Virtual call center – A powerful customer service assistant for businesses.

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Technology is constantly developing, giving rise to many products that meet the needs of people’s lives and work. Among them, the virtual call center is a tool that is being widely used by many businesses today. So what benefits does it bring to businesses?

What is a virtual call center?

A virtual call center, or virtual PBX, is an automated system that uses artificial intelligence to make calls according to a pre-set script. No intervention from call center staff is required. This solution is developed through the use of text-to-speech technology.

Improvements of a virtual PBX compared to a traditional PBX

Setup

When deploying a traditional PBX, many businesses spend a considerable amount of time on setup. This is because they are required to purchase hardware, obtain licenses, and set up infrastructure. In addition, they must find compatible software. Conversely, a virtual PBX is very easy to install. It only takes a few minutes to set up and use on an online platform.

Pricing

The cost of a traditional PBX is quite high. This is because you have to pay for many installation components. Upgrades and maintenance are required every 5-10 years. A virtual PBX, on the other hand, doesn’t require significant hardware or infrastructure costs. As long as the business has an internet connection and high bandwidth, the only ongoing cost is the monthly subscription fee.

Virtual Call Center – A Powerful Customer Service Assistant for Businesses

Features and Characteristics

Traditional call center systems have basic features: call forwarding, call holding, music on hold, speaking to an operator, and call logging. These features are fully integrated into a virtual call center. In addition, virtual call centers also include advanced features such as: live call monitoring, intelligent IVR, etc.

Integration

Integrating a traditional call center system with other services requires complex installation. Each business needs a high-quality, experienced IT team to deploy and integrate the system. This is quite challenging for small and medium-sized businesses. A virtual call center is simpler, easily integrating with CRM/ERP in just a few hours of installation.

Stability

Depending on the technology and hardware components, the quality and stability of calls from a traditional call center are significantly affected. While a virtual call center only requires a strong, stable internet connection, call quality will be significantly improved.

Case study on using the OMICall virtual call center

Van Phuc Group

Van Phuc Group, a real estate corporation established in 1995, always prioritizes customer care and service. The company chose the OMI Start package with its notable features. The optimized call routing feature allows the call center to store customer phone numbers when they call. When a customer calls back, the call center automatically retrieves the data and transfers the call to the appropriate staff member. This saves time and makes customers feel valued. Furthermore, the call forwarding feature ensures that no calls are missed.

Van Phuc Group

The call tagging/note feature allows Van Phuc Group to easily store customer information. Customers can also be categorized by purchasing needs, geographical location, etc., making management easier and more transparent.

In addition, the virtual call center’s automatic calling feature allows setting the number of calls, the interval between calls, and the call time frame. If no one answers, the system automatically calls back. This makes it easier for Van Phuc Group’s staff to find new customers.

The SMS Brandname feature allows sending automatic messages to customers on special occasions such as birthdays and holidays with the brand name. This helps Van Phuc Group quickly build goodwill with customers. Furthermore, this feature helps the business remind customers about payment deadlines.

City Auto

City Auto Joint Stock Company (CTF) was established in 2009. It specializes in the distribution of automobiles. With confidence in OMICall, CTF decided to sign a contract to use the OMI Business package for 10 employees, using the 1900 number on IP phone devices.

OMICall helped CTF connect its IP phone number to existing services in Vietnam and build a virtual call center system. With its automated call center scripting feature, the company created a complete script including greetings, keypad instructions, call assignment, busy notifications, and call forwarding… This provided quick support to customers in case of emergencies.

Pet Mart

Pet Mart, a chain of pet supermarkets with many branches nationwide, often faced the problem of overly busy staff during peak hours. This resulted in many missed calls for appointments and consultations from customers.

Pet Mart

However, thanks to using the OMI Enterprise package for 70 employees, Pet Mart has become more flexible in interacting with and caring for customers.

In particular, the Mini-CRM feature displays complete information about the number of interactions, notes, and customer information. This eliminates confusion between customers, creating the best conditions for professional and efficient service.

In conclusion:

Virtual call centers remain a preferred solution for customer outreach and service in businesses due to their superior advantages. Hopefully, the information shared in this article will help businesses find a reputable virtual call center provider.

VIHAT TECHNOLOGY Co., Ltd

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