Thinking of opening a virtual call center? Well, you are in luck. It is now easier than ever to start and run a full online call center, thanks to advancements in telecom technology. You will need a few virtual numbers and a virtual phone service with features and tools that assist your communications. Outbound calling and call recording software are two must-haves for a virtual call center to be successful.
Running a Virtual Call Center
As a virtual call center, you will be working with inbound and outbound calling for different businesses. That means you will engage in making and receiving customer calls. These calls revolve around technical and product support, sales and lead generation, and more. To run a successful call center, you must adopt important virtual communication tools. Let’s look at how outbound calling and call recording, specifically, can boost business dealings.
Benefits of Outbound Calling
Outbound calling refers to calls made by a company to its customers. This can be done in-house through a virtual outbound calling service or by outsourcing to a call center. Outbound calls occur for sales and telemarketing, feedback or verification purposes, or to update contact lists and customer data.
You can get outbound calling from a virtual service provider by adding it to your phone service. Purchase virtual numbers from United World Telecom and customize your caller ID to display one of these numbers. For example, you can have local and international numbers for different cities and states. Then, when you call a specific location, you can use a local number instead of a toll free or international number that customers are not familiar with. Unknown numbers are often ignored. Individuals are much more likely to answer the call of a local number. Outbound Calling, therefore, enables you to make long-distance and international calls with that location’s caller ID.
With outbound calling, you can follow up on customers, send them appointment and payment reminders, update customer data, collect feedback, raise funds, and more. This service gives you yet another means of staying in touch with clients and strengthening relations.
Call Recording for Quality Assurance
It’s simple: you cannot operate an efficient call center without good agents. One way to monitor and train your reps is by recording calls and reviewing them. This is a good way to maintain call center standards. It also enables record-keeping which can protect your virtual call center from business and personal liabilities and misunderstandings. More and more corporations are adopting call recording software to keep records of their customer and contact list.
Call Recording software from United World Telecom lets you record up to 100% of your calls and store them as MP3 files for up to 6 years. Additionally, you can add Call Recording to Outbound Calling to record outgoing calls as well. You can add this feature to your cart when shopping for virtual numbers.
This service can also be used to maintain compliance, depending on what sector the business you are representing comes under. For example, the financial services industry functions under the Dodd-Frank, MiFID II, and GDPR regulations and finance companies must keep up with their laws. While using call recording software, make sure you are aware of local and state regulations. Some countries do not allow recording unless one or both parties consent verbally or in their contract agreements. And so, it is important to keep these regulations in mind when choosing to record business calls.
Get Outbound Calling and Call Recording with United World Telecom
Boost your communications and sales by adding Outbound Calling and Call Recording to your office phone system. Contact us to find out how you can use these services or sign up for a virtual number and start building your virtual call center today!