Virtual Call Center Software
What is a virtual call center software?
A virtual call center lets you route calls directly to agents’ mobile phones. Instead of a typical setup where agents are chained to their desks, a virtual call center enables agents to work remotely from anywhere, anytime. Since virtual call centers are cloud-based, there’s no need to go through the hassle of setting up expensive and bulky equipment like EPABX systems.
Virtual Call Centre vs Traditional On-Premise Call Centre : Benefits
Route calls to mobile
After the initial setup, agents only require a mobile phone to manage both inbound or outbound calls. As calls are routed to the agent’s phone, there’s no dependency on the internet.
No geographical limitations
With a remote call center, you get the flexibility of hiring agents from any part of the world. It is especially useful if your support relies on people working in different timezones.
Lower setup costs
Setting up a virtual call center doesn’t require you to purchase additional hardware or other equipment needed for in-house call center operation. You can set up everything, including agents in a jiffy.
Deliver great voice experiences
Since all the calls over the PSTN network, voice quality is independent of the agent’s internet connection. Forget call drops or latency issues due to low bandwidth. No need for setting up a voice logger either.
Support remote working
Allow your agents to work from anywhere, including their home, a cafe, or while they are traveling. Never face a resource crunch in adverse situations. You also get the flexibility of easily adding and removing agents.
Overcome the disadvantages of a VPN
Forget the challenges (like call drops or inconsistent voice quality) that comes with contact centers powered using a VPN or WebRTC. With Exotel all calls are routed over the PSTN network and is independent of the agent’s internet connection.
How can you move from your traditional setup to a virtual call center?
Add Call Forwarding
Divert all calls from your customer facing number to a hosted virtual number on Exotel.
Tailor-make your call flow in the dashboard
Give your customers a pleasant experience by personalizing the call flow.
Direct calls to the right agents
Route calls to agents’ mobile numbers with our smart call-routing feature.
Stock broking is not an easy business to run as it is, but when the environment changes like it has recently, it gets quite challenging. We needed to move to a distributed workforce instantly to continue to serve our customers and Exotel made it really easy to transition.
– Hanan Delvi, Chief of Client Relations
Resources
A remote working guide for sales and support teams
Despite its many benefits, working remotely can be especially challenging for customer-facing teams. Transitioning your support and sales team to a remote working architecture can be a nightmare without the right tools and strategy. We understand that and that’s why we’ve come up with an ebook that’ll help you make the transition easy: both technically and operationally. Read the ebook now!
8 Reasons Why Businesses Need to Set Up a Virtual Call Centre
Gain visibility
Virtual call centers offer in-depth business analytics and reports that give you the visibility and insights required to improve your customer service, thereby helping your business.
Attract and retain talent
Companies allowing remote work have 25% lower employee turnover than those that don’t and 76% of workers would be more willing to stay with their current employer if they could work flexible hours.
Save time & effort
Virtual call centers are flexible and you can get your call center up and running in less than an hour. The same goes for any modifications/upgrades; everything is instant and effortless.
Cut expenditures
A Global Workplace Analytics report indicates that businesses can save as much as $11,000 per person, per year by allowing them to work from home.
Increase flexibility & control
Virtual call centers are extremely easy to set up and configure, and you can make changes to the call flow, and delete or modify users on the go.
Low initial setup cost
Businesses can get started with a virtual call center in less than 10% of the initial setup cost required in case of traditional PBX setup.
Increase productivity
A Cisco sponsored study found that partially working from home resulted in a 12% increase in productivity.
Eliminate downtime
With Exotel’s uptimes of 99.5%, you can be rest assured that even if things go wrong, we’ll fix it in minutes.
Benefits of virtual call center software over a traditional PBX system
What you get from Exotel’s virtual contact center software
Multi-level IVR
Give your customers a seamless experience every time they call you. No more wasting time on IVR prompts that are not helpful. Personalize, customize, sound professional
Real-time notifications
Missing a call means losing a potential customer or missing the opportunity to solve a customer’s problem. With our call center software India, stay informed about your business calls and serve your customers better. Get notified at the right time.
Unlimited channels
When we started Exotel, we decided never to let a customer miss even a single call due to channel capacity constraints. Have unlimited concurrent calls on the same number.
Call recording
Our call center software allows you to monitor calls and make better business decisions. Helps in training agents, customer dispute resolution and taking data driven business decisions to offer a great customer experience.
Visual drag-drop APIs
With Exotel, you can do anything from creating a simple IVR to complicated call functions using our visual APIs or ‘App Builder’ as we like to call it.
Daily email reports
Know exactly how your team is performing over phone calls. Get a detailed daily report with call statistics for your company and individual agents as well as groups.
Call analytics
Think Google Analytics for your calls with our call center software. Get detailed analytics on all the campaigns you run with information on the status of each call and sms.
Automated calls & sms
You can make automated IVR calls to track marketing ROI, collect customer feedback, confirm COD orders, etc.
Missed call services
Missed call to get a service is a very “Indian” way of doing business. It is also an incredibly useful tool for customers. Ask your clients to give a missed call to a number and customise the response to suit your business.
Conditional call routing
You can route calls based on a lot of conditions like time of the day a customer calls, the geography a customer is calling from or even the customer who is calling.
FAQs
Asia’s most innovative companies use Exotel
Chirag Patel
Exotel's API documentation and implementation process is extremely simple and easy to follow. There were no hassles in setting it up. We use other cloud telephony platforms as well but Exotel gets a big thumbs-up from us for their ease of use.
Shashank ND
We have worked across cloud telephony players and with other vendors, but the fact is Exotel is dependable.
Prateek Jain
The number masking feature has been a very worthy addition to making our customer experience even better.
Rajkishan
Exotel's automated calls have helped in increasing our service levels and reducing our costs since there is no need for any manual intervention.
Praveen Kumar
Exotel's APIs are very clearly defined. Our tech team could integrate them in no time. It’s easy to incorporate into any product.
Satish Chugh
Very supportive and understanding staff who have lived up to every expectation, and at times exceeded them too.
The Exotel advantage
Why Exotel is considered as the most reliable cloud communications company in India and Southeast Asia
Superior quality
Best success rates, voice quality and reduced latency
Scale at ease
Grow at will, expand without worrying about infrastructure
Superior reliability
Best in class uptimes of 99.94% including operator uptimes
Best support
24×7 customer support via phone, email and Twitter
Simple to implement
Sign up and get started in less than 30 minutes, integrate easily using our REST APIs
Extensive reporting
Easy to understand, detailed reports sent every day
Know how a virtual call center software can help your business. Set up a call.
We take away some of the biggest pain points of traditional systems like EPABX.
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