What is a virtual call centre?

Having trouble handling all your incoming calls?

A virtual call centre manages a company’s incoming queries remotely. It is a cost-effective, efficient, and dynamic customer care solution

In this article, we explain what a virtual call centre is and highlight its key advantages for new businesses. Let’s get started.

What is a virtual call centre?

A virtual call centre is a remote team, outsourced from a third party, that handles your inbound calls. Unlike a traditional call centre, virtual agents can work from anywhere – they might be working from home or in a shared workspace, for example.

Virtual operators use a combination of advanced communication tools and cloud-based software to access your customers’ information and manage your incoming calls on your behalf. They can answer, forward, and return calls, as well as take voicemails, no matter where your company is based.

By using a virtual call centre, your new business can deliver excellent client support from anywhere in the world, regardless of its size or opening hours.

How does a virtual call centre work?

Virtual call centres use interconnected Voice over Internet Protocol (VoIP), a system that allows operators to answer calls simply through an internet connection, no matter where they are or which device the caller is using.

Alongside VoIP, virtual agents use cloud-based software to access customer details and business information to deliver accurate phone support. These processes allow virtual call centres to operate more efficiently and affordably than centralised call centres, making them a more cost-effective option for small businesses.

Benefits of using a virtual call centre

Customer service is an important part of any business, and there’s no need for micro-companies to compromise on this. Whether you’re a one-man band or have a small team, a virtual call centre can offer you the following benefits:

Geographical flexibility

One of the main advantages of using a virtual call centre is geographical flexibility. This allows you to provide outstanding customer service wherever you are currently based – be it at home, a co-working space, or your own office.

As your organisation expands, you can then make new business decisions without any restrictions. Let’s say that, after some time, you want to move to a new office space. You can freely choose a new location without being limited by your customer care operations.

You’ll also rest assured that during any changes – big or small – your level of customer service won’t suffer and your company will remain contactable.

Low cost

Virtual call centres can be significantly cost-effective as they eliminate the need for in-house staff. According to the job board, Reed, the average personal assistant (PA) salary in the UK is £34,295. For new businesses having to cut costs and use budgets as efficiently as possible, this is a substantial expense.

By opting for a virtual call centre to manage your incoming queries, you can save a substantial amount of money – not only in salaries, but also in training, employer’s National Insurance contributions, and employee benefits. Instead, you can invest those extra funds in the expansion of other areas of your business.

Efficient

Another key benefit of using virtual call centres is that they are an efficient communication solution. Again, as you don’t need internal employees to take on this role, you’ll save a lot of time on recruitment, training, and onboarding.

By outsourcing this operation, you’ll be paired with an all-in-one virtual PA to take care of your company’s first-line support. They’ll be fully trained from day one, ready to deliver exceptional service on your behalf in a way that works for you and your business, leaving you to focus on growth.

Virtual call centres are also efficient in terms of scalability. Circumstances can change quickly in a small business, such as seasonal fluctuations or staffing issues. With a virtual call centre, you can adapt to your sales, customer, and staffing needs with very little notice.

Always contactable

Whether your staff clock out at 5pm or you have a global clientele, using a virtual call centre makes your business contactable at all times. A key benefit of this is that you can deliver impeccable service, which is generally only expected from larger companies.

By utilising a virtual PA, your small business can compete with these high standards and give customers a memorable and positive brand experience. In turn, there is a high chance that this will encourage repeat business.

In addition, being reachable 24/7 allows you to respond to emergencies. Perhaps a customer has an urgent after-hours query, or a fire alarm has gone off in your office – whatever the emergency might be, a virtual call centre will ensure that you never miss a message and that your customers are not impacted by occasional disruptions.

Create an impression of size

People are often wary of trying new products or services from companies they’ve never heard of. For a small business, this can be a significant obstacle.

However, with a virtual call centre handling your incoming communications, you’ll create the impression of a much larger business. As a result, this can boost your trustworthiness and credibility, generate positive reviews, and help you build a loyal customer base.

Bespoke service

There’s no need to compromise on quality if you don’t have an in-house PA or receptionist. A good virtual call centre will pair you with an experienced agent, who will be fully trained in your business operations and tone of voice, allowing them to deliver a bespoke customer experience.

For example, with Bizik, you won’t find automated responses or call scripts. Instead, you’ll be matched with a dedicated, trusted team of virtual operators to take your inbound calls in the language of your business.

As well as providing a first-class service, our expert team will act as an extension of your company and represent your brand every step of the way. Paired with the best communication tools, you’ll be sure to receive a tailored service that meets your company’s needs.

Summary

Virtual call centres use advanced cloud-based tools to provide high-quality, efficient phone support. New businesses can benefit from a flexible, low-cost, and tailored client care solution, by opting for a virtual call centre over a traditional one, or an in-house team.

To meet your virtual PAs, get in touch with the Bizik team to find the best package for you and get a 7-day free trial.