5 Ways a Virtual Contact Center gives your business a competitive edge

With rapidly changing economic scenario, businesses need communication systems that are highly dynamic. They need systems that go beyond merely providing connectivity and give the business additional benefits that provide competitive edge. This is what technologically advanced cloud telephony aims at providing your contact center.

Here are 5 ways a virtual contact center can give your business competitive edge:

1. A unified and uninterrupted communication system

A virtual contact center enables you to create a unified and intelligent communication on a single virtual number system for your offices at different locations across the globe. This helps you to streamline your business and enables you to create uniform brand identity across all locations. With cloud telephony you have the freedom to choose and drop the features as per your needs and thus ensure affordability.

Additionally, your business is up and running at all times with uninterrupted services from your virtual phone system. With its multiple call handling and auto response facilities, your businesses will not miss any calls and opportunities.

2. Makes business ready to adapt to changes

An organization’s sustainability and growth is largely dependent on its ability to respond and adapt to changes in the business environment. Cloud telephony solutions provide immense flexibility to businesses to adapt to changes as they can be modified and upgraded in no time.

For instance if you need to respond to a change in competitor’s marketing strategy in real-time then you can do so by greeting your callers with pre-recorded messages advertising your offers. Additionally if you are expanding your business, you can instantly add more extensions to your virtual number to accommodate more locations and employees. Virtual contact centers even add mobility to your business. As they entail no on-site infrastructure, you can shift location anytime without hampering business continuity.

3. Enables monitored customer interaction

The age old phrase ‘Customer is the King’, holds higher relevance today when customer is spoilt for choice and can switch loyalties at slightest dissatisfaction with a product or company. In fact over 75% of leading businesses consider customer service as prime factor determining sustainable growth. It is therefore important to continuously monitor and improvise on your customer care practices to stay ahead of the competition.

With innovative and affordable cloud telephony empowered contact centers, the call recording facilities are no longer meant for only big budget companies. They are now easily accessible even by small and midsized businesses, helping them maintain competitiveness with large scale businesses too. A virtual contact center can help track live calls and also retrieve and analyze other calls to make sure you do not miss any business opportunity or any customer over minor issues.

4. Optimize resource utilization by quantifying marketing initiatives

When you are running a business on a tight budget in a competitive sector, every penny spent has to have good returns. With cloud telephony you can easily quantify the success of your marketing channels and have credible data on the ROI each channel generates. This helps you to optimally allocate your available resources in the most profitable channels and gain competitive advantage.

5. Empowering Employees and Increasing Productivity

Your virtual contact center doubles up as an analytical tool that enhances overall employee and business productivity. It can provide detailed analysis of every business interaction, empowering employees to better resolve customer queries. It automatically generates customer database based on call records, assisting in employees in providing proactive customer support and also generating sales ready leads for future business.

With changing work patterns, companies today have scattered workforce and employees working outside office premises at flexible hours. Such workforce can be better managed with easy connectivity provided by virtual call centers.