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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.

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All in one Virtual Setup

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Hassle-free Inbound

Numerous IVR options to answer calls and deliver self-service. Easy hold, mute & call transfer features.

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Easy outbound

Quick and efficient click to call from CRM or schedule & automate outbound dialling using diallers.

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Smooth Routing

Route calls to agents, wherever they are located, based on their skill or customer priority.

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Live Monitoring

Monitor remote agents in real-time. Barge-in, call and whisper to ensure quality. Call recordings on every call.

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Number Masking

Mask customer numbers to ensure that you need not worry about data privacy.

ADVANTAGES


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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.

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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.

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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.

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Deliver Great Experiences

Since all the calls are placed through the online dashboard, voice quality is independent of the agent’s internet connection.

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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.

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Scalable System

Easily add and remove agents depending upon your calling



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Quality Monitoring

Manage tasks and workflow and analyse agent’s productivity efficiently.

Application Area

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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.

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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.

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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.

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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