Are you looking for a virtual phone system for your call center for high-quality customer service?
You might have heard about virtual phone systems, but you might not know their benefits for your call center.
This article will explore the top six benefits of virtual phone systems for call centers. We will look at how these systems can assist call centers in raising their efficiency, flexibility, and customer service.
Without wasting any time, let’s dive into the article.
What is a virtual phone system?
A virtual phone system is a cloud-based phone system that utilizes VoIP (Voice Over Internet Protocol) technology to make and receive phone calls. It doesn’t require traditional phone lines and on-premises hardware setup. It has helped many businesses streamline their operations.
Benefits of Virtual Phone Systems for Call Centers
Cloud-based virtual phone systems offer several advantages for contact centers. Let’s briefly discuss the benefits of virtual phone systems in this section:
1. Improved Call Management and Efficiency
Virtual phone systems have several features that improve the management of outgoing and incoming calls. Those features are:
Call Routing and Distribution
Based on predefined rules, virtual phone systems automatically direct calls to the most appropriate agent or department. It ensures that callers reach the right person quickly, reducing the need for transfers and improving call handling.
Queue Management and Wait Time Reduction
The call queuing feature of a virtual phone system helps in queue management and wait time reduction. With these features, incoming callers are kept in a virtual queue at the busy time. The calls are transferred whenever a caller center agent is free or is done with other incoming or outgoing calls.
Automatic Call Forwarding and Transfer
Calls can be automatically forwarded or transferred to the right agent or team, eliminating manual handling and reducing the chances of mishandling or losing calls. Call center agents can also have their calls forwarded to their preferred devices, ensuring they can stay connected even when away from desk phones or their desks.
Integration With CRM and Other Systems
Virtual phone systems can seamlessly integrate with Customer Relationship Management (CRM) platforms and other call center software. This integration allows customer service agents to access customer information and call history.
2. Enhanced Customer Experience
Virtual phone systems can improve the customer experience in several ways. Some ways are described below:
Personalized Greetings and Prompts
Imagine a customer calling you. And they heard the greetings messages at first; doesn’t it create warm and hospitable first impressions? The answer is obviously yes.
And a virtual business phone system allows a few virtual call center agents to customize greetings and prompt messages suited to each customer’s needs, enhancing the customer experience with businesses.
Self-Service Options and IVR Capabilities
A virtual phone system has inbuilt IVR features and a self-service option. IVR (Interactive Voice Response) features allow callers to navigate menus and contact appropriate departments. Likewise, customers can gain the required information through the self-service option without talking with the company’s representative from the FAQs and online discussion forums. It helps reduces wait times and increases efficiency.
Call Recording and Quality Assurance
The call recording feature allows a call center to record every interaction with valuable customers. A call center can use these recordings to train new staff and settle disputes. And an analysis of these recordings will help a call center identify areas for improvement.
Omnichannel Communication Support
A caller can interact with a company through several communication channels like SMS, email, phone calls, live chats, and social media per the caller’s convenience since a virtual phone system supports an omnichannel communication platform.
Efficient Handling of Customer Inquiries and Complaints
The virtual phone system eliminates the possibility of unreceived calls. Most virtual phone systems include advanced call routing and queuing features. It means that when all the call center’s agents are unavailable or busy on another call, the call is placed on the queue and forwarded to another agent as soon as he is available.
It gives customers the impression that their calls will be answered and their inquiries and complaints will be heard, improving customer satisfaction and experience.
3. Scalability and Flexibility
Any small or large-scale industry should be scalable and flexible to meet the growing market needs and expand its operations.
Now let’s see how a virtual phone number benefits a call center in terms of scalability and flexibility:
Easy Scalability for Call Center Growth
With a virtual phone system, a call center doesn’t need to worry about its growing call volumes and business expansion. The call center can relocate or buy a new phone number without the necessity of physical hardware installations. This makes scaling up operations easier.
Remote and Distributed Workforce Support
Cloud-based virtual phone systems permit a call center to form fully remote teams. Your employees don’t need to come to the office daily to work under one roof together; instead, they can work from the comfort of their homes as long as they have an internet connection.
