3 Ways Virtual Call Centers Are Changing the Game

While traditional call centers are few and far between, virtual call centers are alive and well.

In the traditional sense, a customer service representative would physically dial in the numbers of leads and wait for a customer to answer. No matter what the result was, the agent would then dial and call another number. This would go on and on throughout the duration of the agent’s shift.

While that could still work for some businesses, call centers have gotten smarter, more efficient, and virtual. Here are three ways virtual call centers are changing the game.

24/7 availability

Being available at all hours of the day means a company can, in theory, sell products and services 24/7. It also means customers can receive help and feedback whenever they need it.

This also means businesses can cover all time zones and hire customer service representatives in different parts of the country – or world – to meet customer service demands. Investing in the right technology such as call center software and making the right hires can lead to efficient customer service that’s available 24/7.

Customers want solutions to their problems fast, no matter what time of the day it is, and incorporating call center software is a major step toward providing that.

More ways to connect

Call centers have evolved, and there are now more ways to connect than ever. After all, customer service representatives are now utilizing chat, text, email, and even social media to connect with consumers.

This makes it easier to assist customers and also provide them with different outlets to reach you. Not everyone likes to talk on the phone. Likewise, some people don’t want to email a business and wait 24 hours or more to hear a response. However, providing multiple ways to reach your company makes it convenient for your customers to receive feedback and answers to their questions or concerns.

To further explain how much the call center has evolved, just look at interactive voice response (IVR). Thanks to ivr, self-service actions can be done over the phone, such as paying a bill or checking your balance. IVR brings automation of common telephone transactions into the mix with pre-recorded voice prompts, ensuring a customer is directed to the appropriate department while an agent is answering customer questions that they are skilled in when reached by a live customer.

Features make a difference for customers, agents, and businesses

Call center software makes it possible for agents to dial less numbers and be connected with more live customers, leading to a possible increase in sales and more time left for other duties or reaching more customers. It can also be more satisfying for agents since looking up and dialing numbers can be mundane and bring human error into the job if the wrong digits are dialed.

That, of course, makes it more efficient for businesses because agents can be more productive by getting done with more work in a less amount of time. Not to mention, companies can save money by eliminating physical workstations and equipment.

Going back to the customer, virtual call centers make it easier and more manageable to reach customer service. With virtual queuing, a customer can save his or her place in a queue without having to wait on the phone because an agent will call back when it’s the customer’s turn.

There are an endless amount of ways virtual call centers are changing the game. It all depends on the software.

Melissa Thompson writes about a wide range of topics, revealing interesting things we didn’t know before. She is a freelance USA Today producer, and a Technorati contributor.