A virtual call center is a great option for businesses that want to outsource their customer service operations. By using a virtual call center, businesses can save money on overhead costs and improve the quality of their customer service.
In this blog post, we will discuss everything you need to know about virtual call centers. We will cover how to start one, the advantages and disadvantages compared to traditional call centers, platforms and software, and even some tips for small businesses. Let’s get started!
What is a virtual call center?
A virtual call center is a call center that is operated remotely, usually through the use of telecommunication technology like the internet and VoIP. These centers are growing in popularity because they offer businesses several advantages over traditional call centers.
Advantages of a virtual call center
There are many advantages to using a virtual call center over traditional call centers. These include:
- Reduced overhead costs
- Increased flexibility
- Improved quality of service
Reduced overhead costs: A virtual call center doesn’t require the same level of infrastructure as a traditional call center. This means businesses can save money on things like office space, equipment, and staffing costs.
Increased flexibility: Virtual call centers are very flexible and can be easily adapted to meet the needs of businesses. This flexibility allows businesses to scale their operations up or down as needed.
Improved quality of service: By using a virtual call center, businesses can improve the quality of their customer service. This is because these centers typically have more resources than a small business could afford to have in-house.
Disadvantages of a virtual call center
While virtual call centers have advantages, they also have a few disadvantages over traditional call centers:
- Limited support
- Lack of personal contact
- Reliance on technology
Limited support: Virtual call centers can be difficult to manage and may not offer the same level of support as traditional call centers. This can be a problem for businesses that need extensive help with their customer service operations.
Lack of personal contact: One of the main disadvantages of virtual call centers is the lack of in-person contact with customers. This can result in challenges for companies that need to build relationships with their customers.
Reliance on technology: Virtual call centers rely heavily on technology, which can be unreliable at times. This can be problematic for businesses that need to ensure their customer service operations are always running smoothly.
How to start a virtual call center
Starting a virtual call center is relatively easy. All you need is a computer and a connection to the Internet. You can start with little or no money, which makes it a great option for small businesses. Here are some steps to get you started:
1. Find the platform or software you want to use.
The first step in starting a virtual call center is to find the right platform or software to assist you with customer communication. There are many platforms and software available, so you should be able to find one that meets your needs.
2. Set up your account.
Once you have found a virtual call center platform or software, you need to set up your account. This process is usually straightforward and can be done quickly. Software companies usually offer technical support and assist their clients with onboarding.
3. Add your agents.
The next step is to add your agents. Once you hire the agents to work the hours and volumes you want, you can add them to the platform or software.
4. Onboard and train your employees.
The next step is to provide your staff with training, tools, and scripts that will help them succeed on the job. This will ensure they are providing quality customer service. Ensure they have clear and measurable goals, so you can monitor their performance, provide feedback, and improvements as needed.
And you’re ready to get started!
What to look for in a virtual call center agent
Virtual call center agents need similar skills to traditional call center agents, with a few additional skills:
- Self-motivation
- Reliability
- Computer skills
Agents must be self-motivated. They will not have a manager physically nearby, so they need to be able to work independently and stay on task. It is easy to get distracted when working from home, but virtual call center employees need to be able to put their work first.
Reliability is also important, as virtual call center agents may be the only point of contact for customers. If an agent does not show up for their shift, it can cause problems for the business. Again, with working from home there is less physical oversight.
This reliability also includes their home Internet as the VoIP software will require a consistent connection. If the Internet goes down or is cut off due to late payments, the agent will not be able to work during that time. This is not always in their control, but it should not be a regular occurrence.
Computer skills are essential for virtual call center agents, as they will be using a computer to communicate with customers. They should be familiar with common software programs and be able to troubleshoot any problems that may arise. This is especially important when working from home, as the IT team is not just down the hall.
Platforms and software
Finding the virtual call center platform and software that meets your needs is important for smooth business operations. Here are some of the most popular CRM and call center management platforms:
- Zendesk
- Freshdesk
- Genesys
- Talkdesk
- Aircall
There are many other platforms available, depending on your needs and budget. Most importantly, make sure you evaluate all your options carefully. Each platform has different options and features associated with it.
Here are some things to consider when looking for the platform that is best for your company:
- What type of onboarding support or training is provided?
- Do they provide local numbers?
- What kind of automation tools are available?
- Can the platform integrate your CRM?
- What are the fees?
Tips for small businesses
Virtual call centers can be a great option for small businesses. They allow businesses to outsource their customer service or allow employees the benefit of working from home. This not only entices many potential employees but also allows small businesses to hire from anywhere in the world.
Here are some tips for small businesses on how to start a virtual call center:
- Evaluate your needs and budget carefully
- Choose the right platform and software
- Make sure you have the necessary staff and training in place
- Promote it to customers and clients
By following these tips, small businesses can successfully establish and operate a virtual call center.
Final thoughts
Virtual call centers are a great option for businesses large and small. In the current job market, many employees are looking to work from home. This type of call center allows businesses to provide a work-from-home option to call center employees while maintaining a high level of customer service.
If you are thinking of starting a virtual call center, check out our Call Center Customer Service Training program. We offer cost-effective, online training for call center teams that will ensure you wow each and every customer. Click here to learn more!
