Dive into the world of call center software! How do you set one up, and is the call center solution the new frontier? Find out in this article!
The COVID-19 pandemic has forced many businesses to rethink how they operate. And nowadays, it is quite common for firms to allow their staff to work from home.
A survey shows that 91 million Americans get offered the option to work remotely either full-time or part-time.
For many call centers, this has meant shifting from a regular, in-person operation to a virtual call center solution operation.
This arrangement has many benefits, such as increased productivity and decreased overhead costs. One way to enjoy these benefits is to set up a virtual calling system.
However, note that a virtual calling system is incomplete without a reliable call center software for easy operations.
This article will explain how to set up and run a virtual calling system for your business. Read on to know more!
What is a Virtual Calling System?
A virtual calling system (VCS) is a cloud-based business calling service that runs over the web. It uses call center software called VoIP.
VoIP is an internet protocol enabling voice interactions and gets used to send calls. Doing this allows you to place and receive calls to clients and staff without needing a landline.
Staff can download a remote call center software app even if your firm has a BYOD policy. It will help them access your calling system from anywhere in the world.
Benefits of Using a Virtual Calling System
A virtual phone system has several benefits over a regular phone. For example, VCS has great scalability. It allows firms to start with a simple VoIP phone service. Then, later add new services or extra customers as needed.
Below are other benefits of a virtual calling system:
- It is easy to set up.
- It saves costs.
- With VCS, your staff can work from any location.
- It gives you freedom from buying any hardware.
- It enhances business productivity.
- It promotes teamwork.
Steps to Set Up and Run a Virtual Calling System
It’s simple to build a solid virtual call center solution. You will just need to adhere to the steps below to ensure a trusted setup.
1. High-Speed Internet Connection
High-speed internet is vital because a virtual calling system depends on your network. You may make both audio and video calls with a VoIP service. However, since it is cloud-based, you must take steps to ensure that you can use it effectively.
Poor internet link is the main cause of issues that influence call quality. Therefore, the first step is to confirm that your configuration is good.
Also, check the VoIP speed. Then, you’ll be able to tell from the results if your connection can maintain trouble-free and crystal-clear calls.
2. Get a Good Software Application
In terms of setting up a virtual calling system, remember that hardware is old news. Everything you need is in the call center software you choose to use.
For example, you can use something called a softphone. This is a software app you and your staff can download into a smartphone or computer that lets everyone make and receive calls. Also, softphone apps end the need for desk phones, which will cut costs.
3. Locate a Provider that Offers the Functions You Require
Not every service out there is well-designed to work with your company. Make proper inquiries to find the best option for you. Below are some things to think about:
- Can you expand your workforce without switching service providers?
- Does your supplier provide bundles that are affordable for you?
- Does their service offer integration with other programs and platforms you employ?
- Do your staff need little to no training to use it?
- How fast can you seek assistance if something isn’t functioning properly?
- Are you able to forward calls?
- Chat capabilities?
- Do you receive texts from voicemail?
- What features are you gaining from it that will make things easier and quicker for you?
- Do your calls transfer without any dropped calls? Or Do you have any disruption from cellular to Wi-Fi networks and back again?
Ensure to get the answers to each of the questions. This is because it improves your chances of putting your virtual calling system into operation on the first go.
4. Create a Business Phone Number
Now that you’ve located the service provider of your choice, it’s time to determine the type of phone number you require. Most reputable VoIP services will supply you with at least one choice for a unique phone number for your firm.
However, if you own a local business providing services, create a phone number with a well-known area code for your clients. This makes it easy for potential clients to recall when they see your ads.
There are toll-free numbers as well. Although they are not confined to one place, they can give your firm a sense of grandeur and expertise.
Either way, your workers and clients can get to you. This is because numbers get linked to your VCS, so, all they need is a solid internet.
5. Install a Phone Line
Since your provider will probably help you with this, it will get done fast. However, it depends on the service and the gear you have.
Setting up a headset connected to a computer differs from a hardwired phone that needs an adapter to work with VoIP. Also, installing softphone apps on all company devices might be simple to set up but take some time to complete.
Even though the setup is simpler than with standard phone systems, it will still take some time to get it ready.
6. Checking Call Specs
It’s time to test your tools and the functions you’ll use often. This is vital for a smooth switch to your VCS. The following are specific functions to test:
- Call Lag: Do you experience pauses between speaking and the caller hearing you, or vice versa? If there is lag, your staff and consumers will rapidly grow tired of this. Call the support line of your provider as soon as possible if you experience this.
- Audio Quality: This is extremely important. Is there feedback or crackling noises? Do voices sometimes come and go? Your customers’ experience will suffer if callers can’t hear you or if they can’t hear them.
- Stable Connections: Are calls dropping on a stable connection? When you call your phone number, do they take longer to connect? Check your internet’s speed and fix your links.
7. Develop Your Staff
There are several things to take advantage of with virtual phone systems. The trick is to make sure your personnel are well-taught to use them.
You may arrange a video chat to teach your workers about software and each function you want them to know. Sending out a poll is another way to find out who could be able to assist other employees in becoming comfortable with VoIP systems.
Ensure that all the functions you want your personnel to be familiar with are open to them. Get their opinions.
The reason is that learning new software can terrify many people. Also, they may not ask questions when they don’t understand how something operates.
The remote call center is a great way to set up and run a virtual calling system and has benefits. It includes the ability to scale up or down as needed.
Also, it can help you work from anywhere and save on infrastructure costs. When setting up a remote call center, there are a few things to keep in mind, such as ensuring you have the right tools and training your team.
With everything discussed above, you won’t have any issues setting up your virtual calling system.