Looking for Scalability in Your Customer Care? Consider the Virtual Call Center
February 10, 2012
By Susan J. Campbell
, TMCnet Contributing Editor
There’s a movement taking place in the call center space. Companies the world over are moving their extensive, premise-based systems to a virtual call center deployment. Contactual (News - Alert) is playing an integral role in this movement, picked out by call center experts for its ability to deliver multi-site support, reliability, scalability and ease of use.
According to this Contactual datasheet, there are a number of customer advantages delivered in the virtual call center. Deploying this type of solution can eliminate the expense associated with hardware, software, training and administrative costs. Contactual offers a full-featured, enterprise-class contact center solution that avoids the headaches that tend to accompany on-premise equipment.
The implementation of the virtual call center ensures complete functionality without upfront capital expenditures. There is no hardware to configure or maintain, rendering the virtual call center one of the easiest cloud-based deployments. Organizations need nothing more than a phone and a high speed Internet connection to get agents online and ready to cater to customer needs.
Making promises that the virtual call center will address all customer care needs is not enough to dominate the market, however. Contactual has to be able to back up its claims with leading edge technology. Fortunately, the provider does just that with innovations such as its multimedia interaction router to enable skills-based routing throughout all media times, delivery of communications across all channels, interaction management, voice routing, multimedia routing, queue capabilities, customizable announcements and virtual agent extensions.
This virtual call center solutions provider also ensures the delivery of real-time reporting and monitoring through clear visibility into real-time load and current agent activity, SLA compliance monitoring, real-time service level alerts, integrated historical reporting, detailed and aggregated agent and queue reports.
Don’t forget the importance of call recording and monitoring. Your virtual call center falls short of expectations unless you have access to live monitoring of calls in progress, quality and compliance call recording capabilities, recording on demand, retrievable recordings and secure bulk recording downloads. A quality virtual call center solution will also pay attention to email management, computer telephony integration, Interactive Voice Response (IVR), chat, collaboration, desktop sharing, case and contact management, a knowledgebase, FAQ, easy Web administration, and a multimedia switch.
The typical call center has a number of different balls to keep juggling in the air in the hopes of staying within budget, productive, efficient and performing at expected levels. Only virtual call center solutions that support these efforts should be considered for deployment. Contactual’s offering extends expertise and experience in the field, as the company consistently improves its product line to meet the needs of key players the market. Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Chris DiMarco