Our lives have been drastically altered as a result of the outbreak of the COVID-19 pandemic, which has provided us with a number of valuable life lessons as well as a look into the future. Because the majority of the civilized world is experiencing periodic lockdowns and is being forced to isolate itself, businesses are being forced to rethink their strategy for user engagement and come up with new means of communicating to potential customers.
Additionally, there has been a significant increase in the number of calls received by companies providing customer care, which has compelled these companies to devise new methods for handling these calls. A growing number of companies are seeing the benefits of providing their employees with the opportunity to work from home and are searching for ways to give their workers more autonomy via the use of technology.
As a result, a significant number of these companies are thinking about establishing a virtual call center in order to solve concerns raised by customers and to guarantee improved communication throughout. Over forty-six percent of sales companies have transitioned to an indoor sales strategy in order to satisfy the requirements of their customers while also giving staff safety the highest priority.
Because of features such as simplicity of start up, greater efficiency, and cost-effectiveness, call centers are a feasible solution for businesses looking to keep their customers happy while also assuring the success of their businesses. However, even if you have a solid contact center management system on hand, there are still a number of procedures that need to be taken in order to set up a virtual call center that is fully functional for your company.
Ensure the data is secure, and comply with all regulations
When moving to a virtual environment, the most important item for you to focus on is ensuring that your data is secure and that you are adhering to all of the relevant compliance standards. This helps to eliminate the possibility of data theft or breach, both of which are possibilities when employees are working remotely.
Establishing a virtual private network (VPN) for your business may be an excellent first step toward improving security since it enables you to remotely monitor workers and check that your resources are being used in a responsible manner in accordance with your specifications. The technology should also store all of the data on the cloud, and it should prohibit agents working in call centers from capturing screenshots or recording conversations while they are on the job. It might be challenging to remotely manage sensitive client data, but as a service provider, it is your obligation to guarantee that the data is secure at all times.
Ensure that the appropriate infrastructure is in place
Before you can provide your agents with the necessary infrastructure, you need to first have an understanding of the nature of the job they do and the responsibilities that have been assigned to them. Therefore, customer service representatives need access to all of the necessary equipment and facilities in order to deliver the best possible service to clients.
As a result, agents will want either a smartphone or a laptop, in addition to a dependable internet connection, depending on the procedure that is being followed. In addition, the system that is currently being used has to be capable of operating with a low internet bandwidth in order to keep all of the agents linked to the system at all times.
Make sure that you have a smart routing algorithm for incoming calls that directs calls via a smart IVR to your virtual agents. This will allow you to handle incoming calls more efficiently. When making outgoing calls using a virtual dialer, the automated call distribution function needs to ensure that calls are routed to the appropriate agents based on their specific roles and skill sets.
Monitoring in Every Direction for Managers (360 Degrees)
After you have effectively established your virtual call center, the next step is to make certain that the company’s business and operational leaders have a centralized view of all of the distant contact center activities. These operations include of office work, work done remotely, and agent actions that are coordinated across all campaigns through an interface.
The following activities are ones that supervisors and managers are expected to be able to supervise and monitor at all times:
- To guarantee that customers are satisfied to a greater extent, managers and supervisors need to have the ability to listen in on live calls and provide support to agents who are currently on the phone.
- They need to be able to do a real-time analysis of the call flow in each campaign and be able to move remote workers to various call queues in order to achieve both improved productivity and appropriate resource allocation.
- Additionally, managers and supervisors should be able to access information in order to evaluate agents based on their performance and conduct an analysis of the call quality.
- In addition to this, they need to have the ability to monitor a variety of characteristics in distant devices by using application infrastructure management solutions in order to guarantee a smooth progression of the procedure.
Integrations of CRM for gaining access to information about customers:
Agents would also need to be able to access their data remotely in order to provide customer care through the internet. They need to have access to the past interactions, the product or package that the customers have purchased, and their entire profile in order for them to be able to better understand the needs that the customers have and give the necessary support to the consumers.
Consequently, you will need to make sure that when your agents are dealing with clients, the CRM software that you use displays all of the relevant customer information immediately on their screens.
If agents are need to meticulously obtain information from a variety of sources while a customer is on the line, the customer experience will be significantly damaged. As a result, you need to make sure that your agents have access to a system that not only helps them become more productive but also gives them the information they need to effectively address the concerns of your clients.
