A virtual call center allows agents to handle customer calls and inquiries from a remote location using a computer and an internet connection. This not only enables companies to save costs on office space and equipment but also provides employees with the flexibility to work from anywhere. However, to ensure a seamless remote call center experience, it’s crucial to equip your agents with the right virtual call center tools.
Benefits of virtual call center
Before we delve into the virtual call center tools, let’s take a look at the benefits of creating a virtual call center for your business.
- Cost savings
With a virtual call center, you can save costs on office space, equipment, and utilities. This can significantly reduce your overhead expenses, allowing you to invest more in other areas of your business.
- Flexibility
A virtual call center provides your employees with the flexibility to work from home, which can help improve their work-life balance. This can also result in higher employee satisfaction and retention rates.
- Increased productivity
Since virtual call center tools are designed to streamline workflows and automate repetitive tasks, agents can handle more calls and resolve customer issues faster. This can result in higher productivity levels and improved customer satisfaction.
- Scalability
A virtual call center is scalable, meaning you can easily add or remove agents as per your business needs. This can help you adjust your resources as your business grows or experiences seasonal fluctuations.
Top virtual call center tools
Here are the top virtual call center tools that can help your employees work remotely:
- Cloud-based phone systems
A cloud-based phone system allows your agents to handle calls from anywhere using their computer or mobile device. This can help reduce the reliance on traditional phone systems, which can be expensive and difficult to manage. Some popular cloud-based phone systems include RingCentral, Vonage, and 8×8.
- CRM software
CRM software can help your agents manage customer interactions more efficiently. It allows agents to access customer information, previous interactions, and purchase history in one place. This can help agents provide personalized and efficient service to customers. Popular CRM software includes Salesforce, HubSpot, and Zoho.
- Video conferencing tools
Video conferencing tools can help your agents collaborate with team members and managers remotely. It allows agents to participate in team meetings, training sessions, and performance reviews from anywhere. Some popular video conferencing tools include Zoom, Microsoft Teams, and Google Meet.
- Call recording and analytics tools
Call recording and analytics tools can help you monitor and improve call quality. It allows you to record and review calls to ensure that your agents are following the correct procedures and providing excellent customer service. Some popular call recording and analytics tools include Calabrio, Talkdesk, and NICE inContact.
- Chatbots and AI assistants
Chatbots and AI assistants can help automate routine tasks and provide customers with instant responses. It allows your agents to focus on more complex apquestions and issues, while the chatbots handle simple inquiries. This can help improve customer satisfaction and reduce the workload on your agents. Some popular chatbot and AI assistant tools include Intercom, Zendesk, and Bold360.
- Quality assurance tools
Quality assurance tools can help you monitor and improve the performance of your agents. It allows you to evaluate their call handling skills, adherence to procedures, and overall performance. This can help you identify areas of improvement and provide training to your agents. Some popular quality assurance tools include Scorebuddy, Playvox, and EvaluAgent.
- Workforce management tools
Workforce management tools can help you schedule and manage your remote agents more efficiently. It allows you to track their productivity, monitor their availability, and manage their shifts. This can help you ensure that you have enough agents to handle your call volume and improve their work-life balance. Some popular workforce management tools include Verint, Aspect, and Genesys.
|
Tool |
Features |
Pricing |
| Cloud-based phone systems | Provides call routing, IVR, call recording, and analytics | Starts at $19.99/user/month for RingCentral, $19.99/user/month for Vonage, and $12/user/month for 8×8 |
| CRM software | Offers customer information management, call scripting, and reporting | Starts at $25/user/month for Salesforce, $45/month for HubSpot, and $12/user/month for Zoho |
| Video conferencing tools | Provides screen sharing, recording, and breakout rooms | Starts at $14.99/host/month for Zoom, free with Microsoft 365 subscription for Microsoft Teams, and free for Google Meet |
| Call recording and analytics tools | Offers call recording, quality management, and analytics | Pricing varies based on features and usage. Starts at $0.005/minute for Calabrio, and $25/user/month for Talkdesk |
| Chatbots and AI assistants | Provides automated chat assistance, lead generation, and analytics | Starts at $39/month for Intercom, $30/month for Zendesk, and $99/month for Bold360 |
| Quality assurance tools | Offers call evaluation, performance management, and coaching | Pricing varies based on features and usage. Starts at $75/month for Scorebuddy, and $45/user/month for Playvox |
| Workforce management tools | Provides scheduling, forecasting, and real-time adherence | Pricing varies based on features and usage. Starts at $100/user/month for Verint, and $4,995/year for Aspect. |
Note: Prices and features may vary based on the vendor and specific plan chosen. It’s important to research each tool carefully before making a decision.
Best practices for remote call center management
Here are some best practices for managing a remote call center:
- Provide the right tools
Ensure that your agents have access to the right virtual call center tools, including a computer, a reliable internet connection, and a headset. Also, provide them with training to ensure that they know how to use these tools effectively.
- Set clear expectations
Set clear expectations for your agents in terms of their work hours, call handling procedures, and performance metrics. Communicate these expectations clearly and ensure that your agents understand them.
- Monitor performance
Monitor the performance of your agents regularly, using call recording and analytics tools, quality assurance tools, and workforce management tools. Provide feedback to your agents and identify areas of improvement.
- Encourage collaboration
Encourage collaboration among your agents, using video conferencing tools, chatbots, and AI assistants. This can help improve their morale, productivity, and overall performance.
- Prioritize cybersecurity
Ensure that your virtual call center is secure, using firewalls, antivirus software, and encryption tools. Also, educate your agents about the importance of cybersecurity and provide them with training on how to identify and report potential security threats.
Conclusion
Creating a virtual call center can help your business save costs, improve employee flexibility, increase productivity, and provide a scalable solution for your call center needs. However, to ensure a seamless remote call center experience, it’s crucial to equip your agents with the right virtual call center tools and follow best practices for remote call center management.
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