6 reasons why all businesses need virtual call center software in 2020 

Do you run some kind of marketing agency or a firm that handles thousands of communication every day?

Is it that your organization receives a bundle of calls and your existing business phone system isn’t capable of managing all those effectively?

If yes, then you are suffering from something that is referred to as the ‘technology gap’. And no, you don’t need to install thousands of other traditional phone lines. For once, if at all you plan to do so, you would be surprised to see the cost associated with it. So, what to do? Don’t worry! There isn’t any rocket science involved here. All you need to do is install virtual call center software.

What is Virtual Call Center Software?

A Virtual Call Center isn’t anything but a call center solution with employees accessing the same from remote locations. In other words, it is the software as a service solution that can be deployed by organizations within their enterprise and then used by employees from across the globe via different devices.

Virtual Call center software is a scalable solution that enables users to manage and monitor outbound calls without having the need to be present in the office. Using the software, employees can, receive and make calls, outreach leads, and in a way enhance the call-making capabilities.

In case, you are not sure whether to deploy a virtual call center within your organization or not, here are six reasons to consider.

6 Reasons to deploy A Call Center Software

Cost-Efficient

When organizations have to make thousands of calls each day with most of them are done simultaneously by different employees, a traditional business phone system isn’t feasible. Right from the quality to the price, everything associated with PBX is dramatically high. On the other hand, migrating to a cloud-based call center is very economical. Also, the rate per call is very less as compared to the above.

 Easy to Set up

Virtual software doesn’t require the installation of additional hardware to support the cause. Instead, you can either opt for a virtual phone number to start connecting with your customers or install the specific app on your device to get started with the call center solution. It is, in fact, a matter of minutes before you have your call center up and running.

Powerhouse of Features

A virtual call center isn’t something that limits you to make and receive calls. Instead, there are a lot of other features that come along with the software. While the basic ones include call rooting, call on hold, recording, etc, the advanced list of features include:

  1. Live Chat: It is where you and your customer can enter into a live chat from the detailed discussion.
  2. IVR: This allows users to interact with a pre-recorded conversation. This helps route the call to the right department and even help customers find an answer to their solution before talking to the sales rep.
  3. Service CRM: It gives the marketer an idea about the customer before connecting with the same. Data extracted from here can then be used to track prospects and generate leads.

Automates Tasks

Connecting a call to your lead and then gathering data for better analysis is something every call center agent does. But do you know that nearly 15% of the overall time is spent after every call to simply get all the details. You would be surprised by the figures if you sum up the total time spent in a week or a month. The numbers will be quite significant.

On the other hand, adopting a call center solution would automate the above task, freeing up most of the time of agents, and allowing them to focus on important things.

Extra Mobility

Virtual centers are cloud-based solutions. So, they can be accessed by any or every employee. Also, the employees need not be present in the office premises to accept the calls. Instead, they could be on their way to the office or maybe working from home. This adds mobility and enables agents to work at their own pace. Evidently, a call center solution doesn’t need any specific software, only the application, and a device, and their job is done.

Collaborative Workforce

Since the solution is cloud-driven, all of the data is present in a centralized location. This means that anybody can access the customers’ data when needed. Also, a call center solution facilitates the option of internal chat where the managers, sales executives and other staff members can collaborate for better operations in order to enhance productivity.

The Final Word

It is pretty obvious that a virtual call center solution is way better than the traditional systems. Not only are these rich in features but also offer the ease to connect remotely. Further, the cost linked with the setup and configuration is less and the quality provided, optimal. All in all, the virtual system is the best way to improve your organizational communication and strive for a better workforce.