The survey revealed that the most popular support channel is still the phone. Even though digital support communication has grown very fast in recent years, there is a high demand for self-service support. However, a Salesforce survey showed that 59% of consumers prefer regular phone calls when approaching a customer support agent. This is true because phone sales are also set to remain one of the most common and effective ways businesses can market and sell their products or services.
You are precisely at the right place if you are about to start a call center business in 2024 and beyond. Building your call center from the ground up may seem daunting, especially if it is inbound, outbound, or a mixture of both call centers. However, clearly outlining what must be done will instantly eliminate all your fears.
What is a Virtual Call Center?
A virtual call center is also known as a modern call center that operates from different offices or areas across the virtual space. This form of setting up empowers the virtual call center employees to ensure they can easily communicate and work as a team, whether from a different office or home. The choice of the VCC model is beneficial because it is characterized by flexibility when interfering with the customers, and overall customer support becomes more responsive and efficient.
The formulation of the duties of agents in traditional and virtual call centers do not differ much from each other. While it is true that these two types of organizational structures have the same agents in carrying out their respective tasks, there is a significant distinction in how these tasks are done. As virtual call center agents, they can take care of customers and leads globally, adopting web-based customer services like VoIP telephony software.
effectiveness of the virtual call center model
Firstly, it helps in achieving the goal of updating the current information on the industry. A study by Gartner estimated that 36 percent of customer service would be delivered remotely by 2023. That is a significant increase compared to the 5% recorded in 2017. More organizations will have virtual call centers than on-premise call centers.
Starting a Call Center Business: A Step-By-Step Guide
- Establish Your Call Center Objectives
Like any other business, setting up a call center entails developing strategies. It is recommended to start your call center venture, you should know why you want to start one, and determine the goals you want to achieve that are feasible. Such goals should be aligned with longer-term business targets and achievable with existing financial and human capital. Also, with goal setting you can be prepared to define specific standards for performance that you expect of the call center or its overall effectiveness.
- Selection of Call Center Type
The traditional approach to classifying call center models, the differentiation between inbound, outbound, and blended call centers can also be discussed.
- Inbound call center
Inbound call centers are mostly call center specialists who handle calls from customers, clients, or potential clients. Companies establish ICBs for receiving calls such as peripheral customer care, IT support, accepting orders and payments, managing returns and exchanges, processing upgrades/renewals, appointment fixing, and sales. The most common types of organizations likely to gain from inbound call centers are the ones in the e-tailing and catalog/retail sectors, the travel, leisure, and hospitality sectors, the healthcare sector, the financial sector, and the insurance sector.
- Outbound call center
In outbound call centers, people are calling clients made to make outbound phone calls to prospects or customers primarily. Lead generation, telemarketing, sales campaigns, appointment scheduling, appointment reminders, debt collection, market research, CSAT surveys, and other activities are the most common uses for these outbound call centers.
To supply outbound call center services, you require call center software tools with auto-dialling features so that the agent is not required to dial all the numbers individually.
- Blended call center
Dual call centers, or preferably blended call centers, can handle both inbound and outbound calls and are best suited for companies with similar quantities. Fortunately, there are call center software companies that make it a point to provide call center solutions that contain substantial features to cater to inbound and outbound calling processes. For instance, inbound customer support and outbound sales, call center solutions like VoiceSpin fare well.
On-site call center vs. off-site/telecommuting virtual call center
- On-site call center
When choosing a call center, agents are physically located at the workplace, and while this works best for business offices and big teams, it can be best for fixed-location businesses. Among the benefits that are likely to emanate from it are the enhancement of teamwork, direct supervision, and data security. But at the same time, some negative aspects are still associated with on-site selection decisions, including higher operational costs, significant restrictions in the pool of talent, and the impossibility of remote work.
- Remote call center
Outsourced call centers are entirely offsite call centers per Kimberly. This may be the most suitable option for small enterprises and start-ups that prefer not to spend money on physical office space, office furniture, and hardware, which scale remote call centers to be much more cost-effective than centralized call center solutions. It also aids in expanding the talent search to include a wider pool while affording the agents flexibility.
- Virtual call center
Like permanent call centers, virtual call centers are not necessarily established in one given geographical site; their agents are often scattered in several regions and can work from any distant premises. Virtual call centers are supported by cloud-based VoIP software that enables the agent to log into the system and do their work from almost any location, providing adequate internet access. This benefits businesses that can now tap into an even wider pool of human resources, increase their team size, and operate relatively cheaply.
Choose between operating a call center and an omnichannel Call center
- Call center
If you are aiming to integrate a conventional call center where the agents are composed of those who are only responsible for voice communication, you need essentially to get a business phone system inclusive of call control tools that include IVR, call routing, call forwarding, call transfer, call queuing, call recording, call reporting and analysis, click-to-call, auto dialing, and others.
- Omnichannel contact center
Suppose you expect to communicate with customers through multiple modes without using incoming calls only. In that case, you might establish an omnichannel contact center incorporating other channels such as emails, live chats, SMS, social media platforms, and even instant messaging apps. In this case, agents will be able to handle multiple interactions within a single interface without having the need to jump from one app to another, hence, permanently avoiding the creation of silos.
