Virtual call centers a customer service or technical support center that allows agents to work remotely instead of being located together in a physical office. Agents in a virtual call center use their home computers or laptops to receive and handle inbound calls, emails, online chats, and other inquiries from customers. This is made possible through call center software and systems that distribute calls or requests automatically to available agents.
Some key benefits of a virtual call center model are the ability to recruit talent nationally rather than being restricted geographically, reduced infrastructure and real estate costs since no physical call center space is needed, increased flexibility for agents to work from home, and built-in disaster recovery since agents can easily relocate if necessary while still taking calls. Challenges can include managing remote agents spread out across locations as well as ensuring data security and customer privacy, but technological solutions continue to improve in these areas. Overall, virtual call centers allow businesses to scale customer service according to fluctuating demand in a highly flexible and cost-efficient model.
Some common complaints that virtual call centers receive are noise and disruption during the call, delayed responses, and incorrect ticket assigning. This is why the agents must have access to high-end and bulletproof call center software for an optimal experience.
So, in this article, we will discuss different types of call centers and what assistance they offer for a particular industry. We will also discuss a list of the top software for each industry so you can make an informed decision.
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Best virtual call center companies
Has your business grown exponentially in the last couple of months, or are you still wishing it does? In any case, it would be a good idea to outsource your call center, which is where a BPO call center comes in.
For this to work efficiently, business owners need efficient virtual call center software that agents can utilize for better performance. There are different BPO virtual call center software available that you can check out and see which one works optimally.
What is a BPO Call Center?
Business Process Outsourcing, a BPO call center, allows the business owner to outsource business operations to third-party vendors. This means a BPO call center is a group of agents that virtually handle business operations and queries for other businesses.
Some BPO call centers handle telemarketing, market research, and sales, while others handle customer service representation and inbound calls.
Here is a list of the top 10 virtual call center companies:
- LiveOps – One of the largest cloud contact center providers, with over 20 years of experience. They offer flexible plans and a large network of home-based agents.
- Working Solutions – A leading virtual call center since 1996, with a focus on customer service and sales support. They recruit, train, and manage remote agents.
- Sykes – A global leader in outsourcing with at-home and small-office contact centers. They offer scalable and secure cloud contact center solutions.
- Teleperformance – A major global player in the contact center industry, with a large remote staff. They provide omnichannel customer experience solutions.
- Concentrix – A technology-enabled global business services company specializing in customer engagement and business optimization. Significant virtual call center capabilities.
- TTEC – One of the largest and most experienced virtual call center companies, founded in 1982. They provide customized work-from-home agent programs.
- Alorica – Since their launch in 1999 they have become one of the biggest customer experience providers with 100,000 employees in over 25 countries.
- Sitel – A leading global customer experience management provider with a network of 150,000 employees across the world, including virtual call center agents.
- Transcom – Operating for over 25 years, they provide specialized omni-channel customer care and credit management services through virtual call centers.
- KellyConnect – A division of Kelly Services focused on providing work-at-home contact center solutions, with experience managing large virtual call center teams.
What Areas Does a BPO Call Center Cover?
BPO is a common practice among business owners to get help from third-party vendors in areas outside their expertise. It takes a load off their shoulders so the internal team can distribute resources more efficiently.
A BPO call center can function as both; an inbound call center and an outbound call center. In both cases, it assists in the following areas.
- Customer support on various channels
- Outbound and inbound calls
- Telemarketing
- Market research
- Technical support
- Help desk services
- Lead generation and sales
Recommended Software for BPO Call Centers
A few software that are highly recommended for a BPO call center include,
- CloudTalk
- Nextiva
- TalkDesk
- HubSpot
- Five9
Best Software for Healthcare Call Centers
Medical centers and hospitals invest millions to purchase equipment, modern facilities, supplies, and educated staff yearly.
As healthcare systems around the globe take necessary measures to improve the experience and patient satisfaction, diving into the trend of healthcare call centers can prove to be an excellent step for the betterment of patients.
What is a Healthcare Call Center?
A healthcare call center is an outpatient support team that manages patient appointments, scheduling and rescheduling procedures, appointment follow-ups, patient queries, and much more to boost the patient experience.
