Marketing
Promote your brand, evaluate the best service/product for your customer and reach out to the target market accordingly. Identify, segment and route customers to the best agent.
Introduction
A virtual call centre is a cloud based call centre in which the agents are geographically spread, instead of operating from work stations. For any industry or brand, the virtual call centre model helps in saving rent and equipment costs. The agents are connected via virtual call centre software. This software helps the agents to log-in as per his preference and complete the task accordingly. As a voice over internet (VoIP) technology, CIL’s Virtual Call Centre is quick to configure and easy to manage. For industries and brands looking for virtual call centre solutions, this instant service helps agents resolve issues faster, measure and improve phone support operations and deliver better customer experiences.
How does it work?
Virtual call centre is operated by central VoIP technology that helps all your agents to stay connected to the main network or dashboard. When calls come in from phone lines that are associated with various companies, the caller ID display will showcase the name of the company the customer is calling for as well as the call source. Seasoned agents know to double check the caller ID and circumvent the potential for confusion. Furthermore, since agents are able to set their working hours, there’s a lot more flexibility involved than building specified hours of operation.
All in one Virtual Setup
Hassle-free Inbound
Numerous IVR options to answer calls and deliver self-service. Easy hold, mute & call transfer features.
Easy outbound
Quick and efficient click to call from CRM or schedule & automate outbound dialling using diallers.
Smooth Routing
Route calls to agents, wherever they are located, based on their skill or customer priority.
Live Monitoring
Monitor remote agents in real-time. Barge-in, call and whisper to ensure quality. Call recordings on every call.
Number Masking
Mask customer numbers to ensure that you need not worry about data privacy.
ADVANTAGES
Easy Route calls to mobile
After the first setup, agents only need a mobile phone connection and internet service to manage both, inbound or outbound calls.
Zero Geographical Limitations
With a virtual call centre, brands get the flexibility of hiring agents from any part of the world. It is especially useful if your support relies on people working in different time-zones.
Lower setup costs
Setting up a virtual call centre doesn’t require purchase of additional hardware or other equipment needed for in-house call centre operation.
Deliver Great Experiences
Since all the calls are placed through the online dashboard, voice quality is independent of the agent’s internet connection.
Support Distant Working
Let your agents to work from anywhere, be it their home, a hostel, a cafe, or while they are traveling. Never face a resource crunch in adverse situations.
Application Area
Sales
Reach out to the maximum target audience, Connect with those who showed interest and convert the reliable leads to potential customers. Derive maximum value with each incoming call.
Service
Listen to your customer’s query, offer them apt solution or help and resolve their issues through a quick call. Integrate with CIL and deliver powerful customer service.
Automated Survey Panel
Brand can setup an automated survey panel to collect real-time feedback and response from end users. Track and monitor real-time data through our secure, flexible and robust architecture.
Success Stories
Samvad Kendra – Har Ghar Dastak for BJP
Campaign’s Objective:
Before 2019 General Elections, BJP wanted to touch base large section of voters and their volunteers across India with one-on-one personalized interaction by their calling teams. For adequate regional language speaking manpower, BJP decided to open call centers in 200 + cities across all States and Union Territories. The challenge they had was to have a centralized calling infrastructure, monitoring and reporting along with call recording and detailed analytics.
CIL’s Solution:
Cosmic set-up centralized calling infrastructure with 35000 calling Channels and also procured over 40000 SIM cards from different telecom operators which were provided to the agents across the states.
All the locations were connected to CIL’s calling infra for placing calls to end users with centralized reporting and monitoring. We established Secured two-way communication channels for taking calling requests from remote call centers so agents can do calling from their locations without any physical calling infra at their end.
The entire project was supported with high end Data & App Servers, Big Data Platforms, media servers, and continues tech support for seamless execution.
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