How To Increase Your Customer Satisfaction With Virtual Call Center | GetCallers

A Virtual Call Center is a customer service call center where there are no agents who answer support calls in one location. In different locations, maybe people are working from home or offices of the different places at a time; these are all connected by the program of Virtual Call Center.

Virtual Call Centers are for companies that provide support to clients in different time zones and look to reduce the overhead costs for the central office. The use of call centers to provide phone support, both outbound and inbound is not new. However, there have always been issues associated with this policy that can be combined with a virtual contact center.

1. INAPPROPRIATE WORKING HOURS. 

Many companies have clients all over the world, but many do not have offices everywhere. The result is limited business hours in any given location for a local call center. If clients are unable to reach your business, it is difficult for them to get support.

2.   STAFF TURNOVER.

 It is important to give employees on the phone some flexibility. Sometimes giving your clients home options can increase your retention. This will prevent combustion of the agent, happy clients, reduce the cost of employment and train new employees.

 Enhancing Communication: Managers need to communicate with their team as much as possible, set an example by example, and keep everyone informed. Keep supporting your remote employees by checking in and making sure they are in touch with everyone on the team.

 3. IMPROVE VISIBILITY:

 Focus on your employees ’performance, look for training opportunities, and fill gaps in training - so your virtual team works like a dream team machine. Support your team by strengthening the relationship with other departments such as sales and marketing.

Building a relationship: Keep your team connected by bringing them into clients' haven in the office with opportunities to shade, build a team, lunch, dinner, meet and welcome, or happy hours.

4.  MAKE IT FUN:

Reward and acknowledge your team. Celebrate employees who go above and beyond with a small gift card or any token to show your appreciation for their hard work.

Choose the right tools: No matter where you work, consider tools that will help your team better work together - such as tablets, headphones, phone upgrades, messaging tools, and video conferencing.

VIRTUAL ENVIRONMENT BENEFITS:

For employers, switching from a traditional call center to a virtual call center model boasts a number of advantages. Rental and operating costs are reduced due to the less space required for workers. The employee turnover rate is reduced by up to 25% which results in lower recruitment costs and the expansion of the total available call center agents, as there are no longer any geographical employment restrictions.

Likewise, the virtual environment is an attractive opportunity for many dealerships. It reduces travel time, saves transportation costs and hours are often flexible, leading to a better work-life balance. The remote call center software is spread out, but that does not mean that all solutions are created equally.