Unlike other call centers, a healthcare call center’s agents must be more empathetic and know healthcare systems. Therefore, the team must respond to an inbound or outbound call more comprehensively to boost their satisfaction.
A healthcare call center agent can also prioritize patient queries, such as someone asking for prescription details for someone with a health emergency. Ultimately, the virtual health call center’s goal is to boost medical centers’ productivity, all while reducing patients’ grievances.
How Does a Healthcare Call Center Help?
Outsourcing to healthcare call centers allows the medical center to rely on its agents to manage outbound and inbound patient communications. This communication is imperative for managing smooth operations at the medical centers.
A healthcare center helps you in the following domains,
- Better patient engagement and boosted satisfaction
- Reduced overhead costs
- Enhance project management
- Convenient insurance verification
- Reduced the number of patient no-shows
- Enhanced brand awareness
- Better ROI
Recommended Software for Healthcare Call Centers
Some of the best software for healthcare call centers are mentioned below,
- Zoho Desk
- RingCentral
- CloudTalk
- Exotel
- Service
Best Software for Insurance Call Centers
Lastly, an insurance call center is the point of contact between customers and the insurance company. People rely heavily on an insurance company for the safety of their families, assets, homes, automobiles, and various other things.
In the last few years, many insurance companies have been moving towards outsourcing their call center services, and here is everything you should know.
What is an Insurance Call Center?
An insurance call center is imperative for business owners to improve their inbound and outbound customer service. The ultimate goal of an insurance call center is to provide customers with top-notch services to win them over.
Insurance call centers exist because they have to manage several departments, provide information on legal issues and tariffs, and take care of user information and a whole load of other work.
The insurance industry is challenging for an ordinary person to understand, so it is imperative to hire individuals with the best industry knowledge and who can guide the customers well.
What Areas Does an Insurance Call Center Cover?
Insurance call centers cover various domains. They are also responsible for handing out information and decreasing the load on your internal team. But they offer assistance in the following areas,
- Client retention
- Reduce customer acquisition cost
- First, call resolution
- Case management
- Customer care
Recommended Software for Insurance Call Centers
Here are some of the best software for insurance call centers,
- Zendesk Talk
- RingCentral Contact Center
- LiveAgent
- FreshDesk
- Twilio Flex
Some Common FAQs About Virtual Call Center Software
Answers to some of the common FAQs about virtual call center software,
What should I look for in virtual call center software?
You must look for various things in virtual call center software, including a cloud-based approach and interactive voice response.
How can you make your virtual call center more efficient?
You can make your virtual call center more efficient by having a problem-solving approach and taking proper feedback from the customers.
Final Verdict
So, this is everything we could gather about virtual call center software and our top choices for software for different industries.
You should remember that every industry, whether it is healthcare or business, has its requirement for a virtual call center. For example, the healthcare sector would want its call centers to be more proactive, whereas the business industry would need telemarketing as the ultimate goal.
You have to select software that meets these requirements. There are tons of software options available, so choose one after thorough research.
Mustafa Al Mahmud is the founder and owner of Gizmo Concept, a leading technology news and review site. With over 10 years of experience in the tech industry, Mustafa started Gizmo Concept in 2017 to provide honest, in-depth analysis and insights on the latest gadgets, apps, and tech trends.
A self-proclaimed “tech geek,” Mustafa first developed a passion for technology as a computer science student at the Hi-Tech Institute of Engineering & Technology. After graduation, he worked at several top tech firms leading product development teams and honing his skills as both an engineer and innovator. However, he always dreamed of having his own platform to share his perspectives on the tech world.
With the launch of Gizmo Concept, Mustafa has built an engaged community of tech enthusiasts who look to the site for trusted, informed takes on everything from smartphones to smart homes. Under his leadership, Gizmo Concept has become a top destination for tech reviews, news, and expert commentary.
Outside of running Gizmo Concept, Mustafa is an avid traveler who enjoys experiencing new cultures and tech scenes worldwide. He also serves as a tech advisor and angel investor for several startups. Mustafa holds a B.S. in Computer Science from HIET.