The best virtual call center software for customer support teams

What is the Best Virtual Call Center Software for your Customer Team?

Virtual call center software helps remote customer service teams to stay connected, manage information, and improve the customer experience.

Modern support teams need telephony platforms that can handle inbound and outbound calls, provide insights into agent performance, and reduce the volume of quality assurance tasks. Virtual call centers cover these requirements, changing how businesses engage with customers.

Nowadays, there is a wide variety of call center platforms - from software with basic calling capabilities to sophisticated platforms with conversational intelligence and advanced reports.

With so many options available, choosing the best virtual call center for your customer support team can be challenging, so we've put together this comprehensive guide on virtual call centers, including their features, benefits, and top software solutions in 2024.

What is a Virtual Call Center?

Virtual call centers are cloud-based software platforms that allow customer teams to manage inbound and outbound calls from different locations, including traditional and home offices.

This setup allows businesses to streamline operations, manage incoming calls, and engage with customers seamlessly.

During setup, the software is connected to the business's phone numbers. Typically, this type of software allows IVR, call routing, and transfers; system administrators will also configure these options during setup.

Once the virtual call center software has been deployed, agents can log in and get to work. All your team needs to use a virtual call center is a computer, an internet connection, and a headset.

Some virtual call centers also provide a mobile app. In this case, the setup is the same, but agents will need a phone and a data plan if they're on the go.

How are Virtual Phone Systems Different from Traditional Call Centers?

Virtual call centers break free from physical infrastructure limitations and geographical constraints. Virtual call centers allow customer teams to work from anywhere, increasing the talent pool and scalability compared to traditional call centers.

Virtual Call Center Platform Features

Cloud-based call center platforms include helpful features and capabilities, such as:

• Geographical Flexibility: Unlike traditional call centers, virtual call centers allow customer teams to work seamlessly across different time zones.

• Multi-Channel Support: Most virtual call centers allow integration with other channels, such as email, SMS, and social media, enabling customer support teams to manage communications from a centralised place.

• VoIP Integration: Voice over Internet Protocol ensures crystal-clear voice quality.

• Conversational intelligence. Some virtual call centers include AI-powered features, such as automated transcripts, automatic conversation tagging, customer sentiment analysis, etc. These features enable customer support teams to save time on repetitive tasks and focus more on creating a great customer experience instead.

What is the Best Virtual Call Center Platform for your Customer Support Team?

Selecting the right virtual call center solution requires considering factors such as ease of integration, scalability, and specific functionalities that align with your business needs.

Here is a checklist to help you make an informed decision:

Functionality and Features

The first thing to look for in a call center software for your customer team is what features and functionality it offers. Depending on your requirements, you may need different options, such as IVR, call forwarding, automatic transcriptions, voicemail, integrations, call recording, reporting, and more.

Reliability

You should look for a platform that guarantees high uptime and a responsive support team. If your team is spread across multiple time zones, it's a good idea to find a telephony provider that offers 24/7 support.

Flexibility

Another important factor is the scalability and flexibility of the VoIP phone system.

Your call center system should be able to adapt to your changing needs and grow with your business. You should look for a provider that offers flexible features that you can customize to each stage.

Before purchasing, you should check whether the provider charges additional fees for adding or removing users or numbers and whether you can cancel or change plans easily.

Cost

You should look for a call center provider that offers transparent and competitive pricing without any hidden fees.

If you need to get buy-in from your company, it's crucial to compare the total cost of a traditional call center setup with the savings and benefits you can get from using a virtual call center.

Free Trial

Trialing the call center software before purchasing is the best way to figure out if the solution fits your needs. You should look for a provider that offers a free trial period, during which you and your team can test the platform in your day-to-day operations.

Support

Getting support when you need it is important, especially with your voice channel. We'd recommend working with a telephony provider that offers in-house customer support, and 24/7 incident support.

Explore Cordless Today

Cordless is a great virtual contact center option for customer support teams. Whether you're running a small team or are part of a larger organization, we can help. Book a discovery call with us and explore the possibilities of a telephony platform designed with your business in mind.