Reading time: 4 minutes

Today, many businesses have chosen to install VoIP virtual call centers to replace traditional ones — thanks to the outstanding advantages this service offers. A VoIP virtual call center helps businesses optimize costs and provides convenience throughout operation and daily use. It delivers effective customer care while significantly boosting revenue for the business.

VoIP Virtual Call Center Replacing the Traditional Call Center

Disadvantages of Traditional Call Centers

Traditional call centers have existed for decades and are well-established and familiar to many businesses. However, setting up the system requires a significant upfront investment. Monthly voice call charges are also far from low. On top of that, traditional call centers incur additional costs for equipment repairs and maintenance.

Using a traditional call center is time-consuming when it comes to storing customer information through paper records or files. There are delays in retrieving information and responding to customer inquiries about products and services. Connecting different departments requires costly setup and considerable time to implement. Employees must be physically present in the office to answer customer calls, which limits flexibility in the workplace.

With the advancement of technology, VoIP virtual call centers have addressed all the shortcomings of traditional call centers — and in particular, they integrate many superior features that help deliver a much higher level of customer care effectiveness.

Disadvantages of Traditional Call Centers

Outstanding Benefits of VoIP Virtual Call Centers for Businesses

According to current statistics, a VoIP virtual call center helps:

• Save 50% on monthly call charges
• Achieve over 98% call success rate
• Increase call answer rates by 90%
• Ensure call quality up to 95%

Businesses no longer need to invest in bulky call center equipment — simply use devices such as a phone, laptop, or PC connected to WiFi, 3G, or 4G internet to start using a VoIP virtual call center.

With the integrated IVR (Interactive Voice Response) feature, incoming calls related to customer needs are answered automatically — lightening the load on staff. Businesses can also use IVR for outbound calls to collect customer feedback through polls or surveys.

Customer care effectiveness is enhanced through multi-channel support across Facebook, call center, Website, Zalo, and more — along with mini-CRM integration. This delivers a seamless experience for users when interacting with the business, encouraging customers to return and purchase more.

The Marketing Funnel feature segments target customers into groups such as: uncontacted leads, referred customers, contracted customers, and so on — allowing businesses to offer the most appropriate incentives and care policies for each group.

It also supports connectivity with call center numbers 1900, 1800, 024xx, 028xx, and more — with no limit on the number of simultaneous calls, while displaying only a single mobile number.

Most notably, it allows completely free internal calls — quickly connecting departments and branches with one another for more convenient information sharing.

Applications of the VoIP Virtual Call Center System for Businesses

The VoIP virtual call center system is applicable across all business sectors, and is particularly suited for the following types of businesses:

• Banks
• Schools
• Beauty clinics and Spas
• Companies with multiple agents and branches
• Supermarket and shopping center chains
• Restaurant, hotel, and tourism businesses

The VoIP virtual call center helps businesses streamline customer consultation, internal communication, and information storage. In addition, its high level of security ensures that internal data sources remain protected from leaks.

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