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?
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.
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.
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.