Virtual Call Center – A Remote Sales and Telesales Management Tool

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The impact of the Covid-19 pandemic has affected the operations of numerous domestic businesses. Customer service and support departments cannot work in the office due to social distancing regulations. However, working remotely presents challenges in management. So how can we effectively control the quality of work for remote sales and telesales?

Difficulties encountered when working remotely

Previously, most sales/telesales staff worked directly with the call center system in the office. Now, complying with social distancing regulations is impossible. This creates inconveniences regarding work location or the need to relocate the call center system.

Furthermore, businesses that grow may need to outsource a large number of sales and customer service staff to work from home. However, using employees’ personal phone numbers to call customers makes it difficult to reach them, resulting in an unprofessional brand image.

It’s impossible to check the quality of advice and the attitude of employees working remotely.

Furthermore, it’s impossible to manage conversations between customers and sales/telesales. It’s impossible to specifically assess the quality of advice and the attitude of employees. Therefore, recorded calls are essential for evaluation and quality improvement.

To serve research, business planning, or training to improve customer service, all call recordings must be stored in the company’s data repository.

A smart virtual call center will become the ideal tool to solve all of these problems. It supports business owners and managers in managing effectively, improving online workflows, and enhancing the quality of advice and customer service.

How does a virtual call center manage sales/telesales?

The OMICall virtual call center is a tool that helps manage employee performance and professionalize remote customer service, especially during work-from-home periods like lockdowns.

Unlike traditional call centers with cumbersome wired connections and high installation and maintenance costs, a virtual call center is completely convenient to use via internet connection on multiple devices such as smartphones and laptops. This allows employees to work from anywhere: in a cafe, at home, etc.

It features a CRM-mini system for storing and retrieving customer information.

All incoming and outgoing calls, missed calls, call duration, etc., are tracked and reported in detail. Businesses can proactively manage this at any time. The Ticket feature supports customer issues. Or request work support between departments based on the principles of transfer, notification, processing, reporting, etc., avoiding missed tasks or delays in processing progress.

The virtual call center manages customers through CRM-mini features, storing and retrieving information. Professional operational processes make monitoring and supervising telesales/sales activities easier.

Other outstanding features of the virtual call center:

Cost is always a concern from the initial selection of tools and throughout the implementation and operation process. To achieve both efficiency and budget savings for the organization or business, OMICall – Smart Call Center – not only operates on a stable platform but also possesses a high-end ecosystem of features.

Automatic call answering and call processing.

Saves 50% on communication costs compared to analog call centers.

Unlimited free internal calls

Customer funnel: prioritized to offer suitable deals to customers.

Customer classification system based on customizable data fields. Includes filters for easy customer information retrieval.

Intelligent call routing to the nearest sales/telesales representative, distributing calls to each department.

Multi-channel integration with social networks such as Facebook Messenger, Zalo, Email, and SMS Brandname… Customer service at every touchpoint, driving consumer behavior.

Conclusion

Managing the quality of work of sales/telesales teams remotely using a multi-channel Smart Call Center optimizes the customer lifecycle and delivers the best service quality. The system is flexibly applied to a variety of industries and fields such as: Education, Insurance, Real Estate, Banking, E-commerce, Tourism, Restaurants – Hotels, etc.

VIHAT TECHNOLOGY Co., Ltd

Headquarters: ViHAT Building – 06 Street No. 16 (Him Lam Residential Area) – Hiep Binh Chanh Ward – Thu Duc District – Ho Chi Minh City

Hanoi Branch: Floor 15, LADECO Building, 266 Doi Can, Ba Dinh, Hanoi

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