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Article : How Virtual Phone Numbers Can Improve Your Call Center Performance

#contactcenterworld, @PhoneIQ_US

The world has truly become globalized. It’s not only easier to offshore your call center to a different country to take advantage of cost-saving opportunities, but it’s also possible to reach and serve clients anywhere in the world. However, this does bring up an interesting question: what is the best way to serve customers in their local markets when your contact center is based in an entirely different country?

Boundaries don’t restrict email and chat communications, but phone numbers are precise to a location, and customers may be much less inclined to answer an outbound phone call from a foreign country than a local number.

That’s where International or Virtual Phone Numbers come into play.

What Are Virtual Phone Numbers?

Virtual phone numbers are domestic numbers used for each country where your business operates. They resemble local phone numbers and are not subject to hefty international call rates - customers can also call the business at standard or toll-free rates. The phone is connected to a device like an IP phone, mobile phone, or computer via the Internet, not a standard fixed phone line, although it can also be forwarded to a PSTN number.

What Are the Benefits of Having a Local Number in Each Market?

There are several benefits to having a virtual phone number, including improving customer service, building trust, and cost-saving benefits. Here are a few of the ways local numbers can really boost your call center performance:

1. Global Reach, Local Rates

Calls can be made by and to customers from anywhere globally, at the same rate as a local number. There is no need for customers to subscribe to an international dialing plan.

2. Productivity Boosters

Customers may be worried about additional costs if they see that an international number is calling them. They are also more likely to answer a call from a familiar, local dialing code than an unknown international number. Your local number will boost your local brand presence and build trust between your customers and your business by simply being "close to home."

3. Affordable to Set Up

Compared to setting up traditional phone lines for your international calls, your virtual phone line costs a fraction of the price. A small monthly fee gives you access to the entire local market at affordable rates.

4. Building a Strong, Worldwide Presence

Building a global presence isn’t limited to the biggest and wealthiest companies in the world. With a virtual number, any business (even a small business) can reach out to customers from different countries and expand its operations. There is no need to set up a call center or phone line to have some visibility. Your international phone number makes it seem like you have a fully-fledged office in each country, which builds a positive image of your company with customers.

5. Unlimited Numbers

Businesses have none of the restrictions and complications associated with acquiring additional numbers. Companies can hold many local phone numbers for several countries or different numbers for their sales and support departments. The business can have as many numbers as they’d like without completing laborious application processes and paying exorbitant fees.

6. Additional Features

A virtual phone system can do more than just provide a local virtual number. It can enable inbound and outbound calls from anywhere globally, enabling remote working for any agent with access to a laptop or other mobile device.

Call Queuing: Create customized call queues that sort calls based on rules set in the app to direct them appropriately.

Call Recording: Automatically record calls for compliance or training purposes.

Interactive Voice Response (IVR): Create an IVR menu to help your callers find the correct department or agent for their query.

SMS/Text Messaging: Don’t depend purely on the phone for communication. Send text messages to individuals or groups with ease.


A local number will significantly improve productivity for your contact center by boosting connectivity rates, providing customer insights, and building a robust and global presence for your business.

About PhoneIQ:
Company LogoAll-in-one cloud phone system and call center software for companies that run on Salesforce. Instant setup. Mobile ready. Globally available.
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Read today's tip or listen to it on podcast.

Published: Friday, March 25, 2022

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2023 Buyers Guide Business Continuity


CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)


VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.

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