Moreover, you only need a good internet connection to keep your employees on track working in multiple locations.
Quick Setup and Configuration
A virtual phone system is easy to set up. The setup process and configuration of the virtual phone number completes in a few steps.
Step 1: Sign up for a VoIP phone service
Step 2: Enter your details.
Step 3: Choose the country and the virtual phone number.
Step 4: Make a payment or choose a free trial.
Seamless Integration With Existing Infrastructure
You can seamlessly integrate your virtual phone number with existing tools like CRM (Customer Relationship Management), helpdesk software, and e-commerce sites. It allows you to access necessary customer details whenever you want.
Adaptability to Changing Business Needs
Virtual phone systems offer complete customization options for a business. A company can implement new or cut-off features to adjust to changing business needs whenever necessary.
4. Cost Savings
A cloud-based virtual call center phone system and number aids in saving the cost of a call center in the following ways:
Reduction in Hardware and Maintenance Costs
A virtual phone system is cloud-based. Hence, it doesn’t require the installation of hardware like phone cables and wires like traditional phone systems. Moreover, a virtual number buyer doesn’t need to spend a fortune on maintenance. The service provider itself will do all the maintenance.
Lower Telecommunication Expenses
Telecommunication expenses include the expenses related to both phone calls and internet connection. You need to pay for phone calls and the internet charges separately in the traditional phone system.
While in the virtual phone system, you will make calls over VoIP, lowering telecommunication expenses. The research done by the IDC indicates that implementing the VoIP system has reduced telephone-related charges by 30%.
Lower Staffing Requirements
Self-service options and IVR features are available in a virtual phone system. Due to these features, a caller can obtain necessary information without staff involvement. Hence, a call center can cut off staffing needs in these sectors, ultimately saving costs.
Pay-as-you-go Pricing Models
In the virtual phone system, you can pay the charges as per the pay-as-you-go-pricing models. It means you don’t need to load credit beforehand like in a prepaid phone system. You also don’t require to visit a telephony service provider’s office to pay high phone bills like in a postpaid phone system.
5. Improved Analytics and Reporting
Improved analytics and reporting are among the benefits of virtual phone systems for call centers.
Real-time and Historical Call Data
With the help of virtual phone technology, a contact center can collect insights into real-time and historical call data such as total outgoing and incoming calls, call volumes, call duration, and call forwarding.
Performance Metrics and KPI Tracking
One of the best features of the virtual phone is the performance metrics and KPI (Key Performance Indicator) tracking. Call centers can set their KPI score and performance metrics to track agent productivity and analyze customer experience in real time.
Customizable Dashboards and Reports
Agents at call centers can customize dashboards and reports that provide detailed information about call center operations, displaying relevant metrics and reports according to their preferences.
A virtual phone system has various features and functions that provide statistical data about company operations, which managers can use to evaluate staffing, resource allocation, scaling up or scaling down, customer service strategies, etc.
6. Compliance and Security
Virtual phone system follows the regulations and laws of the country where it operates and employs some security measures. Check the description below to know more about it.
Virtual phone system encryption works using the SRTP (Secure Real-Time Transport Protocol) and TLS (Transport Layer Security). Thus, all the information shared in the virtual phone system is protected with encryption methods.
With data encryption features, hackers cannot intercept your confidential data. Even if data gets intercepted by hackers, they can’t decipher it. It means your privacy and security go hand in hand with an encrypted virtual phone system. However, you must ask your service providers if they provide data encryption features.
Most virtual phone system complies with regulations like the General Data Protection Regulation (GDPR), Telephone Consumer Protection Act (TCPA), and the California Consumer Privacy Act (CCPA).
To conclude, a virtual phone system provides several benefits for a call center, from cost saving to improving call management. It is an affordable, safe, reliable, and convenient option for a call center aiming to expand its business locally and abroad.
It encompasses various advanced features like IVR, integration with other tools, call routing, call recording, live call monitoring, and many more, all of which contribute to the smooth operation of the call center.
By considering all the above benefits and features, a virtual phone system looks like the best choice for a call center.