Five Essential Features for Virtual Contact Center

Over the past months, Clarity has introduced you to the concept of virtual contact centers and we have explored the benefits it provides to your customers. Let’s take a look at these 3CX contact center features that will elevate your client’s virtual call center to the next level.

1. The 3CX Web Client:

The beauty of virtual contact centers is that agents can work from any place in which they are, with very little setup time needed when transitioning from the office to working remotely. Agents can simply log in to their web-based web client and access full suite of communications tools.  It’s one easy to use interface for all their requirements.

The 3CX Web Client enables agents to:

  1. Take inbound calls, callbacks and outbound calls from their call queues just as they would in the office.
  2. Access live chats via their extension.
  3. Attend meetings with call center supervisors via video conferencing.

2. Digital Receptionist:

An effective IVR is the backbone of virtual contact center. Implemented correctly, it can minimize administration time for contact center agents, improve service levels and reduce overheads. Ultimately, the role of the IVR to mitigate calls wasted and consequently free agents to focus on customer experience. IVR is available for all Three license editions at no additional cost.

Use our IVR to:

  1. Automatically route customers to the correct department.
  2. Initiate phone surveys.
  3. Enable callbacks.
  4. Customize your music on hold.

3. Call Queues:

A contact center exists to boost profits. Whether that is by maximizing sales or offering support, there’s no doubt that your customers want their service levels to be as high as possible. The key to facilitating this lies in a well thought out queuing strategy. A call queue places callers in a line to be served much like waiting to be served in a store. Customers wait, listen to your music on hold and are then served by an agent as soon as one becomes available. For a virtual contact center, call queues are a vital part of the system after all, you can’t get a call from a colleague like you might in the office.

3CX call queues are flexible and can be adapted to your customers’ needs:

  1. Professional licenses include 13 polling strategies including prioritized hunts, hunt by threes and round robins.
  2. Enterprise licenses add skills-based routing to direct customers to highly skilled agents first.

4. Real-time Wallboard:

Wallboards have been an important part of contact centers since the inception of the industry and virtual contact centers are no exception. From the ‘green screens of the past to today’s HD displays, wallboard has always given contact center managers a powerful platform to manage their operations and drive performance. 3CXs wallboard shows real-time statistics for all the call queues agents and managers are members of. You can even leave motivational messages to push your virtual team towards their next goal.

Wallboard statistics include:

  1. Number of answered and missed calls.
  2. The number of requested callbacks.
  3. Average talk time.
  4. Agents busy.
  5. Average waiting time.

5. Reports and Analytics:

One of the most breathtaking things about virtual contact centers is that hiring managers are no longer limited to a specific geography when recruiting new agents. If demand rises, temps can be brought in instantly or work can be outsourced overseas to cover multiple time zones. However, this enhanced flexibility can leave management nervous as they’re no longer able to overlook performance directly. That’s where Clarity’s 3CX reporting and analytics tools come in. With over 30 customizable reports, our reports give queue managers the peace of mind they need to focus.

3CX reports include:

  1. Agent performance and productivity monitoring.
  2. Comprehensive quality of service reports to monitor customer satisfaction.
  3. Call cost and sip trunk reports to manage charges.

Clarity is proud to have been providing one premises and Cloud Hosted Telephony to the America’s and the world since 2006. Our clients are worldwide and currently using our unified communications platform. Clarity Technologies Group, LLC surpasses expectations.

 

Call Clarity at 800-354-4160 today or email us at [email protected]. We are partnered internationally around the globe and we are open seven days a week 8:30 AM to 5:00 PM EST/EDT. https://claritytg.com and https://dotmantech.com.

 

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