Inside 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.

Technorati Tags: Call Center, Call Center Solution, Call Center Technology, On Demand Call Center, transera, Virtual Call Center

Growing environment concerns as well as slashed company budgets have started a new trend within companies. Companies struggling to deal with these concerns have leaned towards more convenient and efficient methods of getting work done.

Virtual home offices are becoming a popular alternative to the company office. With a lot of technology being made to facilitate this new trend, companies are quickly capitalizing on it. By allowing workers to work from the comforts of their own home, employers are quickly seeing the benefits. Capital costs such as electricity and other expenses are saved as well as employee commute costs. Working virtually from home provides many benefits for both the employer as well as the employee.

With Virtual Call Center Software, the same level of customer service can easily be carried out through the comforts of the employee’s home. In addition, improved employee morale may actually provide a boost to customer service capabilities. With cost cutting and improved customer service, other companies may decide that this type of business model may also work for them.

Technorati Tags: Customer Service, Virtual Call Center, Virtual Office

With the airline industry continuing to post slumping sales figures, airlines need to come up with new ways to draw in and keep customers. With notoriously inefficient and confusing customer service provided by airline industries, improvement within customer service could be vital towards attracting and maintaining loyal customers.

Continental Airlines acted upon this perceived weakness in the airline industry by introducing its new Virtual Expert technology. With this solution, customers have around the clock support which allows easy interaction with customers in order to satisfy all customer inquiries that may come up. With this new technology, booking a flight has never been easier as all questions are quickly and easily answered by a qualified call center agent.

Customers would never know that there isn’t a human responding on the other line. This advanced technology has a programmed robot on the other line that is designed to emulate the voice of an actual human. With speech recognition as well as chat capabilities, this advanced robot can handle a vast majority of customer questions and provide quick and efficient customer service.

This Virtual Expert can handle a majority of the questions asked by Continental Airlines customers. With this new technology, customers are quickly satisfied as their questions are rapidly answered. Continental continues to maintain an advantage in the customer service arena over its other competitors as they continue to innovate and strive to provide the best service for its loyal customers.

Technorati Tags: Call Automation, Call Center, Customer Service, Customer Support

Call centers are traditionally very organized, very efficient ways of providing customer service. With the focus on efficiency and productivity at many call centers, the focus on the customer and their experience is often lost or forgotten about. With many call center to choose from, companies may often try to choose the most productive solution with the lowest cost. However, this may not always be the wisest choice as many different platforms offer a wide range of features.

One popular solution to consider is Contactual’s On Demand Platform. With Contactual, companies can quickly set up their call centers at a very low cost. For companies focused on developing the customer experience, Contactual is a great choice. Its comprehensive features enable companies to do a lot more than other traditional call center platforms.

Contactual provides the capabilities for call center agents to easily work from the comfort of their own home or anywhere as long as they have access to a phone line. In addition, Contactual provides integration with other CRM platforms to make it easy to fit into your existing CRM System. With Contactual, companies save money while simultaneously increasing productivity, providing significant benefits to the company.

With Contactual, a wide range of activities are easily carried out that could not be done with other traditional call center solutions. Many of Contactual’s customers have found unique ways of utilizing their software within their organizations. For more information regarding this advanced call center solution, check out Contactual’s website today.

Technorati Tags: Call Center, Call Center Agent, Customer Service

Call Centers continue to contribute to the increased efficiency of the current workforce. With the economy going in the tank, improving worker productivity is more necessary than ever before. Companies struggling to lower operating costs while maintaining productivity are looking for new ways to achieve these cost savings. Workforce Optimization is being an increasingly popular trend among growing companies.

Call centers continue to become a popular option for companies. These highly efficient customer service centers also have much room for improvement. Call center workforce optimization has experienced growth as companies continue to look for more efficient and less costly ways to conduct business.

Several call center platforms are available for companies interested in running call centers. Many call center platforms include comprehensive features which allow for easily optimized operations and provide significant cost savings over existing work processes.

One popular call center platform, Contactual On Demand Call Center, provides the rich features and capabilities necessary to smoothly manage all your call center operations. With a number of unique features and patents, Contactual provides its customers with features no other provider can offer.

The call center will continue to experience rapid growth as the recession continues. With its efficient operations design, call centers can become a very important component of many organizations in the future.

Technorati Tags: Call Center, Call Center Trends, On Demand Call Center

Connector-Plus recently decided upon CosmoCall to provide their contact center platform. Connector-Plus is a telecommunications solution provider that traditionally provides hosting and integration services to organizations in Mexico. By investing in the CosmoCall platform, Connector-Plus customers can now utilize the many features CosmoCall Universe has to offer without making large investments.

Connector-Plus assists customers in deploying call centers within their organizations. Connector-Plus has found its niche in providing its customers quick to deploy call center solutions that are easily outsourced. Connector-Plus stepped up to deliver these services and provides the necessary support and capabilities companies need to quickly get their call centers up and running.