Not only should the system give them with the relevant context for the client call that they have received or that they have called, but agents should also be able to track ongoing discussions in the system. Agents also need the ability to virtually hand over calls to higher-ups with all of the relevant information in order to provide effective problem resolution.
Including Digital Channels for Customers to Better Engage with Businesses
If you just use one method of contact with your clients, distant customer engagement may be a very laborious process. In addition, consumers have a preference for companies and brands that interact with them through the communication methods of their choosing.
In today’s contactless world, when customers want fast help from service providers, mediums such as online chat, social media, and Whatsapp have demonstrated very high adoption rates among customers.
The inclusion of digital channels not only contributes to an increase in customer satisfaction rates but also facilitates the First Contact Resolution of consumer concerns. In addition, the ability of bot agents to take over some of the duties of human agents helps to lighten their workload.
7 Easy Steps to Get Your Own Virtual Call Center Up and Running
Simply adhering to these measures will greatly increase your chances of having a successful virtual contact center.
#1. Determine the Field in Which You Wish to Operate
Way too many company entrepreneurs get their companies rolling in the right direction without first laying the foundation required to get there. Don’t act in such a manner. Find out first precisely what kind of call center you need to set up before you do anything else.
What kind of business do you run, and how do you plan to put the contact center to use? To what extent do you rely on it while making outbound sales calls? Is this for communication with consumers and clients over a longer period of time?
When you have a more precise idea of what you’re searching for, it will be much simpler for you to track down the relevant materials.
Put these fundamentals in writing, either on paper or in a document. The next step is to give some thought to the additional features and intangible benefits that you desire from your contact center. Overall, you want to have a clear understanding of who you want to serve and why you want to serve them.
#2. Acquire a sense of what your budget will allow
Obtain a comprehensive understanding of your financial resources and evaluate them in light of the investments that must be made before your virtual contact center can become operational.
To get started, it is a good idea to find out what kinds of tools and supplies you will need. We had before discussed high-speed internet as well as VoIP phone technologies. However, your staff members may need headsets in order to make calls, in addition to other equipment and accessories.
If you find that you need more people power, you should definitely take into consideration the expense of recruiting more representatives to work at your new virtual contact center.
#3. Establish Your Call Processing Workflow
If you have already completed the difficult job, convincing customers that your organization is capable of completing the task at hand might be a simple process.
When it comes to organizing your workflow, you may make use of mind maps, flow charts, task management software, and several other planning tools.
A call procedure could be represented in a flow chart, for instance, like this:
The representative takes a few inquiries from the caller to find out why they are calling in the first place. Your predetermined response will be carried out by the agent if the caller responds in a certain manner. Alternately, interactions might feature branching choices that depend on how the first portion of a dialogue is handled.
Depending on the kind of calls you make or receive, your workflow may be as complicated or as straightforward as you need it to be at any one time.
It is really necessary to have your process established before moving on to the next phase, which is actually getting customers, so that you can go forward.
#4. Identify Potential Customers that are in Need of Your Services
If you want to establish a reputation for yourself and turn your virtual contact center into a profitable investment, the first thing you need to do is discover customers that have a need for the services that you provide.
If you are targeting the incorrect demographic of people or the wrong kind of company, you will not receive the results that you are aiming for. Investing some time in researching both your sector and the market will help you obtain a better return on the marketing efforts you put out.
Determine the important participants in your sector and the goods or services they provide, then identify those significant players. This will assist you in speaking to their requirements and the ways in which your contact center can assist them.
You may also consider making use of internet directories, social media, and several other marketing methods in order to get the word out about your company.
These are only two suggestions to begin you thinking in the right direction.
You may also leverage your efforts to locate new clients to enhance your call process by customizing it to the kind of consumers you want to attract most.
#5. Make an Investment in Call Center Software
The software used in call centers has seen significant development in recent years. It is currently being utilized by a large number of firms to manage their calls and interactions with customers, therefore boosting their level of customer care as well as their efficiency and their revenues.
If you have quality call center software, you will be able to store all of the information about your consumers in a one location. A database contains all of the essential information on the customers, making it possible to quickly retrieve such information whenever it is required.
You’ll want to spend your time choosing the piece of software that caters to your requirements the most effectively. We have an outstanding piece on the finest call center software that is available today; if you are not aware with how this software works or the top possibilities, you can read it on our website.
