Virtual Call Center

Companies often get ahead of themselves in marketing campaigns as they advertise their product with a special offer and ask customers to respond to a toll-free number. After these marketing campaigns, there is a great influx of calls. Unfortunately, most companies cannot handle these calls because they do not have enough agents or adequate call center software to handle the volume of calls. Vendors miss out on a large portion of their customer base because they do not provide themselves with the resources that they need to expand and handle the increase in clientele. This is where virtual call center software comes in.

Virtual call center software helps companies handle significant amounts of ingoing or outgoing calls. It ensures that customers do not have to wait longer than a designated amount of time before talking to an agent, which helps prevent abandoned calls. Virtual call centers are inexpensive but efficient, as opposed to call center outsourcers which many companies rely on. Call center outsourcing is when companies hire extra agents to handle calls- but this is both expensive and unpredictable because companies do not know how many extra agents to hire and whether or not the expenses of hiring them will even out in the end.

Transera is one of the best virtual call center companies today. Their innovative software-as-a-service (SaaS) solution improves customer service and reduces the overall cost of operations. Transera’s on-demand call center software offers a centralized global queue, reducing the abandoned call rate to less than 5% because it makes sure that customers do not have to wait for a long period of time before talking to a real agent. Transera also matches customer needs with qualified agents so that callers talk to product-specific agents. Customer data is presented to the agent on a screen, which reduces call handling times. This increases call efficiency, sales, and overall customer satisfaction.

Transera claims that their virtual call center software dramatically increases revenue and profits. It is a productive solution that companies should not hesitate to adopt. Their SaaS call center product is the future of call centers because Web 2.0 is expanding the capabilities and overall performance of call center operations. Transera is at the front of this trend.

Transera has many awards to back up their claims, including the 2009 Customer Interactions IP Contact Center Technology Pioneer Award and the 2008 Communications Solutions Product of the Year. To find out more about Transera and their virtual call center software, go to their website. On their site,  you can view webinars or online demos that explain their software.