With the CosmoCom platform, Connector-Plus is able to more easily manage its many customers. Now, a single system can manage all their customer call centers. There has been tremendous success with the CosmoCall services as businesses have enjoyed a reduction in telephony costs by 40% and operation processes have improved dramatically.

CosmoCom is being used in a variety of ways by a number of different companies in order to reduce response times and improve customer service. With CosmoCall, Connector-Plus is able to provide its customers with the capabilities necessary to address customer needs. This continued success shows that the relationship between CosmoCall and Connector-Plus should continue to grow in the future as they work together to provide top notch call center capabilities for their Connector-Plus’ many customers.

Technorati Tags: Call Center, Customer Service, Virtual Call Center

Five9 announced the implementation of its Five9 Virtual Call Center Suite by TMone who is a leading business process outsourcing company. TMone was able to successfully integrate Five9 Virtual Call Center with its Salesforce.com CRM suite in order to maintain the high level of customer service its call center agents have been able to provide. This has resulted in more business for TMone as their reputation lures more customers to them.

With Five9, TMone was able to enhance its existing Salesforce.com solution in order to provide even better customer service in a much more efficient fashion. Five9 was chosen for a number of factors including its scalability and reliability. Five9 has allowed TMone to achieve its record growth ever since its implementation.

TMone is able to provide reliable and superior customer service to its clients after the implementation of Five9. Its integration with Salesforce.com has allowed TMone to provide accurate information and consistent performance to its clients. The productivity provided through this integration has given TMone a competitive edge on many of its competitors, allowing TMone to continue its growth.

Five9 has helped to automate many of TMone’s existing tasks and simultaneously improving productivity. This frees up employees time and improves morale, allowing employees to be more dedicated to serving customers. As a result, customer service has greatly improved and the business has grown dramatically.

Technorati Tags: Call Center Suite, Salesforce.com Integration, Virtual Call Center Software

Angel.com has announced that it has released the newest update to its popular Virtual Call Center platform. Spring Forward, its newest release, is introduced as a product that puts the customer first.

Spring Forward is a solution that intends to improve customer service so that customers will continue to come back to you for business. Its features aim to improve the customer experience while increasing the efficiency in how calls are handled. With improved visibility over all that goes on within the call center, companies can make the necessary changes to improve upon areas that are deficient.

With the tough economy continuing to hit companies, it is very difficult for many companies to acquire new customers. This has made it essential for companies to retain current customers. Spring Forward helps companies maintain and improve upon existing customer relationships in order to keep them as loyal customers.

Key Functions of Spring Forward include:
- Customizable System prompts
- Voice Recognition Tools.
- Transfer Options
- Call Management

Technorati Tags: Call Center, Customer Service, Virtual Call Center Software

International food safety company, NSF-CMi, handles client inquiries from companies all over the world on all types of food-related issues. As a result, NSF-CMi’s call volume can be a lot larger than many companies are able to handle. This made it necessary for NSF-CMi to consider a variety of solutions in order to adequately address the inquiries in a timely fashion.

With thousands of calls and inquiries yearly, it becomes difficult to answer to and track progress of all of these inquiries in an efficient manner. In addition, with new regulations requiring the reporting of work injuries to NSF-CMi, they are forced to take on additional call volume. However, NSF-CMi has been able to deal with this in a relatively effective manner.

The key to maintaining a productive and efficient call center was to be organized and prepared, traits that NSF-CMi carried. With calls coming from all over the world, NSF-CMi uses a virtual call center solution to help facilitate the need for call center agents at different parts of the day. With this solution, agents are able to work from the comforts of their own homes, yet still being able to maintain the high levels of customer service and response necessary. NSF-CMi has discovered that maintaining a virtual call center has enabled it to keep up with the demands of its organization and provide great customer service at a low cost.

Technorati Tags: Virtual Call Center, Virtual Call Center Agent

In this time of economic uncertainty, which software products can help your company thrive in today’s tough economy? Virtual Call Center software is becoming an increasingly popular software amongst companies due to its low cost and the flexibility it provides for its users. Companies may not realize the benefits that are associated with virtual call center software. VIPdesk will showcase the benefits of virtual call center software in its live Webinar, “Leveraging the Virtual Call Center to Thrive in a Tough Economy”.

This free webinar will teach businesses how a virtual call center solution can assist them in achieving their goals. All businesses are looking to achieve the common goals of cutting expenses and increasing revenue. VIPdesk will help companies easily realize these goals in teaching viewers how to accomplish these goals with virtual call center software while also being able to increase customer service at the same time.

For more information on this presentation, you can find all the information here.

Technorati Tags: Call Center Benefits, Virtual Call Center, Virtual Call Center Software