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Virtual Call Centres provide businesses a route to easily give great customer service. A Virtual Call Centre breaks down the constraints that have previously existed regards having enough space in a given location or more commonly recruitment issues that can exist within certain areas. A Virtual Call Centre allows your staff and managers to be based anywhere – be it from home, a branch office or even field based. Virtual Call Centres are made up of many components, some technology providers have managed to get all the technology components required to work as a single solution. The main components are: IVR (Interactive Voice Response) This is the front end of most call centres, it will ask the caller to select which department they require, collect information such as account number and security PINS and also provide a level of automation so that a percentage of callers will “self serve” and not have to speak with a call centre agent – Tasks such as balance requests, meter readings, PIN resets etc.. Once the IVR has done its job we usually move onto the ACD. ACD (Automatic Call Distributor) This is the hardware and software that routes the inbound calls to the call centre agents based on many variables. These variables could be which agent has been waiting the longest since their last call, it could be dependent on the information that you have entered in the IVR previously i.e. the IVR may have identified you as an overdue account and placed your call with the collections team, the ACD can even route calls to agents based on their skill set to deal with a particular type of customer. The ACD is also responsible for queuing your call and ensuring that you “hang on” as long as possible to wait for a resource to become free. In a nutshell the ACD makes sure your call gets to the right place in the shortest possible time frame. ACD is OK for inbound calls, what about Virtual Call Centres that need to place large volumes of outbound calls? Automated Outbound Diallers Automated outbound diallers ensure that outbound contact with customers is both structured and controlled. Typically a list of required calls is loaded into the dialer and then the system will automatically call the number required and “present” the ringing call along with a “pop up” on the call centre agents screen with the callers details and what the call is regarding. The call is completed and the agent will fill in the details of the call and close it off. The next call is then provided…. Call Recording & Reports Obviously with all of the above going on, maybe in unconnected locations with home workers, branch offices, inbound, outbound etc… it is important that you have detailed views of what is happening both in real-time and historically. It is important that your Virtual Call Centre system can provide you with details on every call regards how it was routed, how long calls were in queue, which agents are performing the best, who needs help etc.. All calls both inbound and outbound should be recorded for quality and monitoring purposes. The above is just a snap shot of the high level components that make up a Virtual Call Centre.
Article Source: http://www.gambling-articles.org
Virtual Voice Services provides a range of hosted telephony based solutions such as virtual call centres that can help you increase sales and ensure that you have satisfied customers whnever they contact you.
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