Businesses, both online and brick-and-mortar, depend on call centers to not only sell their products and services, but also to handle customer questions and issues. They rely on these centers to nurture a rapport with their callers, and make each caller feel that they’re valuable.

But because of a number of factors, including location and limited space, a company can’t always hire the number of agents they need, so it might decide whether to lease more space to house a call center, to use the crowded and limited facilities that they have, or to simply do away with a call center altogether.

Fortunately, businesses also have the option of creating a virtual call center where agents to work remotely. Remote call centers are an excellent way to organize and expand a business, keep costs low, and easily scale up or down.

So, whether a business is already up and running with a call center in place, or just starting out and putting together an inbound or outbound center, starting out with the most reliable virtual call center software is essential.

Because setting up any kind of call center, even a virtual one, is an investment of time and money, business owners must ensure that each step is done properly. This requires a plan of action.

One key factor for setting up a virtual call center is choosing the correct virtual call center software. Virtual call center software, such as BrightPattern, is specifically designed to be easily set up and user friendly. And, because it’s cloud-based and remote, it can be set up in any location with internet access.

Investing in the right call center software is probably the most important aspect to grow a business using virtual call center software. Here are four reasons why using the right virtual call center software can help grow a business and help keep agents and customers happy.

  1. Virtual call center software,such as that from Bright Pattern, allows tasks and communication to be scheduled, thus simplifying the workload of agents and management. The software allows the call center manager to easily and quickly set up tasks, schedules and communication with agents working in-house as well as remotely. And, because the software is easy to use, both management and agents are freed up so they can concentrate on other tasks.
  2. More accurate data.Call centers rely on accurate, up-to-date data and information that contains call logs, recordings, customer satisfaction scores, call time and overall matrices. The software allows management to easily track data and make immediate corrections. It also presents a more courteous and professional image to customers, who then, in turn, become repeat buyers.
  3. Increases customer efficiency. No one likes to wait on hold for an agent to answer a phone call. And the longer the wait, the more agitated a customer can become. Virtual call center software can be used to immediately route calls to agents who then quickly answer customer questions. This has a twofold effect. Customers with questions or issues are dealt with quickly, thus decreasing their frustration, and agents are allowed to take ownership of a problem and follow through to a satisfactory end.
  4. Improves the call center’s performance. Using the proper virtual call center software will most likely improve the overall performance of the call center. Virtual agents will be able to take more calls, thus handling more customers, and the management team will be able to analyze the data produced by the software.

When a business is able to increase both customer and agent satisfaction and analyze data to improve the call center’s performance, the business is set up to almost automatically increase revenue and profits and grow exponentially.