[FAQ] Frequently Asked Questions about Virtual Call Centers

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The term “virtual call center” is no longer unfamiliar to those working in business, customer service, etc. Virtual call centers are deployed on a cloud computing platform, operating through Wi-Fi, 3G, and 4G internet connections. This article aims to summarize some frequently asked questions related to virtual call centers.

What are the outstanding functions of a virtual call center?

A virtual call center not only possesses the same call and messaging features as a traditional call center but also offers many outstanding advantages such as: automatic calling (Auto Voice), automatic answering (IVR), caller ID display, customer information storage and updating using CRM, call recording, managing the work quality of sales/telesales staff, and quickly extracting detailed call reports using Excel, etc.

Can I integrate a 1900-1800 number?

Of course you can. A virtual call center allows integration of 1900-1800 numbers. In addition, it’s easy to integrate fixed-line and mobile numbers.

When switching to a virtual call center, will I keep my old hotline number?

You can absolutely use your current business hotline number for the virtual call center. If you don’t have a hotline number yet, we will assist you in purchasing a new one.

Which businesses are suitable for using a virtual call center?

Virtual call centers are used by companies, organizations, corporations, SMEs, startups, etc., in a variety of industries such as education, tourism, aviation, e-commerce, etc., that need to improve customer service and management.

Or they want to own a professional call center system without investing too much in infrastructure, maintenance, and operational personnel costs.

If a customer calls outside of business hours, can the call be automatically forwarded to a personal phone?

The answer is yes. You can set this mode on the call center system to forward calls to the employee’s personal phone number when they are offline, have a weak network, or no one answers during their shift.

Can customer calls be recorded?

Virtual call centers have the feature to record all customer calls. You can listen to recorded files in the call history section. This helps you easily detect and fix errors during consultations. It also allows management to better monitor the quality of work of the call center agents.

What do I need if I want to change offices?

You can easily move the call center system anywhere. It only needs an internet connection (3G, 4G) to operate on multiple devices such as PCs, laptops, smartphones, and IP phones.

Does the virtual call center have an automatic greeting when customers call?

With the automatic IVR feature, it provides detailed instructions for callers. You can create any script to suit your business’s customer needs.

For example, a customer calling will hear a greeting: “Welcome to our company. Please press 1 to reach the technical department, press 2 to reach the sales department,…”

Can I update customer information on the system?

With the automatic IVR feature, it provides detailed instructions for callers. You can create any script to suit your business’s customer needs.

For example, a customer calling will hear a greeting: “Welcome to our company. Please press 1 to reach the technical department, press 2 to reach the sales department,…”

Can I update customer information on the system?

Absolutely. The integrated mini CRM feature makes storing and updating customer information convenient right on the system. You can easily retrieve caller information. A call pop-up and interaction count will be displayed.

The above are some frequently asked questions during the process of learning about and registering for a virtual call center for businesses. Additionally, if you have any further questions, please contact OMICall for the quickest answers.

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