Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

MEMBER
Erni Sylviane Purba
Manager Customer Relation & Digital Community
1
EXECUTIVE MEMBER
Tessa Kurnia Putri
Team Leader of Environment’s Department
222
EXECUTIVE MEMBER
Jeanie Ashera
Assistant Manager
239

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.
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

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

Printer Friendly Version Printer friendly version

2023 Buyers Guide Automated Call Distributors

 
1.) 
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.


2.) 
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.

3.) 
voiptime

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)
 

About us - in 60 seconds!

Join Our Team

Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 11659 
Showing 1 - 1 of 2 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =