{"id":129107,"date":"2024-08-29T21:43:43","date_gmt":"2024-08-29T21:43:43","guid":{"rendered":"https:\/\/www.techrepublic.com\/?p=4257909"},"modified":"2024-08-29T21:43:43","modified_gmt":"2024-08-29T21:43:43","slug":"is-a-virtual-contact-center-viable-for-busy-companies","status":"publish","type":"post","link":"https:\/\/cloudnewshub.com\/?p=129107","title":{"rendered":"Is a Virtual Contact Center Viable for Busy Companies?"},"content":{"rendered":"
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Virtual contact centers leverage cloud-based VoIP technology<\/a>, enabling high-volume communication from any internet-connected device. They combine advanced call handling, routing, analytics, agent management, and queueing into one user-friendly platform.<\/p>\n

All while enabling the people who use it to make and take calls \u2014 or manage the system \u2014 from home, a coffee shop, a hotel room, or their desk at work.<\/p>\n

<\/span>How to set up virtual contact center software<\/span><\/h2>\n

It starts with finding the right contact center software<\/a>. First and foremost, look for a solution that centralizes all the communication channels you use \u2014 voice, video, social media, email, and texting to name a few.<\/p>\n

Beyond that, it\u2019s a game of balancing the features you need with the budget you\u2019ve got.<\/p>\n

Some tools have advanced features for large teams, others are simple and streamlined for a handful of agents.<\/p>\n

After you\u2019ve signed up, you\u2019ll need to port existing numbers<\/a> if you have them \u2014 this can take weeks or months and severely delay the process if you don\u2019t plan for it. You\u2019ll also need to configure basic call routing<\/a> rules, set up call forwarding, and connect your CRM.<\/p>\n

Setting up a new system vs migrating from an existing one<\/h3>\n

Starting a new virtual contact center? The process is straightforward \u2014 most providers will guide you through each step.<\/p>\n

Migrating from an existing system is often more of a challenge. Especially if you\u2019re a large call center that has traditionally worked in an office.<\/p>\n

Your team will be new to working remotely and new to the software. With so much change happening at once, it\u2019s important to prepare to avoid disruptions. The best approach is laying out every step of the process before you start.<\/p>\n

The vendor should help you with this, but it\u2019s not as straightforward as starting fresh.<\/p>\n

When your new system is ready, test it with a few agents before rolling it out to the whole team. This way, you\u2019ll be able to troubleshoot and resolve issues without them affecting everyone.<\/p>\n

When done well, customers won\u2019t notice the transition.<\/p>\n

I also recommend budgeting more time than you think you need, especially if you have to move thousands of users or years\u2019 worth of data.<\/p>\n

<\/span>Onboarding virtual contact center agents<\/span><\/h2>\n

Setting up accounts for each agent is the easiest part of onboarding. With most virtual contact center solutions, it takes a few clicks.<\/p>\n

Training your team is far more time consuming and can take longer than you expect. This is true whether you\u2019re hiring new agents or training agents on a new system. It may require multiple training sessions, especially if you\u2019re leveraging advanced features they\u2019re not familiar with.<\/p>\n

It\u2019s easy to go through the motions and just check the boxes with a single large training session for the company.<\/p>\n

However, I\u2019ve had more success with small groups that give each agent enough time to simulate calls and use the platform as they would for an actual interaction. This ensures they know where everything is, have the chance to ask questions, and get some reps in.<\/p>\n

Providing access and training on the new platform is just the start. You may also need to purchase new equipment, such as headsets, desk phones, and smartphones.<\/p>\n

Lastly, you should have each agent test their home internet<\/a>.<\/p>\n

For standard calls, 0.15 megabits per second is all they need. For video calls, 3 Mbps is required. I recommend adding a 20-30% safety margin on top of that to account for other members of their household using the internet at the same time.<\/p>\n

Most residential networks offer sufficient speed and bandwidth, but a few may need to upgrade to ensure crisp call quality without lagging or echoes.<\/p>\n

<\/span>Advantages of a virtual contact center<\/span><\/h2>\n

Aside from ease of management and setup, there\u2019s a lot to like about virtual contact centers vs a traditional office setting.<\/p>\n

Cost efficiency<\/h3>\n

The most obvious benefit is cost. The system itself is far cheaper than an on-premise or hybrid contact center solution. But that\u2019s just the start. You\u2019ll also save on:<\/p>\n