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7 Reasons Why a Small Business Needs a Virtual Call Center Solution

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Great customer service experience is what helps businesses stand out from the crowd. It also ensures they retain their existing customers. One research showed that around 80% of consumers said they would choose a competitor after having a bad experience with a brand.

One way of enabling customers to get in touch with your brand easily is through call centers. However, It can be hard to set up and manage a call center due to the following reasons:

  • High installation costs
  • Need for additional infrastructure
  • Equipment costs

Does this mean a small business can’t have a dedicated customer service team? Absolutely not! You can overcome this issue by launching a virtual call center solution.

In this article, we’ll mention 7 reasons why this may be the best option for your small business. Let’s dive in.

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What is a virtual call center?

A virtual call center (VCC) is essentially similar to an on-site call center. The difference is that customer care agents aren’t usually working from the same physical location. They are, however, connected by a call center software.

In the business world, this set-up is also known as a VoIP call center because agents use Voice over Internet Protocol (VoIP) technology to receive customer calls over the internet.

This basically means your representatives can work from anywhere—as long as they have a reliable and stable Internet connection.

If your small business is considering a virtual call center solution, here are the benefits you can reap:

  • Reduced costs. Traditional call centers are expensive because you need to buy and maintain sophisticated equipment. With a virtual call center, you can avoid these costs.
  • Flexibility. A virtual call center doesn’t limit you or your agents. Your small business may operate in the USA, and your representatives may answer calls from a European country. 
  • Increased productivity. Your employees have a chance to work both from home or an office location. This gives them a sense of freedom that usually relaxes them. As a result, their efficiency rate will go up.

Now that we know what a VCC is and its benefits, let’s see why your small business needs a virtual call center solution.

Crucial reasons that make a virtual call center solution a must

Say that your small business wants to set up a virtual call center. What is the most important element you should be looking for? A virtual call center solution—a software that enables your agents to make and receive calls.

Here are 7 reasons why you should invest in this solution.

1. Outstanding customer experience

Small businesses should strive to provide the best customer experience possible. This can ultimately move customers down the sales funnel. A survey found that 84% of customers believed customer service was a key factor that impacted their decision to buy from a brand or not.

With a virtual call center solution, your small business can improve the customer experience. For instance, the software can help you identify which calls are urgent and should be dealt with immediately. Customers enter a specific number which notifies your agents what their query will be.

Another benefit of a virtual call center solution is that your brand will get important data. You will know how many calls there are in the queue, how long it takes for your representatives to resolve queries, and much more.

All of this is important if you want to work on improving the customer experience.

2. Better collaboration

As they say, teamwork makes the dream work. Effective collaboration among your customer care representatives and their managers achieves better results for your small business. It also paints a better picture of your brand.

A virtual call center software ensures your team members remain connected. Agents taking calls need assistance either from their supervisors or colleagues. This is especially true for newbies. They might know all about your call center attendance policy, but they still need help with procedures in the beginning.

By leveraging this technology, they can request on-call assistance by using features like chat or the option to transfer the call to another agent. In the end, this can reduce call handling time.

3. Global availability

A virtual call center solution makes it easier for your business to be available globally. Your agents can serve customers from all over the world and resolve their queries. This shows you treat every consumer, regardless of where they come from, equally—they all deserve your immediate attention.

If you want to be available globally, it’s difficult to achieve that without a reliable contact center tool. This tool relies on good Internet to connect your agents and consumers worldwide. If your goal is to assist every consumer, then this technology is all you need.

4. Access to analytics

Everything revolves around data in the customer-oriented business world. Data drives decisions and improves service. This is especially useful if you run a virtual call center.

You need to track everything to improve the customer experience. If your consumers wait too much on the line, they might end the call and express their dissatisfaction online. A negative impact will affect your reputation in a bad way.

With the dedicated software, you can basically do virtual team monitoring and follow the performance of your employees. You will know who is taking longer to resolve customer queries, how satisfied consumers are with your services, and which agent needs further assistance on a call.

5. Low maintenance costs

When you set up a virtual call center, you won’t experience high maintenance costs. There is no need to invest in expensive hardware or hire a dedicated IT maintenance team. Everything is cloud-based, which means you don’t require a separate team.

As the company providing this solution provides everything, you won’t need to worry about updates or hardware installations. This means you can focus on improving your service and training your agents so that they handle each query as professionally as possible.

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Conclusion

Customers come first. They are the reason your business grows and attracts new consumers. That’s why you should do everything to ensure your existing customers are satisfied with your small business.

As having an on-site call center might be expensive, you should set up a virtual call center. Detailed data, better collaboration, and global availability are the top benefits this call center type brings to your business. Take advantage of them and watch as your customers become more satisfied!

About the author

Dennis Vu is the CEO and Co-founder of Ringblaze, a virtual business phone system company that helps teams to better serve their customers, anywhere