How to launch a virtual call center? A guide for businesses
How to launch a virtual call center? A guide for businesses
Are you looking for a way to optimize customer service costs while improving the overall quality of the process? A cloud-based call center system could be the perfect solution. In this article, our experts have prepared a short guide on how to implement a virtual contact center in your company. Find out how it works and follow our advice.
The growing popularity of cloud-based call center systems
Cloud-based call center solutions are becoming increasingly popular among business owners. This trend is largely driven by the fact that they allow companies to optimize the costs of maintaining a customer service department. With this approach, there is no need to maintain a full infrastructure, including servers, within the organization. Instead, businesses use cloud-based call center software provided by an external vendor. Companies that use a virtual contact center incur costs in the form of a subscription fee.
How to implement a virtual contact center for customer service in your company? Practical tips
Below, we outline the standard steps for properly launching a virtual call center service within a company. Follow our guidance to make the process smoother and quickly enhance the efficiency of your agents, the quality of customer service they deliver, and the overall management of your call center department.
Choosing the right software
Selecting the right call center system for your company is crucial. For years, we have specialized in delivering and implementing our proprietary software, Easy CC. It meets the highest performance standards and enables the efficient handling of multiple inquiries simultaneously. Additionally, it is important to choose a reliable and proven VoIP operator. Each time, the tool’s features and capabilities should be carefully matched to the specific needs of the company. When making your selection, consider factors such as:
- the tool’s functionalities (e.g., call queuing, call recording, IVR, reporting, and advanced analytics);
- the potential for automation within the contact center;
- the potential for integration with other tools (e.g., CRM systems, helpdesk platforms, voicebots);
- the quality-to-cost ratio for maintaining the infrastructure.
Recruiting a team and providing essential tools for their work
Of course, the key to maintaining high-quality customer service is the careful recruitment of specialists. Employees working in this department should demonstrate impeccable interpersonal skills, empathy, and full professionalism. Their goal is to conduct phone conversations that are both customer-focused and aligned with the company’s best interests. In addition to recruitment, it is crucial to equip the team with essential work tools, including:
- electronic equipment;
- conversation scripts;
- access to the cloud-based system;
- an internal communication channel.
It is equally important to conduct regular training sessions and to analyze both the quality of customer interactions and the day-to-day efficiency of agents in the virtual call center. Nowadays, physical agents are increasingly supported by automation tools such as voicebots and chatbots, which can handle basic inquiries and resolve many issues without requiring an agent’s time.
Implement your virtual call center with our team’s support
The key stages of launching a virtual call center in a company include: defining business needs, selecting the right software, recruiting and training the team, and providing the necessary tools for effective work. Once implemented, it’s important to regularly monitor the results and the efficiency of the department (e.g., the number of tickets handled, average response time, customer satisfaction level) and introduce improvements when necessary.
Our team can assist you throughout the cloud contact center implementation process. After thoroughly analyzing your company’s specifics and real needs, we will prepare a detailed action plan and ensure its successful execution. Are you looking for a proven system and the support of true professionals? Don’t wait — get in touch with our expert. With EasyCall, you’ll improve customer service quality, optimize company maintenance costs, and boost your call center team’s performance. See how easy it can be!
