More and more professionals are coming into the field in almost every business segments and they also happen to be customers of various products and services. These people need excellent service standards and quite a few of them are impatient and have very little time to spare. In such a situation, we need call center executives or a business process solution that will handle them with care, efficiency and speed. This may not be exactly possible with the conventional call centre setup or the much maligned BPO setup working in some remote country like India or China. In such a situation, the concept of virtual call centers is gaining a lot of ground and acceptance because of its uniqueness and the ease with which it can be customized and made suitable for a specific set of customers, whose demands are also very special and at times very finicky.
The virtual call center process is mostly system driven with very little manual intervention as far as routing of calls and other matters are concerned. The whole thing is taken care of by the well developed software program where each and every parameter is very well defined and is easily customizable if needed. Because of this with the help of virtual call centers it is always possible to fulfill the requirements of the consumers better and it is also possible to provide them faster, and in a much more professional manner.
A good virtual call center software enables the organization to have a closer look at their agents and zero in on the best talents based on their abilities and skills. It also takes into account the waiting time that might be needed for each agent. The software is so advanced and so intelligent that it enables transfer of incoming calls from customers to the most expert call center agents depending on the nature of the call and the customer profile. It takes into account the exact need of the customer and also considers the waiting period that has been preset by the user. As and when an incoming call comes, the virtual call center s virtual intelligence takes over and it ensures that the call is transferred only to the most suitable virtual call center executives thereby ensuring better customer satisfaction and lesser number of unsolved complaints.
From the employees and organizations perspective too, these virtual call centers have a lot to offer. All unwanted or unnecessary calls can be discarded or nipped in the bud by an agent. It has the facility of to automatically trash these calls and ultimately they get rejected, though some basic details of the caller are stored in a database which may be of use at a later date.
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