Customer relationship management (CRM) has become an essential indicator of business success. The increasing adoption of virtual call center platforms in recent years is among several other factors supporting this claim. As of 2016, about a thousand companies worldwide used the cloud for various customer support services. Today, a whopping 25 percent of all customer interactions leverage chatbots and other virtual resources for efficiency. The virtual call center industry will reach $496 billion in market value by 2027. On that note, here are a few reasons why virtual call centers are the future of customer service.
The COVID-19 pandemic ushered in a new normal for all businesses, and many professionals have to work from their own homes in response to various health protocols. Sadly, no one knows when all this will be over for things to return to normal; however, the good news is everyone is trying to adopt new ways to survive a new normal. For the most part, that is why virtual call center platforms have become a go-to for remote business owners—they allow business owners to tailor their traditional call center solutions with remote sources.
Aside from preparing traditional call center managers for the new normal, the remoteness of virtual contact center platforms has several other benefits. Firstly, businesses can avoid unnecessary operational and capital-intensive expenses by hiring a remote call center agent. Also, virtual contact center functions using the cloud and its enabling resources. Therefore, you may not need high-end tech staff as virtual call center employees, which can save you some money in recruitment costs.
Today’s customers have endless expectations, and it only takes a two-second Google query for customers to deflect their business towards competitors. For this reason, your call center shouldn’t keep customers waiting for too long. This is when a virtual call center software comes in. It can create automated responses using predictive analytics and complex machine learning models.
Predictive analytics is a mainstay for virtual call center engineering, and businesses can reap endless benefits with customers in the future. What’s more, many customers find predictive callbacks appealing. For example, suppose a customer’s flight gets canceled. AI-enabled virtual centers can call stranded customers providing rebooking alternatives and assurance. Such proactive customer service efforts land you in customers’ good books, and they can repetitively do business.
Customers communicate from multiple channels, and each has its own rules for communication. On top of that, social media content volumes keep increasing so fast. For instance, social media users make close to a billion Facebook posts each day, 500 million tweets, and half a million Instagram photos.
It can be challenging for your contact center to make the desired strides with this vast volume. However, personalizing your customer service messages holds significant promise in relating with clients across multiple channels. Customer service representatives can better understand customers’ history, practice active listening, and tailor efforts with virtual contact centers.
Personalization is the way for many businesses, especially with millennials or Gen Zs. About 71 percent feel frustrated when a branded message or shopping experience is impersonal. Therefore, throwing investing in virtual contact centers sets you up for better customer relationships in the future.
The essence of data in today’s business world can’t be underestimated, as it fuels almost every activity, from managing your home office to storing your callers’ information. More than half of the current Global 1000 companies leverage virtual platforms for several data management benefits, especially to store customer data. Virtual contact centers afford businesses the tools to collect data responsibly. But beyond the data collection capabilities, virtual call center options provide more room for data security.
The world is changing fast, and customers now have widespread access to multiple alternatives. Therefore, building a thriving virtual call center is more than a luxury. It has become the best option yet for business to scale their customer service into the future.