Virtual call center software
Our virtual call center software manages calls so your agents can get back to what they do best: helping your customers.
Monitor agent performance.
This is crucial to ensure the quality of your call center operations. Review call recordings, reports, and analytics regularly to help identify areas for improvement and understand how well your team is performing. This data can provide insights into agents’ strengths and weaknesses, helping managers provide targeted feedback and training. It can also highlight trends and patterns that can inform strategic decisions.
Track contact center KPIs.
Track key performance indicators (KPIs) to measure your virtual contact center. KPIs, such as average handle time, first call resolution rate, and customer satisfaction scores, provide valuable insights into your operations. Regularly monitoring these metrics helps identify areas that need improvement and ensure your contact center is meeting its objectives.
Talkdesk provides AI-powered virtual contact center software for enterprises of all sizes.
Choosing a virtual contact center can bring big benefits to your business, no matter its size. They offer flexibility and scalability, allowing companies to adapt to meet customer service demands and workforce dynamics.
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What is a virtual contact center?
Virtual contact centers operate through the internet. Instead of using expensive hardware, all your team needs to access and use virtual contact center software is a reliable internet connection. Virtual contact centers come in all shapes and sizes:
- They can be internal, company-owned cloud contact centers used by work-from-home or hybrid agents.
- They can be completely outsourced contact centers owned by third-party providers with remote agents worldwide, across different time zones, with extensive knowledge and language skills.
- They can also be home-sourced, with a few key representatives functioning as virtual contact center agents as required.
Why use a virtual contact center?
Using a virtual contact center offers flexibility, scalability, and cost-efficiency. Businesses can adapt to changing demands, deploy agents worldwide, and streamline customer service operations. It also enhances disaster recovery capabilities—maintaining uninterrupted customer support during unforeseen disruptions.
What is the difference between a physical contact center and a virtual contact center?
A physical contact center operates from a central location and requires on-site infrastructure and agents. A virtual contact center, on the other hand, uses cloud-based technology so that agents can work remotely or in a hybrid environment. Virtual contact centers provide better flexibility and scalability and reduce the need for expensive hardware and maintenance.