Is hiring virtual call center agents easy?

Hiring a virtual call center agent is not easy, as the process might take a lot of time and effort, It requires a professional HR team to take care of the process and can create difficulties if the agent’s position is not filled quickly.

How to start a virtual call center?

The first step in starting a virtual call center is to establish the exact business needs, the type of services, and the amount of customer communication. These are the core points for choosing a virtual call center vendor.

How to get vendors for a virtual call center?

To select a perfect virtual call center vendor, a business needs to establish its exact needs for customer communication — the number of languages, the level of service flexibility and security, and the amount of people on the team.

What is the average cost to run a virtual call center?

It varies on each business’ demands. To find out more about SupportYourApp pricing, write to us at hi@supportyourapp.com.

Virtual call center, how to customize?

There are several ways to customize a virtual call center team: through as many languages as possible, through representatives from different countries, and through variable degrees of security.

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August 26, 2021 by SupportYourApp

Virtual Call Center: Support Your Business with a Reliable Vendor

Table of Contents

What is a virtual call center?

A virtual call center is a customer service team that takes calls over the Internet. Its members do not usually work at the same single location. It is a perfect solution for businesses that provide phone customer support.

Virtual call centers are enabled by an Internet VoIP technology. It allows remote call centers’ operators to service customers from different countries and with different needs.

Virtual call center solution: what tasks can be performed by a team?

When it comes to a virtual service center, there are several tasks a team can perform.

Virtual call center: technology and AI implementation

An experienced virtual call center service provider knows everything about the tools, equipment, and technology that can be implemented for an efficient telecommunication. AI and technology can improve the quality of customer communication, if leveraged correctly.

For example, AI can find the most popular virtual call center customer support inquiries and help compile FAQ sections that can either assist customers in finding the answers themselves or the support representatives provide the answers faster.

Taking care of in- and outbound calls

Customer communication takes a lot of time and effort. Moreover, it takes specific knowledge on the ways to connect and communicate with customers to keep them from churning. To be able to provide top-notch virtual call center services, the professionals have to:

Learn the ins- and outs of positive language and communicate with the customers in accordance with these rules.
Know the product to the best extent.
Understand what the customer base requires.
Be perfectly integrated into the team of the company they support.

Following these points will allow a virtual call center team to provide the best services no matter how far they might be from their clients.

Virtual call center for small businesses

Unlike big enterprises, small businesses might feel lost and not know what they need to scale. True professionals in the field could help a business of any size to streamline customer communication and the processes surrounding it.

With 96% of customers saying the quality of customer communication is affecting their choice of brand, it is easy to see how a professional virtual call center team could help them grow in no time.

By establishing and leveraging good virtual call center services, small businesses might not only gain more customers, but establish their brand voice and tone of communication.

What businesses would benefit from virtual call center companies the most?

E-commerce

Businesses operating in e-commerce can not provide superb customer service without an in- and outbound call center. With 89% of people turning to a business’ competitors after a bad experience, it is tough to underestimate the importance of a virtual call center team.

We at SupportYourApp have established core rules of communicating with e-commerce customers:

Be friendly and always demonstrate a customer-centric approach, no matter what mood the customer is in.
While providing the service, use positive language.
Dedicate as much time to each customer as needed.
Learn to manage big inflows of communication and information.
Implement active listening.

Taking all these steps helps our support teams be 100% efficient no matter the customer they face. Our approach to virtual call center communication is what distinguishes and defines us.

Tech companies

Virtual call centers resolving tier 1 customer tickets can bring a lot of value to any tech company’s services. It can take a lot of pressure off of developers and QA engineers, as virtual call center agents will be able to resolve at least the easiest and most common customers’ issues like resetting passwords, providing them with basic information, or answering the most common and easiest questions.

SupportYourApp has a decade of experience in providing support services to tech companies. We learn the product inside-out and make sure the entire team has up-to-date information on all product updates. This helps us ensure our constant 95% customer satisfaction KPI.

Telemarketing companies

Global businesses lose up to $75 billion due to poor customer service. With virtual telemarketing being in the core operation for a lot of businesses, providing good virtual call center telemarketing services becomes crucial for their success.

