Virtual Call Centers are a crucial part of the growing global cloud-based contact center. It is the new definition of the WFH [Work From Home] culture. Many big and small companies have correlated with this trend to create Virtual Call Center Software.
There are tons of software in the market. It is up to you to choose the best suits your needs. This article will help you select a top virtual call center software that helps you to work from home.
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What is a virtual call center?
A virtual call center is a virtual space in the cloud that facilitates call center agents to make and receive calls. A call center that exists on the internet binds a group of agents from all over the world using Virtual Call Center Software.
It is also known as a remote contact center that grants freedom to its agents. They can work from anywhere and everywhere. There is no restriction on agents using a single device. A virtual call center is a software with features that replaces a [physical] call center.
The software is the essence of any virtual call center. You can either rent [subscribe] or purchase it from a vendor. We recommend you use it on a subscription basis.
Virtual call centers are designed to help businesses save money, time and increase productivity. The best part of a virtual call center is: Agents can work from their personal space and be as productive. A study by FUZE deduced that 83% of the employees think they do not need an office to be productive.
If you plan to run a call center as a business, this article can be handy. Even if you are already in the call center business, you can revise your plans. The integral part of the virtual call center is the selection of software. There are many types of software in the market but selecting the right one is more important.
Let us dive into the types of Virtual Call Center Software:
Types of software for virtual call centers
We have classified the software types into four groups with their pros and cons. These are the following:
- On-site Call Center Software
- Hosted Call Center Software
- Cloud-Based Call Center Software
- Browser-Based Call Center Software
i. On-site Call Center Software
The software is installed in your system after the purchase from the vendor. It will be maintained and upgraded by a dedicated member at your office. You have to bear the prices for all those activities.
Pros: As the software is installed into your own system, you have complete control. It is suitable for centralized teams requiring local data and dedicated personnel to maintain and update the system. You don’t have to worry about the internet connection.
Cons: There is a high upfront investment in the software, hardware, and infrastructure. The system comes with limited integration and customization option. You need to invest in the system on every upgrade.
Note: Not recommended.
ii. Hosted Call Center Software
This software can be termed a service as you subscribe to a third-party vendor. They host the service either on a private network [mostly] or on the internet. They are similar to cloud-based software but come with lesser features.
Pros: This service is cheaper than the on-site call center software. They are maintained and updated timely by the vendor. You do not invest in the software once you’ve subscribed.
Cons: The software needs to be updated with each new version. It also comes with limited features, integration, and customization. Your business needs may require more than the abilities of the software.
Note: Not recommended.
iii. Cloud-Based Call Center Software
Cloud-based call center software is hosted on the internet. It is accessible via any device connected to the internet. Subscriptions can be made to packages suitable for your business. They come with flexible features and pricing.
Your data are stored in the cloud. They have a cache feature, which can be used to access those data even offline. They come with almost every feature your business needs.
Pros: It is very cost-effective. The consumer pool resource [also known as multi-tenancy] makes it cheap. It is efficient and effective for all business sizes. They come with third-party software integration, which is fruitful in integrating your existing CRMs and other software.
Cons: The only drawback is that this software is not optimal for on-site operators.
iv. Browser-Based Call Center Software
It is the most advanced call center software available in the market. This software integrates communication services and other required features into a web browser.
It allows you to update and maintain the applications of agents. Installing or distributing software to various client devices is not mandatory. The VoIP makes it possible for customers and agents to converse using a computer.
Pros: With the web-based customer call center software, you get numerous features but not as many. You don’t have to update and maintain the software. All you need: is a device and a subscription, and you are good to go.
Cons: You need to have a stable internet connection. It is not optimal for an on-site call center.
Top 5 virtual call center software
Most virtual call center software have the traits mentioned above. A few have additional ones that help them edge over the others. We shall look for those. The top 5 virtual call center software is as follows:
It is a cloud-based communication platform that collaborates with more than 400 companies worldwide. It comes with a basic yet powerful cloud phone system that helps you manage your personal, business, and corporate telephony requirements, all from a single app.
The software packs robust tools to meet our business needs. Basically, Krispcall is a one-stop solution for your business.
- Unified Callbox: dedicated all-in-one dashboard
- Smart IVR
- Group Ringing and Sequential Calls
- Developer API: embed widgets on your website
- DND mode for agents
- Call Recording and Monitoring
- Global Calling
- Intelligent Call Routing
- Third-party CRMs integration
- Platform Independent Application
- Essential: $ 15Monthly / User
- Standard: $ 40 Monthly / User
- Enterprise: Customized Solution (available)
Genesys is one of the leaders in the cloud-based contact center business. They proclaim to have spanned over 100 countries on all continents [leaving Antarctica]. They can be one of the reliable vendors if you want a well-established software option.
