Are you interested in starting a virtual call center but don’t know where to start? In this guide, Clarity Voice Systems will walk you through the basics, from choosing your software to onboarding your team. By following these simple steps, you’ll be on your way to running a thriving virtual call center.
The concept of virtual call centers is not a new one. For years, companies have been using remote employees to help with customer service, telemarketing, and other tasks that can be done anywhere. Virtual call centers are simply the next logical step in this trend.
But, first things first:
What Exactly Is A Virtual Call Center?
A virtual call center is a customer service center that uses cloud-based technology to route calls and manages customer interactions. This call center allows agents to work from home or from anywhere in the world with an internet connection.
The apparent benefits of using a virtual call center are lower overhead costs and the ability to hire agents from anywhere in the world. Now that we’ve got that out let’s get started!
Choose A Focus For Your Virtual Call Center
The starting point for any new business should be to niche down and choose a market or industry to focus on. The same is true for virtual call centers.
Different businesses can benefit from a virtual call center, but choosing one (or a few) to focus on is essential. While on it, you can ask yourself a couple of questions. For instance, will you be inclined towards outbound calls or inbound calls? Do you want to work at a sales call center or provide customer service? What type of businesses would you like to help?
Once you’ve decided on a focus, you can move on to the next step: choosing your software.
Choosing the right call center software
With technological advances, several software options are now available for call centers, both big and small. But, with so many options on the market, you’ll need to identify your needs and priorities before choosing the right software for your business.
The three main types of call center software are:
Inbound call center software – These are designed to help businesses that receive a high volume of inbound calls, such as customer service call centers.
Outbound call center software – As the name suggests, outbound call center software is designed for businesses with a high volume of outbound calls.
Blended call center software – Blended call center software is a combination of inbound and outbound call center software. It’s designed for businesses that handle both types of calls.
Set Up Your Call Workflow
A mind map or flow chart of how you want your calls handled is crucial for any call center. But, it’s vital for virtual call centers, where you won’t have the luxury of being able to see what’s going on physically.
Therefore, having a workflow enhances the response to customer queries, and any dissatisfied feedback that might come in can quickly be channeled to the right people.
Recruit A Call Center Agent Team
Now that you have your call center software, it’s time to start building your team of call center agents.
When recruiting remote call center agents, the process is primarily the same as hiring any other employee. However, there are a few key differences that you should keep in mind, such as the need for clear and concise communication. Since your agents may be operating from different time zones, discipline and good time management skills are also essential.
You could also consider purchasing a tracking software that captures all data related to customer interactions, including call duration, number of calls, and average handle time. This data can help you identify areas that need improvement and track your team’s progress.
Find Clients That Need Your Services
Finally, you’ll need to start marketing your virtual call center services to potential clients. The best way to do this is by targeting businesses in your niche likely to need your services.
By identifying the needs of your target market, you can tailor your marketing strategy to appeal to them. Some marketing channels you could consider are email marketing, content marketing, and social media marketing.
That’s it! By following these steps, you’ll be well on setting up a thriving virtual call center.
Following the steps above, you can set up a successful virtual call center offering excellent services to businesses in your niche. Having a clear focus, choosing the right software, and setting up a good workflow is essential for any virtual call center. Finally, remember to market your services to potential clients so that they are aware of what you have to offer.