VoIP phone systems have taken the place of contact centres that had to house all their agents under one roof. Customers and businesses receive the same services from virtual call centres, but the work distribution method is different. As far as functionality is concerned, a virtual call centre is very much like a traditional call centre. The service, however, does not have a fixed location or regular hours.

A virtual call centre can span multiple time zones, which is one of its main benefits. The geographical dispersion of workers and their ability to work across different time zones makes it unnecessary to have limited business hours based on being in a single time zone. Virtual call centres can reduce costs by using audio conferencing. Audio conferencing is a telephone service that allows one party to appear to be talking to another on the other side of a communication link through the use of one or more audio channels. Virtual call centres can provide support for members who are not able to physically visit the company’s premises.

If working from home, employees often have flexible hours and no dress code. Compared to physical call centres, virtual call centres can save businesses money on equipment and office costs while lowering employee turnover rates.

How do virtual call centres work?

It is possible to set up virtual contact centres in remote or geographically dispersed locations or to have employees working from home. Since it requires fewer IT resources to manage, it costs less than a traditional call centre.

Using virtual contact centre software, teams are able to communicate with each other even if they are far apart throughout the day. This is done using Voice over IP (VoIP) and video conferencing software, such as Zoom or Microsoft Teams.

Remote call centres enable agents to take calls and talk to customers from anywhere at any time. This helps you provide better support when people need it, even after hours. As a result, you increase customer satisfaction and loyalty while also saving on labour costs. These questions may relate to technical support, account management, or complaints. Businesses and organisations will typically make it their goal to expand their clientele by reaching out to potential clients. This might involve cold-calling them or contact through services such as social media.

Benefits and advantages

• Virtual call centres would allow you to have a better customer experience. With virtual call centres, you’ll be able to implement a more efficient overflow plan and structure your agents into specialised virtual teams. They also offer plenty of flexibility for workers, so that call spikes don’t overwhelm them easily.
• When you switch to a virtual centre, you can still use real-time call monitoring. You will be able to keep track of all meetings, numbers, queues, and devices from a single interface. There are various metrics and quality scores available in this software. You can use this to ensure that agents at an inbound call centre provide the best customer service possible. It also allows you to ensure your agents are using the best approaches to increase conversion rates if you manage an outbound call centre.
• Virtual call centres are quick and simple to set up. They eliminate the need to order equipment that has to be installed by your IT department. With guidance from your service provider to set up the centre software, you could go live in minutes.

Conclusion

Virtual call centres are predicted to replace their traditional counterparts. These centres allow businesses to have their own virtual agents and have them answer calls 24 hours a day, seven days a week. Although these centres are costly, they are cheaper than the traditional models and produce better quality calls. Today, many companies prefer virtual call centres over their physical counterparts because of the convenience and cost-effectiveness of virtual call centres.