- Establish a Budget
Ultimately, the setup type, hardware and software requirements, the number of staff, necessary features, and other criteria will determine how much it costs to set up a call center. When creating your budget, keep the following things in mind: The total cost of setting up a call center will ultimately depend on various factors, such as the type of setup, software and hardware, required features, the total number of employees, etc. Here’s what you should consider when deciding on your budget:
- Office space and hardware
- Call center software
- Employee salaries
- Training and customer support
- Choosing the right call center software provider.
Once you have determined what kind of call center you will operate, you are ready to select call center software best suited for your business objectives, IT capabilities, the cost of call centre solutions that your enterprise is willing to incur, and the growth capacity or size of the call center solutions that you wish to have.
Subsequently, depending on whether you require handling incoming calls or making outgoing calls, you must aggregate the inbound/outbound call center features provided by the prospective providers.
- For Call Center Hardware/Equipment
When choosing an on-site call center, you’ll have to purchase call center equipment and tools, such as a PBX system, servers, telephony hardware and networking equipment, power supply systems, computers, headsets, VoIP phones, desks, chairs, and other furniture and tools that can be used in a call center. This involves a massive capital investment in the initial stages of the development.
The basic requirements to establish a cloud-based call center are internet connectivity, computers, headsets or VoIP phones or softphones, and office facilities. The provider handles the other aspects.
- Determine Your Staffing Needs
It is equally important to understand that staffing requirements are paramount for an efficient call center. Lack of staff means higher call abandon rates, high call times, and low customer satisfaction. Overstaffing adds to costs. Concerning criteria, factors such as call volumes, wait and handle times, abandoned and missed calls, and well-defined positions are vital for the equation.
- Employ Call Center Staff
Working in call centers ensures that employees have more than just the experience gained from their time in the industry and their knowledge of the software they use. Hiring managers should also consider personalities with good communication, interpersonal, conflict-solving, time management, and stress-coping abilities.
- Framework For Your Onboarding and Training Programs
Employee onboarding is vital in call centers not only to yield one’s investment in the early stages of employing the practice but also for the following principal reasons: Long-term cumulative gains, total employee satisfaction, incremental efficiency, and lower turnover rates. Another necessary factor is constant training and coaching since their work involves customer interactions, necessitating constantly enhancing their skills. It comprises an internal knowledge base, recorded training webinars for the agents, a customer interaction database or library containing scripts for various types of calls, detailed procedures for handling different calls, and training on the job.
- Understand the Process of Measuring the Performance of a Call Center
Depending on the current call center model, objectives and available technologies for software support, call center activity may be statistically assessed based on various indicators of efficiency and performers’ productivity. Some of the key performance indicators to consider include the Average Handle Time (AHT), Average Speed of Answer (ASA), First Call Response (FCR), Call Abandonment Rate, Customer Satisfaction Score (CSAT), and Conversion ratio.
- Creating A Positive Call Centre Environment
One significant issue affecting call centers is the high rate of employee turnover, primarily caused by stress. This disrupts operations and economically harms team morale. To deal with this, find ways to build a positive workplace environment by allowing flexible working, allowing feedback, organizing group activities, and having an employee recognition program.
It is highly advantageous to begin implementing a virtual call center in 2024. Following these ten steps, you will succeed in developing a business that is both profitable and easily scaled. From understanding the virtual call center model to analysing and implementing significant marketing strategies, every step is essential in your journey. So go for it, and let’s embark on the right journey towards attaining a thriving virtual call center now!
In Conclusion:
It’s essential to start a virtual call center in 2024. It might have challenges, but its outcome provides value for the efforts. By adopting the ten steps highlighted above, you can develop a successful, growing, and versatile business to meet your clients’ needs as they grow. It also means that if you want to stay ahead of your competition and provide your customers with the best services, you must embrace the latest technology and trends. With the increased remote work over the years, virtual call centers are now the mainstay of many industries, given their flexibility and significant savings. Through market analysis, strategic planning, and high-standard quality control, the virtual call center can be sustained and even grow in a competitive environment. Ensure you check your operations constantly, identify what people say about your business, and be prepared to change and expand your business whenever necessary. In this regard, they urged that the firm adapt to industry trends and partner to diversify the services and clients, which are fundamental to realizing steady growth.
FAQS
The benefits of virtual call centers include cost effectiveness, personnel mobility, centrality, and eighty per cent access to employees worldwide.
The initial investment may differ from location to location, but technology, recruitment, training, and promotion costs should be expected. General estimations can be made on this basis; however, a broad business plan would help in accurate costing.
Some of the best tools include VoIP services for communications, customer relationship management CRM tools such as Salesforce and HubSpot, and collaboration tools such as Slack and Zoom.
People should use encryptions, safe networks, and backups and observe the regulations in various countries to protect data.
Having the right technology in place, setting up the interaction line of communication, giving continuous training, and monitoring and appraisal to control a remote team effectively.
The key factors to consider include the ability to provide competitive remuneration packages and quality working conditions, the opportunity to accommodate flexible working schedules, a good organizational culture, and ensuring quality and regular training and development. These are important so you can motivate the employees through encouragement, appraisal, promotion, or reward of high performers.
