Virtual call center software.

Talkdesk offers Virtual Agent™, a virtual call center solution for managing remote employees, improving call quality, and lowering costs. Our virtual call center software manages calls so your agents can get back to what they do best: helping your customers.

Learn more about Talkdesk Virtual Agent.

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What is a virtual call center?

A virtual call center manages calls from a cloud-based platform and can work well for remote employees. This way, agents no longer have to be in the same office space to share information and collaborate. Using virtual call center software can lead to higher customer satisfaction and better agent productivity.

How do virtual call centers work?

A virtual contact center runs by distributed agent team, rather than a group of employees in a physical office space. By relying on virtual tools such as a central dashboard, cloud based call centers enable agents to provide quality customer service, from anywhere in the world. There are three different types of call centers:

Inbound call centers

An inbound call center handles concerns and questions from current customers. These calls can range from addressing issues with the product or service, scheduling services for the clients, providing technical service, and others.

Outbound call centers

Outbound call centers focus on calling prospects or current customers. They deal with sales calls, scheduling, surveying, etc.

Blended call centers

A blended call center can facilitate either inbound or outbound calls. It means that the agents are equipped to handle either type of call, depending on the situation.
The Talkdesk virtual call center software can handle both inbound and outbound calls, with a focus on fulfilling each center’s unique needs with integrations, low, no, and custom-code tools, and other functions.

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Why should you consider using a virtual call center?

The remote workforce is growing rapidly in today’s business world, meaning that phone support operations, which might have once been seen as on-premise only operations, need to keep up as well. Call center agents often prefer to work remotely, or some may be required to, due to location, rapidly-evolving health protocols around what happens when an agent gets sick, and more.

To move towards a remote model for call centers, businesses need technology that supports their efforts. Virtual call center software provides a succinct, simple way to solve this problem.

What are the benefits of using a virtual call center?

A virtual call center isn't just for companies who have no choice but to switch to a dispersed workplace because of extenuating circumstances. It is actually a wise choice for any contact center. Here are some of the main benefits that come with using a virtual call center:

Reduced costs

Overall, a virtual call center costs less to operate than an on-premise office space. There is no need to maintain an office space, utilize costly servers, or pay for other operating costs that an in-person location requires.

Flexibility

When a virtual call center is in place, agents can take calls from anywhere with an internet connection. This level of flexibility becomes a perk for employees. Many of today’s workers are on the search for remote work opportunities, as dispersed workplaces become more common.

Source talent from anywhere

Because virtual call centers are not limited by location, talent can be sourced from anywhere in the world. This makes it easier to find quality employees, regardless of their location on the globe. In addition, an in-person call center has limited business hours since it’s in a single location. Virtual call centers fix this issue by covering multiple time zones. Together, remote employees dispersed across the globe can provide 24/7 phone support for customers.

Call monitoring

Cloud-based call centers can easily include call monitoring features, which makes it much simpler to manage employees and monitor agent performance from anywhere. Call monitoring means that a dispersed workplace won’t lead to a decrease in customer service.

Greater reliability

An on-premise call center often relies on desk phones or other pieces of an outdated business phone system. Transitioning to a cloud-based call center modernizes the entire contact center, leading to better reliability and more advanced customer service.

Scalability

With a virtual call center, it’s simple to add new employees. Your business can onboard a new virtual call center agent within minutes, simply by purchasing another license for your contact center software. In contrast, it could take days to onboard new employees at an on-premise call center.

How to get started with a virtual call center.

First off, your business needs to establish if your virtual call center should take incoming calls or outbound calls, or both. Each of these different call center purposes will require a different setup than the others.

Creating the right workflows.

Once you and your team have established whether your call center is for inbound, outbound, or blended calls it’s time to create a workflow for your agents. The workflow should match the purpose of the call center.

Software integrations that work.

A good workflow requires strong integrations. For instance, you could set up your contact center solution to work alongside an existing management tool. In the case of sales calls at an outbound call center, integrating your contact center solution with a CRM could make a huge difference for your business.

Talkdesk offers a variety of powerful, out-of-the-box integrations for businesses, allowing them to tailor their virtual call centers to their industry needs. For instance, Talkdesk integrates with Salesforce, SugarCRM, Zoho CRM, Zendesk, Live Chat, Shopify, and others to provide comprehensive information to the agent’s application.

Essential equipment.

What do your employees need at their remote locations, to provide exemplary service? A stable internet connection, headsets, microphones, and other office equipment enable your employees to answer calls remotely and provide good-quality service.

Employ the best people.

Great customer service requires great employees. Clear performance standards foster an environment of success and growth for your employees. To set up these parameters, it’s important to first set up metrics. How will you measure your agents’ performance? And how will you reward the employees who meet your call center agent evaluation criteria?

Talkdesk helps to facilitate employee evaluation with our call monitoring features.

Why Talkdesk for your virtual call center?

Talkdesk call center software for virtual call centers allows teams to:

Maintain a dispersed workforce.

With Talkdesk call center software, all agents need to be up-and-running is a computer and internet connection. Agents can work from home, in different offices, while they travel, and internationally.

Know everything about the caller.

Agents can view the caller’s previous call logs, emails, chats and support requests in their browser as their phone rings. This allows them to spend time meeting the customer’s needs, not searching through databases.

Automate tasks to streamline workflow.

With Talkdesk, all integrated business tools (Salesforce, Zendesk, LiveChat, Magento, and more) automatically update with call logs, recordings, voicemails, tickets and cases each time an agent speaks with a contact.

Make data-driven decisions.

Leverage agent and manager dashboards to view real-time and historical data. Monitor live calls, listen to call recordings, and read call transcripts. With Talkdesk, teams can easily make data-driven decisions to optimize their performance.

Deploy in 5 minutes.

Talkdesk is browser-based so there is no hardware, software to install, or coding needed and it is fully-functional in five minutes. Add and remove agents in seconds, pay-as-you-go and allow agents to work from anywhere.

FAQs.

What are the 3 types of call centers?

The 3 types of call centers include:

Inbound call centers: handling concerns and questions from current customers, such as product/service complaints or inquiries, scheduling services, and others.
Outbound call centers: focusing on calling prospects or current customers. They deal with sales calls, scheduling, surveying, and more.
Blended call centers: taking on either inbound or outbound calls. Agents are fully equipped to handle either type of call, depending on the situation.

How much is a virtual call center?

Virtual call center software costs relatively less than maintaining an in-person center. Talkdesk cloud based contact center solutions can cost as little as $75 per user, per month, as opposed to the steep, monthly costs for on-premise activities such as onboarding new employees, maintaining office environments, and keeping up with servers on location.

How do I set up a virtual call center?

First off, establish the purpose of your call center. Is it going to be for inbound calls, outbound calls, or a blend of both? Next, a virtual call center requires software for cloud operations, which is easy to onboard.

Talkdesk is designed for easy implementation, with flexible deployment options. Our platform is microservices-based, with cloud-native architecture. In fact, it only takes about five minutes to set up our web-based platform. After purchasing and deploying software, establish workflows for your agents to leverage as they conduct inbound and/or outbound calls.