Gone are those days when agents used to sit in a row in cubicles and answer back-to-back calls. Businesses are changing rapidly and shifting to virtual contact centers, promoting digital experience, remote work, and prioritizing customer expectations. In the virtual contact center setup, businesses get flexibility and the ability to hire talent from anywhere in the world, along with saving costs.
This contact center offers flexibility, and it looks like businesses only have to shift from on-prem to cloud, but the fact is different. Before shifting to a virtual contact center setup, businesses need to do thoughtful planning, select the right technology stack, and create a team that can thrive and flourish in the remote working environment.
Here is a write-up to help you out, whether you are transitioning from an on-premises to a cloud setup or building a virtual contact center infrastructure from scratch. We will discuss significant pointers you need to know before setting up a virtual contact center.
What is a Virtual Contact Center?
A virtual contact center is a cloud-based setup that allows agents to work remotely from multiple locations. Instead of sitting in one single location in the office, the customer support team can operate hassle-free from different geographical locations. Businesses can manage customer interactions across communication channels, like chats, calls, social media, and emails, without any physical infrastructure through internet-based telephony, cloud, AI-powered tools, and cloud CRMs.
A virtual contact center offers several advantages that are attracting businesses.
- 24/7 support
- Reduces overhead costs
- Opens up access to global talent
- Improves business growth
These are some of the reasons why companies worldwide are adopting virtual contact centers as the future of customer experience (CX).
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Virtual Contact Center vs. Traditional Contact Center
Understanding the difference between traditional and virtual contact centers is key when planning a transition. Here’s a quick side-by-side comparison for a better understanding.
How to Start a Virtual Contact Center?
Setting up a virtual contact center doesn’t only mean a shift from a traditional contact center setup to virtual infrastructure. There must be a streamlined roadmap to take everything forward.
1. Define Goals
The first step is to figure out why you want your contact center to go virtual. Is it the cost that’s denting a hole in your pocket? Or are you looking to enhance your customer service? Look for other key aspects too, such as checking the interaction rate on all communication channels, coverage hours, and key metrics, like CSAT or AHT. Having a clear goal will help you make the correct technology selection, hire the right candidate, and make informed decisions.
2. Select the Right Tech Stack
For a virtual contact center, having a strong digital foundation is crucial. Whether you are choosing a cloud-based telephony system like CloudTalk or Genesys Cloud, or using CRMs like HubSpot or Salesforce, ensure that these tools and other business applications are integrated through a Smart CTI Connector to support automation, AI, and reporting.
3. Hire and Train the Right Team
Hiring remote agents is not limited to looking for candidates with good communication skills; they must be self-motivated, tech-savvy, and dependable. Once onboarded, train employees on the existing tools, workflow, and customer experience standards. Use simulations, role-plays, and regular coaching to keep them on track and updated.
4. Set Up Operations and Ensure Compliance
Data security is of utmost importance when planning to switch to the virtual call center setup. Defined QA standards, SLAs, and escalation paths. Always be compliant with regulations, such as the General Data Protection Regulation (GDPR), the Health Insurance Portability and Accountability Act (HIPAA), etc. Use secure networks, data encryption, and remote monitoring to keep systems safe.
5. Monitor, Improve, and Scale
Now it’s time to keep an eye on KPIs like First Call Resolution (FCR) Rate, Net Promoter Score (NPS), and agent productivity. Customers’ feedback is essential to improve agents’ training, business tools, and workflows. Use advanced AI-powered tools and self-service channels without any physical limitations.
5 Things to Consider While Setting Up a Virtual Contact Center
1. Incorporate Omnichannel Support
Customers these days look for instant support across communication channels, such as chats, calls, emails, and social media.
While setting up a virtual contact center, businesses should ensure that the infrastructure supports omnichannel capabilities for offering a seamless customer experience.
2. Prioritize Communication and Oversight
Remote teams can’t thrive in isolation. Therefore, regular check-ins, daily stand-ups, and transparent communication protocols are essential to keep the team engaged and updated. In a virtual contact center environment, use messaging tools and dashboards to create connected and aligned work environments for agents.
Supervisors should use monitoring tools like iVision Wallboard to track activities in real-time and provide timely feedback to agents. With updated reports, teams can celebrate wins, identify areas of concern early, and keep morale high with recognition and support.
3. Equip Agents with Strong Tech
No matter how skilled the team is, they can’t perform outstandingly without the right tools in place. It should be prioritised that team members have high-speed internet, updated laptops, headsets, and backup systems (like mobile hotspots).
Periodic IT checks help keep standards high, so 24/7 IT support or automated troubleshooting tools should be in place so that agents don’t get stuck during customer calls.
4. Put Customers at the Center
Focus on meeting customer expectations and offering an exceptional experience by providing cross-channel support, using AI-powered chatbots, and self-service portals to reduce wait times and improve satisfaction.
Leverage CRM data to personalize every interaction. Customers appreciate it when agents know their history and resolve issues faster.
5. Scalability & Future-readiness
A virtual contact center should be built for both current needs and future growth. Customers’ demands fluctuate over time and with changing requirements; therefore, your plan should scale effortlessly without compromising performance.
Incorporate channels that support modular upgrades and allow businesses to add new channels and features when needed. Prioritize contact center integration providers like NovelVox, which offer AI-driven automation, predictive analytics, and integration flexibility to stay ahead of evolving customer expectations.
Final Thoughts
Virtual contact centers offer unmatched flexibility, operational efficiency, and global reach. But to scale in the future, it’s crucial to have a strong foundation. Businesses need to have a smart strategy, seamless tools, and a people-first culture to thrive in the virtual contact center landscape.
Are you looking to modernize your legacy setup? Make sure every decision from hiring to tech, to culture, and tool integration is top-notch. Remember, a great customer experience starts with an empowered, connected team. So, rely on a renowned contact center integration platform (CCIP) like NovelVox, which helps in seamless transitioning from traditional to virtual contact center and even offers impeccable solutions to upgrade the on-prem solution without changing the infrastructure. Here, we offer a lot in the contact center integration space. Connect with our experts to learn more about our offerings.
