Monthly Archive: October 2016

Virtual Call Centre Phone System Solutions

Modern technological improvements have made it possible for offices of any size to have a virtual call centre in which the company’s representatives are geographically dispersed. Instead of having all employees in one building working on different stations, the company can take advantage of talents around the world and even save on overhead costs.

Switching to a virtual call centre is very beneficial. For companies that are highly seasonal, the virtual call centre allows them to only increase their operations when needed. No need to maintain a large-scale operation year-round. The company will be able to save money on lean months and invest during peak seasons.

Having a virtual call centre also makes a company appear professional which in turn increases customer confidence.

How it works

When a customer dials a customer service number or tech support number, they are given the impression that the call reaches an actual department within the company. In reality, they are likely reaching a company that outsources support or even a stay-at-home mum, a college student or a work-at-home agent who has a phone system that is connected to the company’s secure network.

Examples of Virtual Call Centre Phone System Solution Providers

AVOXI

AVOXI’s virtual call centre solution is called SMART QUEUE. It claims to add more to your company’s bottom line. The hosted call centre solution is built on open-source technology. It provides the same functions and features as any proprietary call centre platform at a fraction of the cost.

If your business needs flexibility, this solution was developed what that in mind. All their solutions are scalable so you can quickly add new users to your system without the burden of a heavy cost. You can increase productivity by providing quick and easy access to all the features and capabilities.

AVOXI is ready to help you with all your requirements. They have capable engineers that can work with you to design a system that truly meets your requirements. You don’t have to worry about upgrades and maintenance with the cloud call centre solution. You can focus on your core business because you don’t have to worry about these things.

Benefits of a VOXI Virtual Call Centre Solution

  • You don’t need to invest a lot of money
  • You can get a predictable operating expense
  • Cost-effective scalability
  • Rapid deployment
  • High levels of reliability and security
  • 24/7 technical support

Vocalcom

Vocalcom is one of the leading software solutions on the market offering a feature-rich software solution with the focus to make your agents more productive offering high customer service.

You can work faster and save money with this solution, coordinating all points of call for the customer. Whether they are in-store, on the phone or even different contractors, you will be able to keep on top of communication.

You can keep ahead of call centre software trends with this cutting-edge solution, keeping your workforce ahead of the game. Improve your customer service by answering calls quickly, delivering solutions to your clients and offering high-quality customer service. You can also add more value to your mobile environment and respond instantly in your social media.

Some Features

Skills-Based Routing

This is the heart of the Vocalcom Auto Call Distribution which ensures that customers are directed to the right queue and their call is handled by the best agent first time. This feature quickly pairs incoming calls to the call centre agents who can best help them, resulting in happy customers and a more efficient solution.

Queue Callback Routing

This feature gives your customers the options to receive a callback when their position in the queue comes up.

Keep call volume steady

If your customers can’t wait, your agents call automatically call them back when they become available. Agent productivity is increased during off-peak times by offering this option.

Easy Office Phone

Easy Office Phone offers an effective but easy to use virtual call centre phone system. It has a rich feature set and online web interface. You can enjoy detailed reports and tracking. This is the perfect solution for use in-house or outsourced call centre applications.

The solution can easily be integrated with the company’s CRM software for example Salesforce and you can streamline your complete solution using click-to-dial from your companies software, screen pops or conference calls to fully integrate your call centre.

Benefits

This solution is easily integrated and will leave you with more time to manage your core business. Their Network Architects and Project Managers will actually provide bespoke solutions tailored to your business. Each customer has a dedicated account manager who will provide full operating instructions one to one via webinars and live presentations.

You will no longer need the hardware to operate your call centre, reducing up to 80% of the upfront capital, installation and configuration your ongoing costs will also be reduced. You can easily achieve your ROI with these benefits. With a speedy setup, you can be up and running in as little as 5 days.

With real-time reporting you can easily manage your workforce call targets, call queues and service levels, helping to increase productivity and reduce time in management.

The brand’s network is recognised for its quality and stability using in-house developers and tech staff. They are constantly upgrading their technology and distribute updates for free.

This is a Cloud-based solution and with the click of a button can add remote workers or temporary contractors while the back end platform can be managed from anywhere in the world providing a truly flexible working solution.

With real-time reporting and tracking you can easily get statistics on the percentage of calls answered or abandoned, average hold time, etc; specifying which dates you wish to analyse and which team members.

Having a virtual call centre allows your company to be flexible and improve your customer experience so consider having one today.