Virtual Contact Centre Efficiency

What Is a Virtual Contact Centre?

A virtual contact centre is a customer service platform that operates through the use of remote agents and technology.

Physical contact centres are a thing of the past in 2023. the pandemic has accelerated the rise of virtual call centres and it has since changed the way companies are delivering customer support.

The main benefits provided by a virtual contact centre are:

• Lower costs
• Increased flexibility
• Ability to hire globally
• Scalable customer support
• Improved customer experience

How Are Virtual Contact Centres and CPaaS Related?

Virtual contact centres and communications platforms as a service are like peanut butter and jelly.

Firstly, they both use cloud technology to facilitate communication and provide customer service. CPaaS has the right infrastructure and tools needed to support a virtual contact centre.

Without call routing features or real-time analytics, virtual contact centres can’t work. So, contact centres need CPaaS platforms to give agents an environment to work in and interact on multiple channels, including:

• Voice
• Email
• SMS
• Rich messaging
• Social media
• WhatsApp
• Live chat

Accelerate Virtual Contact Centre Efficiency

Virtual contact centres are better than physical ones because they deliver faster responses, cost less to run, and offer more assistance.

With the addition of new channels in your communication strategy, you might think that it’s harder to respond to higher customer demands and call volumes. However, people don’t like to wait around anymore, and they would rather self-serve.

Self-service is becoming increasingly popular because it allows customers to quickly find the information they need. It’s a form of empowering customers and freeing up agents’ time so they can focus on more high-value tasks.

While it’s tough to know what customer experience might look like in a few years, we can evaluate some of the latest trends in the contact centre space to give us an insight into how to improve efficiency in virtual contact centres.

Digital Engagement Is Everything

We know that the world is evolving fast as companies seek to provide customers with convenient, efficient, and accessible support. Some of the trends driving the digital engagement flow are done with the help of:

• Omnichannel customer service: offer multiple channels including voice, email, chat, social media, text messaging, mobile apps, and more.
• Artificial intelligence: make your job easier by automating high-labor, manual tasks such as call routing and responses with virtual agents and chatbots.
• Remote work: provide customer support at any time of the day, anywhere in the world.
• Personalized CX: tailor customer experiences for each customer based on their preference, history, and behavior.

Empower Your Agents and Customers

Virtual contact centres have the potential to empower both agents and customers.

Contact centres have a bad rep because agents frequently have to cope with aggressive customers, volatile workloads, and inefficient systems.

Since the customer is always right, your agents get shot down. We all frown upon someone saying that he had to stay on the line with a customer service rep forever, or being passed around multiple departments, and not even fixing the problem.

For this reason, working as an inbound customer service representative ranks as one of the highest turnover jobs in the world with a rate of 30% – 45%. People would rather work at McDonald’s than for a contact centre.

However, the good news is that the emotional impact caused by stressful interactions and conditions can all be reduced with the power of AI like virtual agents and chatbots.

That doesn’t mean customer service people get to be replaced by AI. It means that companies can focus their attention on improving technologies, solving the big issues, and dealing with more complex matters.

Human touch is still required and necessary when providing customer support, but it’s so much better to empower your agents and reduce their stress.

Bring Your Virtual Contact Centre to the Next Level

To ensure virtual contact centre efficiency, you must invest in good infrastructure. Offering smooth and reliable customer service is key to running a successful contact centre.

A cloud communication platform like VoiceSage helps contact centre managers improve operational efficiency and guarantee higher customer satisfaction. When your customers and employees are happy, your business prospers.

Talk to one of our customer success managers today and see how VoiceSage can help you boost your virtual contact centre efficiency.