- Basic ACD [Automatic Call Distribution] routing
- Built-in IVR [Interactive Voice Response] and speech recognition
- Voice bots with NLU [Natural Language Understanding]
- Interactive Chatbots
- Predictive routing
- WEM [Workforce Engagement Management]
- Unified communication and collaboration
- Point list customer journey analytics and orchestration
- Co-browse and screen share
- Genesys cloud/multi-cloud CX / Salesforce integration
It is helpdesk software that uses its built-in phone software that links to its ticketing system. It has a built-in AI technology to recommend and provide real-time suggestions to gents on live calls.
- Easy call-routing setup
- Intelligent Voice bots
- Google’s Business Message Integration
- Agent Scripting
- IVR Routing
- Call masking over 40 countries
- Customer Surveys
- Customer Support via emails, calls, AI-powered chatbots.
- Calls convert into tickets.
- Growth: $15 / agent / month billed annually
- Pro: $49 / agent / month billed annually
- Enterprise: $69 / agent / month billed annually
Founded in 2014, AirCall ranges over 84 countries and boasts 10,000+ customers worldwide. They call themselves a voice platform that integrates the most popular productivity and helpdesk tools. You can take Aircall as an all-in-one solution.
- Integration of popular tools like Salesforce, Zendesk, HubSpot, and more.
- Call recording and monitoring
- Call center analytics
- Call queuing and routing
- Callback Request and live feed
- Call whispering and forwarding
- IVR directory
- Toll-free numbers for local and international boundaries
- Flexible calling options and hours.
- Essential: $30/user per month, billed annually | 3-user minimum
- Professional: $50/user per month, billed annually | 3-user minimum
- Custom: available
CloudTalk is one of the big players in the cloud-based content market. Partnership with big names such as Mercedes-Benz, DHL, Glovo, and Tech Mahindra delivers its reach. It boasts more than 2500 call centers and phone systems relying on them all over the globe.
- Automatic Tracking and recording calls
- Smart IVR
- Voicemail and automatic callbacks
- 2-way synchronization
- Advanced analytics
- Business phone accessibility from any corner
- Reliable operation and 24/7 monitoring
- Click to call
- Call barging and whispering
- Autodialer and power dialer
- Starter: $25 per user/month billed annually
- Essential: $30 per user/month billed annually
- Expert: $50 per user/month billed annually
- Custom: available
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Tips & best practices for setting up a virtual call center
Setting up a virtual call center can be hard but with the right set of features, it will make your life a lot easier. So while setting up a virtual center, you need to make sure it has the following features.
i. VoIP or Cloud-based Calling
Voice over Internet Protocol, also known as cloud-based calling, is the core of the virtual call center. The agents don’t have to be on-site to receive the inbound calls or make outbound calls. They simply require a digital device to run the software and a stable internet connection.
ii. CRM Integration
Some software have internal CRM, which is the best. Even if they don’t, they should facilitate the integration of third-party CRMs. This helps you to manage and track the records of your leads, customers, and even agents.
CRM provides agents with customer-relevant data and information. Agents can utilize that information to assure the clients and leads they care about. Everyone loves a personal touch.
Agents can speed up the conversation using previous customer interactions and find the best solutions to their problems. The data available can be used in both inbound and outbound calls.
iii. Call Recording
The software should be able to record the live calls. These recorded calls can be used for training purposes. Businesses can use them as a source of feedback and suggestions too.
iv. Call Monitoring
Managers or supervisors can listen to the live conversations or any agent with this feature. This feature is discrete and works without the knowledge of both agent and caller. It can be fruitful in tracking and cross-checking any agent’s progress. You can use it for quality assurance also.
v. Call Whispering
It is one of the best features in virtual call center software. With this, a supervisor or the manager can assist an agent with sales and more within a live call. The caller will have no knowledge of this.
vi. Call Barging
This feature comes in handy if an agent fails to convince the lead. Here the manager or the supervisor can barge/jump into the live call and take over. It helps businesses convert leads into customers with limited failure.
vii. Call Masking
Call masking is another productive feature that helps you localize your calls. Any customer/client trusts a business with a local number as the feeling of nearness is a natural human feeling.
Your agents will have the freedom to make outbound calls from any corner of the globe. The software enables agents to localize the number that improves the rate of answered phone calls. More phone calls mean more sales eventually more growth of the business.
viii. Call Scripts
Call scripts play a vital role in convincing the leads to be a part of your business. Call scripts generated by the built-in AI or a third-party software boost the efficiency.
Your agents will have ready-made answers for most situations. They can sweet-talk the leads quickly and effectively to purchase products using the generated scripts.
It is a must-have feature in virtual call center software.
Additional features besides these are icing on the cake. The software must have the above features to meet your business needs. Now let us see some of the best Virtual Call Center Software available.
Starting your own virtual call center today
Now that you know what features to look for in virtual call center software. We recommend you book demos with at least 5 of them and learn about them in detail. The other thing you can do is use them as free trials to see if it fits your business needs.
You can gather loads of information through demo calls and free trials. The vendor will assist you in using the software and get the best out of it.
A little research and trials can get you a life-changing software. Wish you luck with the selection.