Inside Virtual Call Center

Building or choosing call center software can be a very difficult task because there are many different types of virtual call centers and call center features to choose from. Most call center companies have the basic services, such as IVR and predictive dialing, but there are several other features that are essential to a call center. It is important to check that the company you are considering hiring offers those features. Here are five necessary features that you need to look for when choosing call center software.

1. Call Center Analytics

Simple data reports and charts do not suffice if your company needs comprehensive information about how your company is doing and what you can change to make it better. There are interactive tools that can process and analyze data, allowing users to identify issues faster, measure performance, and make the right decisions related to their business. These advanced tools have dashboards and visualization features so users can compare data, interpret information, and look at brief overviews. Also, users can monitor trends, KYIs, and performance issues. Call center analytics are so much more than the typical reporting services.

2. Workforce Management

Agents are the most expensive resource for a company and managing them is extremely important. Optimizing an agent’s performance is key to increasing a company’s revenue and reducing operating costs. Workforce management integrated with a call center allows administrators to view and manage agent’s availability and performance variables. Admins can also analyze call patterns to forecast future call volume, create work schedules based on the forecasted call volumes, and generate reports that display schedule changes.

3. Call Recording

Call recording is a very useful call center feature because companies can extract a lot of useful information from recorded calls between agents and customers. Businesses can improve customer service by measuring performance and working with agents on their phone decorum. Also, they can follow up on legal issues because today there are many corporate governance policies that companies have to be aware of. Call recording is a helpful feature of call center software.

4. Compliance Management

There are many regulatory laws for call centers and the failure to comply with these laws could lead to litigation and a decrease in customers. Investing in a call center with compliance management features is well worth it to avoid complicated legal situations. They help you make intelligent decisions and follow the law. For example, there is a global list of Do Not Call numbers and there are certain HIPPA and PCI Security Standard requirements. Compliance management will help ensure that data is stored and sent safely and that dial settings comply with the specific requirements.

5. Script & Call Flow Designer

The process of collecting and organizing information is time-consuming and can be complicated. A script designer makes sure that all information is retrieved and put away in the database where it belongs. It also validates data and makes sure that it is entered correctly. Also, the script and call flow designer facilitates individual script settings for each particular campaign.

So, when your company decides that it needs call center software- check its features before you make a purchase. Make sure the call center software comes with more than the basic IVR and dialing abilities. The five listed above are important and essential and sure to save your company a lot of time, money, and effort.

Technorati Tags: call center analytics, Call Center Software, call recording, compliance management, script and call flow designer, Virtual Call Center, workforce management

Kingsdale Shareholder Services, a strategic capital and business solutions provider, decided to answer their growth by installing Five9’s Virtual Call Center Suite.  Kingsdale Shareholder Services was created by Kingsdale Capital Corporation, a global financial services firm, because of the growing importance of shareholder service providers.  The Kingsdale Shareholder Services staff has to frequently call clients and proxy voters, to explain the voting processes.  Staff members have to make up to thousands of calls per client, which can be a long and grueling process because they have to manually dial each number since they did not have a call center solution.

Kingsdale Shareholder Services decided to implement the Five9 Virtual Call Center to help them handle outgoing calls.  They were growing rapidly and started signing multi-billion capitalization companies which required thousands of calls. The new call center helped them handle the influx in call volumes, which ultimately helped them grow and expand their services.

Five9, a leading on-demand telemarketing and call center solutions provider, offers predictive dialing, which helps avoid blocked numbers or busy signals.  This saves time and money as agents do not have to manually dial numbers.  Also, agents can avoid dead end calls. Five9 is ideal for rapidly growing companies that need to handle more outgoing or ingoing calls.

Five9’s virtual call center was a success at Kingsdale Shareholder Services.  They were able to increase their daily outbound calls from 500 to over 5,000 with the new call center.  This helped Kingsdale double their customer base in one year.  Mayu Baba, a Kingsdale Shareholder Services employee, was very pleased with the call center implementation.  He said, “We felt that the Five9 solution provided the features we were looking for – predictive dialing, reporting, call monitoring, and high-quality VoIP – at a price point we could afford.”

Five9 installed the call center in a few days, as opposed to the months or weeks that Kingsdale expected.  Kingsdale saved money with Five9 and accordingly they were able to double the number of agents that they had on staff.  Training is faster and easier with Five9’s call center.  Kingsdale completely customized the virtual call center.  Their company grew significantly because of it.

Baba said, “The overall impact of the Five9 solution has been very positive for Kingsdale Shareholder Services,” said Baba. “It has allowed us to offer new value-added, personalized services to our clients such as offering dedicated 1-800 lines, and increase efficiencies enabling us to double our customer base and number of call center agents in just one year, while maintaining the stellar client services that we are known for.”

Users can build their own call centers with the help of Five9’s informational webinars, which can be found on their website.  Five9 can also provision business call centers in as little as 48 hours.

Technorati Tags: call center solutions, five9, kingsdale shareholder services, Predictive Dialer, telemarketing, 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

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

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

CallFire has been providing a number of services for small businesses as it offers a wide array of call center and voice solutions which specifically address the needs of SMBs. In addition CallFire provides unique Voice Broadcast services which provide voice updates to customers to help boost sales.

This feature enables agents to easily reach out to a number of prospective customers for a new product that they may be offering or a new promotion that customers may be interested in. This allows customers the opportunity to benefit on deals many customers may have not usually known about. CallFire’s Voice Broadcast Services allow businesses to easily and quickly promote their products to provide the best returns on their promotions.

CallFire’s advanced voice broadcast technology is capable of sending text messages as well as voice messages to customers. Also, CallFire is capable of leaving a message ensuring that customers will get the message.

With its easily usable and highly affordable solutions, CallFire’s products are definitely something many companies should consider. Their new innovative products can provide companies with the competitive edge necessary in order to capitalize effectively on many prospective customers. For more information on CallFire products, you can read the full article found here.

Technorati Tags: CallFire, Virtual Call Center, Voice Broadcast, Voice Technology

Five9 announced that its virtual call center suite was selected to receive the “Product of the Year” award from SearchCRM.com. This award recognizes Five9 as a leading provider in on-demand call center software. Its virtual call center suite is noted for its robust functionality and ease of use.

Five9 is delighted to be rewarded with this award. With the amount of investment it dedicates to its products, its nice to see that it has paid off. Five9 is honored to be recognized for its committment to delivering high quality and innovative products. With the continued improvements and innovations in its software, companies should continue to expect high quality solutions from Five9.

To learn more about Five9 solutions, you can read the full article found here.

Technorati Tags: Call Center Functionality, Predictive Dialer, Virtual Call Center

As companies continue to look for cost savings, the interest in establishing virtual call centers continues to grow. Virtual Call Centers are experiencing increased interest from a number of different industries and Virtual Call Center providers are providing solutions that continue to meet the needs of new customers.

With a number of useful and advanced features, virtual call center agents can continue to be as productive working from home. Inquiries from prospective virtual call center buyers continues to grow as companies become interested in how these solutions can benefit their existing businesses.

 The popularity of at home call centers continues to increase dramatically as people being to recognize the benefits associated with establishing virtual call centers. For more information on this increasingly popular technology, you can find the full article found here.

Technorati Tags: At Home Call Centers, Call Center Agents, Virtual Call Center