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How Virtual Call Center Software Can Transform Your Business

  • Sweta Chakraborty
  • 04 June 2021

https://www.c-zentrix.com/blog/how-virtual-call-center-software-can-transform-your-business

virtual call center software

Is your call center expending a lot of your financial resources?

Does it require monthly or fortnightly maintenance? 

Are all these hurdles delaying your customer responsiveness? 

If your answer is yes to any of these questions, then it is time to reconsider your current contact center infrastructure. 

We are living in a fickle economic state due to a global pandemic and no business wants to lose more money over things that can be solved. This is why you need to understand how a virtual call center software works, and how it can transform your business. 

 

What is a Virtual Call Center Software?

A virtual call center software is a remote solution that serves all your contact center needs without any on-site setup. In other words, it is a cloud-based solution where your agents and supervisors co-ordinate remotely and run the operations. Virtual call center software is also popularly known as cloud contact center.

It doesn’t require huge office spaces, any distinct hardware or maintenance. The entire solution is hosted on cloud and it serves you at any geographical location. This software gives you the liberty to hire talented people across the globe, without having to worry about making them move physically.


What is the difference between Virtual Call Centre Software and On-Premise Call Centre Software?

  1. Equipment:
    A virtual call center software requires no equipment or even an office space to run itself. A laptop or even a smartphone with reasonable internet connectivity and headset, is all that you need. An on-premisecall center software will require you to rent an office space, purchase equipment (servers, gateways, SIP/Voip/PRI channels, power and power backup) as per your need.
     
  2. Installation:
    Virtual call center has a zero installation procedure and the setup is completely handled by your provider’s team. However, with on-premise solution the installation process is tedious and will take up more of your time.
     
  3. Failure on Backend:
    With virtual call center solution, the chances of failure is extremely reduced as the cloud infrastructure ensures redundancy, high availability and elasticity. With on-premise the chances are higher and you must be aware of it, if you run an on-premise contact center. The repeated short-comings will bring hindrance to your operations all the while losing you time and money. And let’s not forget, the botheration to deal with the mess by repeatedly contacting your service provider and the process that follows.
     
  4. System Upgrades:
    A cloud-based solution will have updates in real-time without disrupting your work or service lines. An on-premise solution with all the hardware in place will take longer time to run updates and again installing them. This hinders your productivity on day-to-day basis.
     
  5. Money:
    It is already obvious now that a virtual call center is financially more sound than on-premise one. With monthly subscription or pay-as-you-use model, the cost of owning a virtual contact center is relatively lower than its on-premise counterpart with fixed costs. Also, it reduces costs on office spaces, office-based requirements like sanitation supply and food supply, eradicates the need to spend on sturdy hardware and their cooling equipment. Converting your fixed costs to variable costs makes your organization nimbler.
     
  6. Scalability:
    Cloud-based contact center is a scalable solution as it makes it easier to get started with limited resources. You can choose to improve your solution as you grow to meet your customers’ needs. However, on-premise solution has a fixed value and requires you to afford it for the same. 

It must already be a little clear how a virtual call center software is more efficient and modern in every aspect. However, let’s discuss its benefits and find out if it fits your vision.
 

What are the benefits of Virtual Call Center Software?

Virtual call centers can afford to offer real-time support with all its channels well integrated. It is primarily customer-centric and highly efficient. Here are the defining benefits which will provide better insight:

Expand Your Workforce At No Added Cost:

If you are running a contact center, you would know how hard it is to find people who have linguistic advantage in multiple languages.

For instance, if you are sitting in Mumbai, it will be hard for you to find a Spanish speaking individual who has the local context in their mind. However, you can hire a person in Mexico or Colombia and support them via your cloud-deployment. With no geographical limitation you can have your team working from anywhere. 

Therefore, it is logical to choose a cloud solution to support agents worldwide without shelling money to move them to your location.

Enhanced Data Security:

Primitive ideas exist around data security when it comes to cloud-based solution. Company owners worry about where their data is stored when it comes to virtual call center. However, now-a-days with exclusive user access control across applications, it is no rocket-science to secure your customers’ and your company data. These systems can automatically alert when an unauthorized attempt or device is recognized and relevant protocols get activated. Sensitive data is obviously encrypted and stored in the cloud with only access to authorized people on their chosen devices.

Moreover, all your data is stored on cloud and nothing is stored on agent’s computer or smartphone. Your data also has backup for emergency access, in-case anything gets lost during any malfunction or outage.
Furthermore, you can discuss these information with your respective cloud solution provider and graft a stringent SLA to ensure complete transparency and security.
 

Real-time Agent Monitoring For Enhanced Performance:

The big advantage of an on-premise contact center is that managers are able to follow up with daily reports, agent’s performance on the floor and close monitoring. 

With virtual contact center solution, you can monitor agent performance continuously without hassle. The real-time agent metrics and call metrics become an essential resource of information to take micro-decisions and improve your contact center operational efficiency.

Small Businesses Can Start Immediately:

Virtual contact centers are the best solution especially for small businesses. Startups or small firms struggle with financial resources, hiring management and infrastructure maintenance. Being a cloud based solution, virtual contact centers are extremely cost effective. This means agents can work remotely with no need for office space or fancy equipment.

With cloud contact center solution, agents only need their laptops or even can manage with smartphones with C-Zentrix Mobile App. Their phone numbers can be mapped against their agent accounts, allowing them to login to the cloud server. A reasonable internet connectivity or 4G network will ensure voice clarity, resulting in no latency when communicating with the customer.

Small businesses can deploy their virtual contact centers without much hassle and start their operations immediately. Reduced cost and zero installation time make it a perfect solution for growing businesses.
 

Improved Customer Experience With Omnichannel Support:

Customers are your top priority and you must keep that in mind before choosing your contact center solution. C-Zentrix virtual call center software is integrated with the Omnichannel solution. This way, your customers can get personalized interactions and faster resolution even if they switch between the channels from voice to non-voice channels. Example the customer started the journey over a Live chat and have to quickly move to a voice or video call. So with omnichannel integration, this switch happens seamlessly and customer context of discussion continues.

Your agents also find it easier to deal with customer conversations, thanks to the customer information readily available to them before every contact. 

 

Conclusion:

If you are making similar revenue without spending as much money as you would on an on-premise solution, that means you are definitely making profit.

Now, who would say no to that?

Cutting your costs without compromising your service quality is essential to running a contact center. Keeping that in mind, virtual contact centers are also an ecological solution which ensures business continuity while reducing carbon footprint and vehicular pollution.

Hence, we can conclude that virtual contact centers is the future of call center industry. It is a viable and dependable option for businesses of all sizes. 

 



Author Bio:  Sweta is a passionate technical writer with experience in digital marketing. Outside work, she is a devoted Esports advocate.



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