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Is your Virtual Call Center Working? Measure the Right Metrics to Keep your Virtual Call Center Productive

SharpenCX

In a virtual call center, this level of disengagement could seriously affect your customer and employee loyalty. . report that engaged and satisfied call-center employees are: 8.5x report that engaged and satisfied call-center employees are: 8.5x Keeping your Virtual Call Center Employees Productive.

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An Introduction to the Virtual Call Center

Noble Systems

What is a virtual call center? Imagine a call center – a hub of inbound and outbound calls, staffed by a team of agents and managers – but the agents and managers are located off-site, whether in small groups in other offices or individually at their own homes. This is the concept of the virtual call center.

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A Virtual Call Center Could be your New Future: Maintaining Operations for a Fully Remote Team

SharpenCX

Download Now: 7 tactics to coach your agents, no matter where they’re working. As your customer service team adopts this virtual call center model, let’s review essential remote work trends you need to ensure your call center team maintains customer experience and productivity.

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Call Center for Lawyers: 15 Key Features You Need to Know

OctopusTech

Computer Telephony Integration (CTI) Most call center software comprises a CTI for connecting the function of your phone with your computer. This allows you to instantly turn your computer into a virtual call center, which helps to provide better customer service at a lower cost.

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Once in a Century

Taylor Reach Group

Many organizations are now implementing or considering retaining a portion of the contact center staff in a WFH. This approach can allow organizations to eliminate some of the more challenging and problematic elements associated with WFH, including hiring, coaching, training, mentoring, sustaining culture, and engaging front-line staff.

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What is an outbound call?

VirtualPBX

Create scripts that allow agents to be flexible and move freely as they complete their objective, ensuring opportunities for on-call coaching with whisper and barge to reach target KPIs and maximize agent engagement opportunities. Be Professional Whether your agents are part of a physical or virtual call center, professionalism is key.

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Inbound telemarketing supervisor profile

Quality Contact Solutions

Because every call requires knowledge, flexibility and a positive attitude, we know that agent support from the front-line supervisor is a critical part of the telemarketing call center team. To ensure success, Melissa must coach her team on customer service skills, upsell and cross-sell skills and order retention skills.