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.
About NobelBiz Corporation:
At 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.
Published: Friday, November 19, 2021
|2.)||Teckinfo Solutions Pvt. Ltd.|
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