A telemarketing team can shift a business attitude towards proactive, which is just what the customers need — 75% of customers feel their perception of the brand improve after a business starts acting proactively. This, in part, forms their loyalty. And loyal customers tend to spend 67% more than first-time buyers.

Establishing good connection with customers is the number one priority for our support teams. We know how to talk to the customers and how to ensure the best connection in the first 30 seconds of communication. We always know how to find an approach to any customer and how to deliver the best service in any situation.

Benefits of the virtual call center

Route and escalate the calls
It is clear — virtual call center service teams cannot take care of absolutely everything. They need to know how and to whom to route and escalate difficult customer tickets, for the issues to be resolved fast. While some businesses opt for the services of a virtual receptionist to perform this task, a virtual call center team can take calls from more customers, making the process more efficient.

Escalating the calls might not be as easy as thought. For the process to go smoothly, all the following points should be checked:
- A virtual call center team should know how to inform the customers about the need to escalate their requests. They should estimate the time the resolution would take and follow the customers up in case it takes longer than expected.
- A team should know the product and the other teams inside the company they support. This way they will escalate the tickets to the correct professionals and decrease the resolution time.
- Everyone who provides virtual call center services should know how to resolve the easiest issues customers might face. This way escalation will be executed only when needed which would free up resources of the development team.
Never miss another call

Why hire a virtual call center for phone? Acting management would say — to decrease the amount of missed customer service calls.

80% of all business communication happens over the phone. 85% of the customers will never phone back if their call is not answered right away. A virtual call center service could prevent the revenue from slipping by answering 100% of business calls.

For businesses aiming to not only earn, but save money, there is no better solution than a virtual call center service.
No limitations (geographically)

68% of customers say the key to a great experience is a polite virtual call center representative. 30% of customers say the most important point about support services are polite and friendly support representatives. Hiring the people who would fit this profile is not an easy task.

With no geographic limitations to the process, a business is free to take more time to choose the people that will take care of their customer communication. This will allow the businesses to be as flexible and versatile as the service requires.
Fast scaling and mobility

Scaling an in-house team might be difficult. It is especially evident during hot seasons when customer communication scales fast and unpredictably. Virtual call centers, on the other hand, can be increased without a lot of hassle, mainly because a business can outsource the process of hiring and onboarding the newcomers to a third party.

“Work from home” has also brought some changes into the virtual call center services and processes. Now, the team has to be as mobile and flexible as possible. At the same time, the team should know how to make a good impression, as 73% of customers a memorable experience is what makes them stick by a brand in the first place.

For an in-house team, reaching the same level of scalability and flexibility provided by a virtual call center team is very tough, so why bother at all?
Secure virtual call center services
Around 66% of customers will provide their personal data in exchange for a better service quality. While gathering data is the easy part, managing them securely might be difficult:
- A business has to obtain security certification and ensure compliance with various policies.
- Secure working conditions should be provided for the entire customer-data-facing team.
- Soft- and hardware should be updated regularly in accordance with security requirements and policies.
It would be easier and cheaper for a business to hire a virtual call center services team, than to make sure all these points are checked themselves.

SupportYourApp is PCI DSS Level 1 Service Provider and ISO certified, as well as GDPR- and HIPAA-compliant. We know how important secure solutions are for vr call centers or virtual call center platforms, and we are ready to provide them to businesses with any customer communication flow.

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Is hiring virtual call center agents easy?: Hiring a virtual call center agent is not easy, as the process might take a lot of time and effort, It requires a professional HR team to take care of the process and can create difficulties if the agent’s position is not filled quickly.

How to start a virtual call center?: The first step in starting a virtual call center is to establish the exact business needs, the type of services, and the amount of customer communication. These are the core points for choosing a virtual call center vendor.

What is a virtual call center?: A virtual call center is a team that takes care of customer communication while working from anywhere in the world. The service is provided over the Internet.

How to get vendors for a virtual call center?: To select a perfect virtual call center vendor, a business needs to establish its exact needs for customer communication — the number of languages, the level of service flexibility and security, and the amount of people on the team.

What is the average cost to run a virtual call center?: It varies on each business’ demands. To find out more about SupportYourApp pricing, write to us at [email protected].

Virtual call center, how to customize?: There are several ways to customize a virtual call center team: through as many languages as possible, through representatives from different countries, and through variable degrees of security.