Virtual call center

Set up a custom virtual call center in minutes. Organize teams, facilitate teamwork, and secure data storage.

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Organize teams, secure data

Manage multiple entities

Manage teams simultaneously while ensuring separate and secure data.

Give visibility into the performance and results of projects and teams for executives and managers.
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Provide international support

Link teams working on different projects across countries quickly and in real-time.

 

Connect any member of a team to another anywhere in the world at the click of a button.

Secure data by call center

Restrict access to data and archives to manage teams, entities and external partners. Determine a user’s accessibility to different call centers.

 

Protect your data from privacy or security threats.

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Track call center KPIs

Monitor call center performances through dashboards. Gain visibility into diagnosed issues, avoided displacements, and NPS.

 

Use role based access to grant high-level access to company activities. 

Built for easy use

One-minute integrations

Integrate ViiBE into your Ticketing Solution, CRM, or Asset Management Software.

Simple management

Easily create users, expertises, call centers. Access dashboards and KPIs autonomously.

Easy onboarding

Intuitive features, self-onboarding, and the ViiBE Academy to reduce onboarding time.

Frequently asked questions

A virtual call center is like a typical contact center, except the call center agents can work remotely, even working from home and working from various time zones. Agents can make their calls via a virtual call center software, which allows companies to continue to track call center KPIs by agent or by call center despite not being on-site.

1. Decide on the purpose of your call center

 

Will you create an inbound call center or an outbound call center? This is important to decide before you hire and structure your teams. You should also note the difference between call centers and contact centers.

 

2. Hire a team of call center agents

 

With a virtual call center, the agents can be located anywhere in the world. This allows you to focus on finding the best people for the job without being limited to geography.

 

3. Equip your agents with the necessary equipment 

 

The support agents need a certain set of hardware to perform their tasks. Make sure that they have tools like headsets, laptops, and any knowledge management platforms necessary to provide a level of assistance that will create satisfied customers.

 

4. Select a virtual call center software

 

To facilitate easy access for employees, companies can use a cloud-based software that allows the team to work from anywhere in the world simply with an internet connection. 

 

5. Track your contact center KPIs 

 

An important element to consider when picking which software to use is to find one that will provide multiple levels of KPI tracking. It is important for call center managers to have visibility over the performance metrics of individual agents, teams, and the call center as a whole.

 

Once these elements are implemented, call center agents can be hired from anywhere to provide customer service.

To manage a virtual call center, provide your team with all the information they need to provide excellent customer service. Empower them by providing tools for self-service such as a well-built knowledge base with ticket archives, so they can review past client interactions. As a result, the agents can discover new ways to resolve problems, so they can improve their customer support. Additionally, it’s important to interact with your team in real-time, particularly when giving feedback or making changes to the agents’ daily processes.

A virtual call center works largely the same as a call center where agents are physically present. The main difference is that agents are not all located in the same place, but rather could be spread out around the world. Once agents have access to a remote call center platform and ticketing system, they can continue to make calls and provide customer support regardless of their locations. This allows for increased employee flexibility and has been found to reduce employee turnover.

Ready to implement visual support?

Our team is  ready to provide you with a full demo of our solution.

The solutions to your problems

ViiBE for sales

Increase sales and improve customer experience by integrating visual support into your website.

Virtual call center

Reduce downtime by reshaping the way field operators reach out to the right experts in real-time.

Ticketing solution

Generate, organize, store, and search data in tickets – standalone or integrated into your tech ecosystem.

Expertise call routing

Reduce downtime by reshaping the way field operators reach out to the right experts in real-time.

ViiBE report

Help technicians capture on-site information in an instant with autonomous report creation.

Knowledge management

Create a corporate knowledge base and reduce ramp-up times without the need for a dedicated service.

Integrate with your favorite tools

Zendesk

Zendesk

SAP

SAP

Salesforce

Salesforce

Infor ViiBE

Infor

Microsoft Dynamics

Microsoft Dynamics

IBM Maximo

IBM Maximo

Outlook email

Outlook
Email

offices