Virtual contact centers leverage cloud-based VoIP technology, enabling high-volume communication from any Internet-connected device. They combine advanced call management, routing, analytics, agent management, and queueing into a single, easy-to-use platform.
All of this allows people who use it to make and receive calls (or administer the system) from home, a coffee shop, a hotel room or their desk at work.
How to set up virtual contact center software
It all starts with finding the right contact center software. First, look for a solution that centralizes all the communication channels you use: voice, video, social media, email, and text messaging, to name a few.
Beyond that, it's a game of balancing the features you need with the budget you have.
Some tools have advanced features for large teams, others are simple and optimized for a handful of agents.
Once you've signed up, you'll need to port over existing numbers, if you have them. This can take weeks or months and significantly delay the process if you don't plan for it. You'll also need to set up basic call routing rules, configure call forwarding, and connect your CRM.
Setting up a new system versus migrating from an existing one
Starting a new virtual contact center? The process is simple – most vendors will walk you through every step.
Migrating from an existing system is often a bigger challenge, especially if you are a large call center that has traditionally been based in an office.
Your team will be unfamiliar with remote work and software. With so many changes happening at once, it’s important to prepare to avoid disruptions. The best approach is to detail each step of the process before you begin.
The seller should help you with this, but it's not as simple as starting over.
Once the new system is ready, test it with a few agents before rolling it out to the entire team. This way, you can troubleshoot issues without affecting everyone.
When done right, customers won't notice the transition.
I also recommend budgeting more time than you think you need, especially if you have to move thousands of users or years of data.
Onboarding Virtual Contact Center Agents
Setting up accounts for each agent is the easiest part of onboarding. With most virtual contact center solutions, it takes just a few clicks.
Training your team is much more time-consuming and can take longer than you expect. This is true whether you are hiring new agents or training them on a new system. Multiple training sessions may be required, especially if you are leveraging advanced features that they are not familiar with.
It's easy to follow the steps and simply tick the boxes with one great training session for your company.
However, I’ve had more success with small groups that give each agent enough time to simulate calls and use the platform as they would for a real interaction. This ensures they know where everything is, have the opportunity to ask questions, and have some reps participate.
Providing access and training on the new platform is just the beginning. You may also need to purchase new equipment, such as headsets, desk phones, and smartphones.
Finally, each agent must test their Internet connection at home.
For standard calls, you only need 0.15 megabits per second. For video calls, 3 Mbps is required. I recommend adding a 20-30% safety margin to that to account for other members of your household who may be using the internet at the same time.
Most home networks offer sufficient speed and bandwidth, but some may require an upgrade to ensure clear call quality without delays or echoes.
Advantages of a virtual contact center
In addition to ease of management and setup, there are many positive aspects about virtual contact centers compared to a traditional office environment.
Cost efficiency
The most obvious benefit is cost. The system itself is much cheaper than an on-premise or hybrid contact center solution. But that’s just the beginning. You’ll also save on:
- Rent/lease/loan payments.
- Utilities.
- Property taxes.
- Sure.
- Maintenance and repairs.
These savings easily offset the initial investments in better Internet, software, hardware, and training for your team.
Infinite scalability
With traditional contact centers, you'll eventually run out of physical space. Sure, you can buy a bigger office or add more branches, but you'll pay a lot for it.
On the contrary, you will have to pay for a larger office space if you downsize.
Virtual contact centers eliminate all of those problems. Adding or removing users from your system takes less than five minutes.
You will be able to grow as much as you need without all those added expenses.
Flexibility and employee satisfaction
A virtual contact center offers agents the option to work from home.
Even if you opt for a hybrid setup, that flexibility is something a traditional in-person call center can never offer.
Working from home can have a knock-on effect on employee satisfaction: many get more sleep, are happier with their jobs, have a better work-life balance, and are less likely to quit.
All of this leads to happier agents, which results in happier customers.
Access to a broader talent pool
A physical call center limits who you can hire. Even if some people are willing to travel quite far, you are limited to the talent that is located close to your office.
Virtual call centers allow you to hire from anywhere in the world. You can search and hire the best agents for your business, no matter where they live. Plus, you can hire agents in other countries to serve customers who speak other languages.
Advantages and disadvantages of a virtual contact center
Remote and hybrid environments present their own challenges. Fortunately, most of them aren't too difficult to solve.
Security concerns
Contact centers are attractive targets for data breaches and cyberattacks because they handle large amounts of data.
Virtual contact centers present even more vulnerabilities, especially if employees use their own devices. Keeping track of a fleet of laptops, cell phones, and desktop computers that aren’t under the same roof can quickly become an IT nightmare.
Not to mention the ability to protect them without violating personal privacy. Many remote work environments use virtual private networks (VPNs) to help with this.
On top of that, most virtual contact center solutions come with useful features, including:
- End-to-end encryption.
- Strict access controls.
- Multi-factor authentication.
- Security scans.
I also recommend training employees on cybersecurity basics to protect themselves.
Performing internal audits and penetration testing can also help you detect potential weaknesses before someone else discovers them.
SEE: Learn VoIP security best practices to keep your system safe.
Technical challenges
Relying on software is always a risk, regardless of whether your team is working remotely or not. If the software goes down, it won’t be able to get back up and running until it’s back online. This can lead to major outages, especially if it happens during peak volume.
Remote environments can make matters worse, adding power outages and connection issues to the list of potential technical challenges.
Often, other agents feel the burden, which can have a negative impact on customer service.
Offering a stipend for working from home and urging employees to invest in a good internet connection is a good place to start. It will reduce the chance that a slow or unreliable internet connection will hinder their work.
Training agents on common technical issues can also help resolve simple problems before they become serious outages.
Limited socialization and collaboration
Socializing, team bonding, and real-time collaboration come naturally to traditional office environments. Working from home stifles all three.
While there are ways to combat this (encourage interactions with agents, check-in regularly, and have face-to-face video meetings), nothing beats being able to walk up to someone’s desk and ask a question.
Sure, there are times when I wish my team could all be together in one place.
But when I see that they are so much happier to be able to work from anywhere, I know it is worth it every time.