Office24by7 is an excellent choice since it is simple and adaptable to use, and it provides you with all of the tools and advantages that you need to successfully manage and expand a virtual contact center.
#6. Assemble a Team of Call Center Agents by Conducting Recruitment, Hiring, and Orientation Activities
Now is the moment to locate a staff that is deserving of your virtual contact center, agents in whom you have faith will work to establish a positive reputation for your company.
Because it is virtual, your contact center gives you the opportunity to hire intelligent employees who are eager to work from home. They will need self-discipline and the ability to inspire themselves, since it is probable that they will not be located in close proximity to you geographically.
The requirement for a pricey office space and other expenditures connected with maintaining a physical contact center are eliminated when an organization hires workers to perform their duties from a remote location.
However, it is not necessary for recruitment to be as challenging as it often is. Even if you aren’t really sure what it is that you’re trying to find.
Try out our blog article on the most effective recruitment software as a starting point. Your search for software to assist with the recruitment process will be made much simpler as a result of the wealth of information and specialized assistance that is provided in this guide.
If you are planning a significant expansion of your workforce, you should consider investing in application tracking software. In relation to this topic, we also have an article that discusses the top applicant tracking software. Using this program, there will be no misunderstanding as your most prospective and attractive individuals go through the hiring process from CV to employed.
After you have selected the best applicant for the position, you will need some time to educate them about the values of your firm, the software they will be required to use, and any other procedures that are essential to the way you do business.
Do you happen to know whether we can also assist you with the onboarding process? Yeah, we can.
You can get the most helpful guide about onboarding software right here. It explains what onboarding is, how to ensure that you don’t forget anything that your new employee needs, and how to help them feel secure beginning on their first day on the job.
It may be expensive and time-consuming to hire the incorrect staff for the job. It is essential to set aside sufficient time to locate the ideal applicant, who can then be assisted in a speedy transition into their new role by a well-thought-out onboarding strategy.
You can guarantee that your new employee is pleased and productive from the moment they start working for you if you take the time to do things the right way.
#7. Dedicate Resources to Sustaining a Joyful Atmosphere in the Call Center
Even though it is a virtual contact center, you still need to keep your agents motivated and try to create a healthy culture. This is not something that can be ignored just because the call center is virtual.
This is something that is simple to ignore but may result in more employee turnover than you would want. It is possible that they resigned as a result of burnout, or that they quit as a result of inadequate training and dissatisfaction.
Some problems with employee turnover are caused by difficulties in attracting new employees, but the vast majority of these problems may be prevented by making maintaining a happy atmosphere a primary priority.
You may discover unique methods to keep your staff enjoying their daily routine, but the specifics of how you do so will depend on the culture of your company.
A few options include providing enough pauses during phone blitzes, providing rewards for high performance, and providing unique prizes as a few of the possibilities.
It is of the utmost importance that you demonstrate respect for your agents, as well as ensure that there is a fundamental culture of collaboration and appreciation for the job that is being done from every single person.
Employees at all level, from entry to management, have the want to be valued and to feel involved in their workplace.
What Comes Next?
When you reach this point, it is necessary to grow your virtual contact center to accommodate more customers. If you’ve done the stages that came before this one correctly, you should have a solid base from which to work.
Pay careful attention to your procedures, and give some thought to how you may improve them. Is it possible to make them better? After having your virtual contact center operational for a time, how are the ratings for the overall satisfaction of your customers?
Should you schedule any staff training, do you need to put it on your calendar?
Is it possible to modify your call times and other metrics in order to make the life of your agents simpler or to provide a superior customer experience to the people who call or do business with you?
If you discover any holes, fill them in, and after you’ve gained some self-assurance, you may go on to increasing your staff and your operations.
The following are some of the next measures you may take at this time. The possibilities are endless.
With the knowledge you’ve gained here, you should be able to effectively establish a virtual call center in a couple of weeks. Office24by7, in particular, makes everything very simple and straightforward to do.
At first glance, establishing a virtual contact center looks to be a challenging undertaking. Once everything is in place, however, and you have entire virtual control over the procedures and operations, you will be able to provide excellent customer service to your customers in a manner that is far more cost-effective. In addition, you have the option of acquiring management software for a virtual contact center that is tailored to the requirements of your company and gives your agents the assistance and flexibility they need.
