect with an agent over that period, at what time of the day maximum amount of calls were received by a particular queue, the maximum amount of time each agent spent on attending the calls, and many more. All these details can be gathered to improve the call center processes so that customers can be provided with the best possible experience and businesses can enjoy better productivity.
To sum up, all the above-mentioned benefits suggest that a hosted VoIP platform is certainly the best platform for virtual call centers. It perfectly meets the requirements of a virtual call center without compromising on any essential features or functionalities.