Virtual Call Center Outsourcing
Virtual call center outsourcing might be the wise choice for your business. The goal of a company call center is always the same: to be able to provide their customers a helpful and positive experience that will make them come back. And when you’re clients like your call center agents answer to their questions, both your customer and your business wins.
In today’s world, one of the most important things regarding a business is to maintain a good and healthy relationship with your customers. You need to make sure they are satisfied not only with your products or services as with your customer support as well. And if your current call center isn’t responding them the best way they can, you might be losing customers forever. You need to look at some KPIs related to the customer support like the waiting time and first call resolution, for example.
A virtual call center, a cloud-based solution, might be what you need to improve your KPIs and promote customers satisfaction and retention. This solution allows you to start focusing solely on your customers instead of IT, as well as they offer different solutions for the things usually customers most hate.
Although a virtual call center has numerous advantages, your business may still suffer from some of the problems that traditional call centers also have. So, what makes a virtual call center so attractive?
The main advantage is the flexibility it offers since you’ll see the problems in real-time and will be able to take the necessary measures to prevent them. This includes:
- Call monitoring and recording;
- IVR (Interactive Voice Response);
- Customer Caller ID;
- Automatic Call Distribution;
- Call Whisper
Here are some of the most common problems customer services usually have and how having a virtual call center software can help you address all these issues:
- The client needed to explain more than once the problem he is having:
This common problem can be avoided simply by using a configured IVR. They will only need to say their problem once before they are transferred to the appropriate agent.
- The client thinks the call center agent wasn’t knowledgeable enough to solve his problem:
When you have a virtual contact center, you can have the calls recorded. This ensures your customers are being well taken cared off as well as this will allow you to see any training they might need. The Call Whispers feature, for example, allows call centers managers to listen to the conversations and this way they can teach new agents on how to do a better job.
- The client wasn’t transferred to the right agent immediately:
The IVR can also help in this situation. All you need to do is to configure it with the right questions to avoid this problem.
- The client needed to hold for a long time:
Depending on the call center, customers may need to wait for more or less time. However, it’s your job to make sure the waiting time is the shortest possible. So, you can use the automated call distribution feature and adapt it to your own needs, like skill-based routing, time-of-day routing, geographic routing, among others.Some virtual call center software also have the option to allow customers decide if they want to hold or if they prefer that an agent calls them back.
If you would like to learn more about outsourcing your virtual call center, contact STAFFVIRTUAL today!
