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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.

Conclusion

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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Today's Tip of the Day - Leadership Requires Listening

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

Published: Friday, March 25, 2022

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2024 Buyers Guide Telecoms

 
1.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

2.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

3.) 
Scopserv Integrated Services

ScopTEL IP PBX
The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system

4.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
 

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