Call centre business is no longer limited to on-premise services.
Come on!
It’s the digital era, and every business niche has had to enter the online arena.
But what’s the hack?
How to launch your virtual call centre successfully? What constraints should we keep in mind when building one? Do you even make a profit by running a virtual call centre?
Well, we will answer all your queries in today’s blog post. So keep your eyes glued to the post right till the end to know more.
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What Is A Virtual Call Centre?
Just as the name suggests, a virtual call centre can operate virtually without having to have an on-site location. All the agents here work from home and can have their flexible set-up.
It is no different than the traditional call-centre system, yet according to some studies, it is more responsive and efficient.
Why Should We Go For A Virtual Call Centre?
So why on earth should you think of a business like a virtual call centre? Let’s find out the answer from the following:
- You Minimise overhead costs.
- You minimise the cost of booking for on-site set-up. You also get rid of the utility charges.
- You get to serve your clients with cloud operations, which are much more reliable and offer a huge amount of storage.
- You get to make calls via the Internet, so you also cut down on the high expenses of international calls. The only expenses you get here are:
1. Remuneration and insurance of employees
2. Expenses of Internet connection
3. Virtual dialing system
4. Desktop, laptop, headset
- With cloud systems, you can easily scale your business whenever required, unlike the on-site ones.
- Since it’s the GenZ era, your clients are more likely to use virtual services. Therefore, going for a virtual call centre can be a profitable idea.
- Flexibility in expanding your business hours
Steps To Launch A Virtual Call Centre
1. Plan, note, and specify the focus and requirements of your virtual call centre. Suppose you are planning to make an inbound call centre. Focus on getting the objectives and features of it. If it’s an outbound one, then change your requirements as needed.
2. Then start crafting and deciding your budget
3. Build up your team and go through the recruitment process to find out potential trusted remote employees. Once you’re done building a team, you only need less than an hour to set up your virtual call centre.
4. Maintain trust and transparency in each of your works
5. Invest wisely in buying your call centre software
6. Choose the performance metrics and KPIs as per your business needs.
7. Regularly monitor all the performance metrics
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8. Have a separate support team that will be serving the queries of customers 24/7
9. Also, try to throw regular campaigns to train your existing employees and agents
10. From social media to professional platforms, keep posting about your brand and business so that your potential leads are aware of your brand.
11. Target the platform, communities, or groups where people might be interested in buying your call centre services.
12. Always try to make attainable sales goals and then compare if you have successfully reached your targets or not.
13. Ensure your agents are providing services while maintaining industry standards.
14. Keep updating your software and features so that you maintain the quality of the latest trends. Also, remember to configure the basic settings and ensure your agents can do that properly.
15. Go for a trial or two to test if everything is working fine on your end. Be it the IVR, voicemail, or just checking the call quality, double-check all you have.
15. Lastly, don’t forget to make a guideline so that employees observe your rules and regulations.
Which Is Your Targeted Business For A Virtual Call Centre?
The following section will help you identify potential clients and the sectors that will benefit from a virtual call centre service.
- Telemarketing operations
- Outreach business
- BPO
- E-commerce stores
- Political campaigns
- Bookkeeping services
- Non-Profit organizations
- IT support team
- Travel and tourism services
- Answering service
- Counseling service
- Freelance services
- Financial insurance services
- Mortgage brokers
- Virtual receptionist services
FAQs
What Is The Cost Of Starting A Virtual Call Centre?
The starting cost is as low as around $1850 to $12000 for start-up call centres. The Approximate cost includes the expenses of headsets, work-from-home environment, software, tools, etc.
How Do I Run A Successful Outbound Call Centre?
You can follow the steps below to make your outbound call centre business successful:
- Aim to connect with quality leads
- Regularly monitor performance metrics and update your system
- Optimise your outbound calling with a speech analytics tool to understand the sentiment of your lead better.
- Make a solid list of leads and gather as much information as possible about them.
- Use short yet informative cold emails to contact the contact.
Conclusion: How To Launch A Virtual Call Centre Successfully
And finally, we have reached the end of today’s blog post on how to launch your virtual call centre successfully.
As you can see, an individual can readily run a virtual call centre by following some basic steps. Also, the initial investment is pretty cheap.
So, the next time you are ready to open up your own remote call centre, don’t forget to check out our blog post.
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