Virtual call centre benefits
When combining paper-thin margins with formidable competition, the facility to differentiate available products & services from that of your opposition is vital and, the flexibility of today’s virtual solutions can make all the difference
How can we help?
The flexibility, afforded to organisations large and small, owed to the scalability of Performance Telecoms hosted contact centre solution is huge. The addition of new users and related extensions, is achievable within a matter of minutes and, isn’t subject to the same restrictions as a normal ‘physical’ phone system. Previously, you would need to ensure enough lines were present, to effectively handle your inbound calls; otherwise, callers would experience an engaged tone or meet a voicemail system. Our VCC solution can handle as many calls as necessary, utilising the VM network.
The cost effective solution.
The introduction of the Virtual Call Centre, has addressed many aforementioned issues on the poor ROI & inflexible nature of a traditional call centre. Including the elimination of capital investment, capacity utilization, network efficiency, and related ‘financial recovery’ problems. The modern day Virtual Call Centre, provides remarkable levels of flexibility, allowing the deployment, and potential redeployment of a contact centre in a completely different location, within minutes should the need should arise. This affords agents, supervisors, and managers alike, the opportunity to work from anywhere in the world, while retaining access to Performance Telecoms innovative real-time reports & statistical feedback. Should you decide to utilise home/remote workers, the caller will still receive the same professional level of service associated with the call centre, while the visibility afforded to the agent remains unaffected, irrespective of geographical location.8
Increase productivity & improve call retention.
Hosted skill based routing (SBR) & call recording, with Performance Telecom’s range of innovative visibility applications, provide the perfect platform from which to build any NTS based Virtual Call Centre. Skill based routing is the most recent enhancement to the Automatic Call Distributor (ACD) and IVR systems, found in most call centres. It has the capacity to utilise the skills of individual contact centre agents, meaning they’re no longer generically tied to queues, but instead able to answer calls based on their differing skill sets and abilities (The same skill set & abilities responsible for their employment in the first place). Therefore, you should expect to see increased productivity, improved call resolution & reduced training needs, helping to improve the general efficiency & cost effectiveness of your organisation.d
Real-time statistics & increased visibility.
Fully integrated with hosted call routing, reporting utilities & automated desktop functions, Performance Telecom’s proposition, enables the user to coordinate real time statistics & virtual wall board applications, at just a fraction of the cost of alternative premise based equipment. The insight, associated with such improved visibility, becomes priceless and helps the application of a highly focused customer service. Helping to achieve long-term relationships with customers and, superior brand association; as a result. The continuous ‘real time’ accumulation of feedback, becomes the basis for customer intelligence and, when used strategically, such intelligence can be harnessed to drive efforts and initiatives within a company, helping to increase competitive advantage, by amplifying the speed & flexibility of service. This makes gaining the highest levels of customer satisfaction & consumer confidence more probability than possibility. For more information on enhancing the customer experience view our IVR survey options.
Conclusion.
In essence, upgrading your call centre to incorporate a bespoke, virtual solution, simply makes sense. The business benefits from a customer service perspective are huge. It costs little to install, in fact you’re probably already equipped with the necessary hardware (a single phone & PC/laptop per agent, with access to the internet) and the flexibility associated with this type of setup, allows staff to work on-demand from home, in the office, or across multiple sites.
