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Article : How to Start a Virtual Call Center?

#contactcenterworld, @nobelbiz

Author: George Seroukas, Chief Operating Officer, NobelBiz

Creating a virtual call center allows you to organize a system that seems to the client to be "virtually centralized," but is actually made up of geographically distributed teams. In other words, it's a chance to maximize your processing capacity and improve the quality of your services across all geographies and in a totally visible manner to your consumers.

As the COVID period progressed, not only was this centralization no longer required, but the construction of a virtual call center became a must to any organizations with multi-site difficulties or seeking to expand proper and effective remote work.

Virtualization is all about Location, Location, Location

Variations in traffic flow face all contact centers, making team size a daily problem. Call flows are centralized using a virtual contact center and intelligent call management software, but the burden is automatically dispersed across multiple sites based on the agent’s availability at any given time.

This prevents overstaffing at each location while also reducing client wait times. If you've worked with an external partner to build up an overflow solution, you can easily incorporate it into your global routing strategy to absorb traffic surges while maximizing the occupancy rate of your internal employees.

Also, your contact center must be able to operate in any conditions, even if your agents are physically unable to go to their normal place of employment. There was a time when the most essential call centers were obliged to establish backup locations, outfit them from top to bottom, and test their operations on a regular basis in the event of a fire, earthquake, or flood. Fortunately, this is a thing of the past.

Nowadays, you may now move all of your staff to remote work in a matter of minutes, without changing your teams or existing routing plans. Call center virtualization can only be achieved with a call management system that is natively intended to function independently of geography and any on-premises equipment.

Your VoIP provider will define your virtualization

In addition to your VoIP phone system, you will most likely want software integrations customized to the goal of your contact center’s campaign. In this regard, your VoIP telephony provider may offer integrations and productivity tools that allow you to handle the campaign’s various demands and needs more efficiently and specifically.

Furthermore, you must anticipate the proper processes that will make you more productive based on how you want to use your contact center. Then, assess your unique call distribution requirements (by team, schedule, talent, etc.) in order to ensure that your clients receive prompt responses. In that regard, advanced telephony functions are synonymous with a competent cloud telephony solution. As you can streamline your campaigns and operate more efficiently with a cloud telephony solution, that matches your organization and also your existing technological tools.

On the team management side, consider everything your teams will require to operate remotely. Most of the time, a laptop, a headset, and most importantly a steady Internet connection then define appropriate KPIs and call statistics to monitor and measure the performance while also defining clear and attainable goals to inspire agents.

Virtual contact center software should be simple to set up as VoIP software suppliers are accountable for service dependability, security, and availability. In fact, it is usual for suppliers to promise 99.99% uptime. You will then need to develop an onboarding procedure for your employees to integrate and teach them on their new work tool. Especially with the new generation of agents that enjoy digital databases as it allows them to rapidly search for answers while talking with a customer.

#contactcenterworld, @nobelbiz

About NobelBiz Corporation:
Company LogoAt NobelBiz, we leverage over two decades of expertise to deliver a cloud contact center solution, streamlining agent workflows for a seamless global customer experience across all channels. NobelBiz OMNI+ is a comprehensive platform, tailored to meet the intricate needs of our clients and evolving industry demands. It offers a versatile array of integrations and features, customizable for any contact center scenario.
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Today's Tip of the Day - How To Choose Speech Recognition

Read today's tip or listen to it on podcast.

Published: Friday, November 19, 2021

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2023 Buyers Guide Automated Call Distributors

Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.


Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)

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