Virtual call center solution with 8 outstanding features.

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With the development of the 4.0 era, virtual call center solutions are widely applied in various aspects of life. The same applies to business; to achieve set goals, products must integrate the most optimal and powerful features, while also meeting the needs of the target audience. Therefore, OMICall will help you understand more about what a virtual call center solution is and 8 outstanding features that every business should invest in.

What is a virtual call center solution?

What is a Virtual Call Center Solution?

A virtual call center solution is a VoIP-based voice and audio service that helps businesses achieve high-quality calls, including: secure customer information, continuously added new features, tight control over voice calls, and cost savings on hardware installation, setup, and maintenance. It also allows receiving customer calls from anywhere to various end devices such as landlines, mobile phones, tablets, and computers.

8 Outstanding Features of a Virtual Call Center Solution

In the 4.0 era, a virtual call center solution has helped businesses integrate many groundbreaking features that benefit them, such as:

Cost Savings

Saving on call costs: Automatically switching to a common number with the customer’s network provider.

Saving on personnel costs: No need to hire technicians to manage and operate the system.

Automatic Voice Response (IVR) System

When you call any business’s call center, you usually hear a message like: “Thank you for calling our company’s call center. To check your account information, please press 1. For advice and answers to related questions, please press 2…”. Then, depending on the customer’s needs, the system will route the call according to the customer’s wishes.

IVR provides detailed, automated guidance to the caller and directs the call to the relevant departments to resolve the customer’s issues. This makes the customer service process more proactive and professional for businesses.

CRM Mini – Customer Management Software

Easily track and store all customer information in one system, such as: name, phone number, customer needs, transaction history between the business and the customer, etc.

Therefore, CRM helps businesses avoid misidentifying customer information and saves time for sales/telesales staff.

Ticket Creation

Tickets help businesses manage and track interactions with customers, as well as the process of handling customer issues, thereby increasing efficiency and quality in their work.

In addition, tickets help internal staff receive, process, track, and report information to the business more accurately.

Call Recording

All incoming and outgoing calls of all employees will be recorded by the system. Calls will automatically record customer information or any advice given by sales/telesales staff. Therefore, leaders can easily review and check the quality of calls/customer service. From there, they can make adjustments and develop appropriate strategies for each employee to improve call quality.

In addition, businesses can find ways to enhance their employees’ understanding and quality of customer service.

24/7 Customer Care and Support

The smart call center solution supports businesses in providing 24/7 customer care – ensuring no customer is missed when they contact the business.

Calls on Multiple Devices: Employees can easily make and receive calls on PCs, laptops, or personal mobile phones as long as they have 3G/4G or an internet connection. Furthermore, call quality remains stable and effective.

Call Forwarding for Specialized Departments: Automatically redirect calls to Sales/Telesales staff or distribute calls to specific departments and specialists, receiving and processing information to provide appropriate support. The intelligent call center helps intelligently route calls to extensions, improving customer service quality.

Call Forwarding to Mobile Numbers: Forward calls to employees’ personal phones. If all extensions are offline, easily make and receive calls via regular personal phones without missing any customer calls.

Branded Music on Hold

Branded music on hold allows businesses to create exclusive hold melodies. This avoids boredom when customers call the call center or the business.

Branded music on hold also demonstrates professionalism and enhances the brand image to all customers.

Voice Brandname Calls

The call will display the business’s brand name (Voice Brandname) on the customer’s call screen to build credibility and trust, while also increasing brand recognition for customers when they answer the phone. With branded calls, businesses can easily increase customer answer rates up to 98%.

The Most Reputable Virtual Call Center Solution Provider Today

Currently, virtual call centers are one of the perfect solutions to support businesses in sales and customer service more effectively. A technology solution operating on an internet platform with many outstanding features that benefit both businesses and customers.

Contact OMICall Multi-Channel Virtual Call Center

OMICall – A reputable provider of virtual call center services, confidently offering the best service. Furthermore, OMICall always listens to and receives feedback so that we can continuously improve our services and features to ensure maximum customer satisfaction.

If you wish to register for OMICall’s smart call center service, you can visit our offices nationwide for support and consultation.

VIHAT TECHNOLOGY Co., Ltd

Headquarters: ViHAT Building – 06 Street No. 16 (Him Lam Residential Area) – Hiep Binh Chanh Ward – Thu Duc District – Ho Chi Minh City

Hanoi Branch: Floor 15, LADECO Building, 266 Doi Can, Ba Dinh, Hanoi

Cambodia Branch: Thida Rath #154 St. 33MC, Sangkat Steung Meanchey, Khan Mean Chey, Phnom Penh