WHAT IS A VIRTUAL CALL CENTRE?
A virtual call centre, generally speaking, is a contact centre in which customer service agents or representatives are geographically dispersed as opposed to being centrally located in a single location. “Virtual” agents work remotely or from home.
When compared to traditional call centres, virtual call centres have benefits for both their agents and employers. For the call centre agents and customer service representatives, in addition to working a call centre job from home, they often have flexible hours and no dress-code or commute. For the organization, a virtual call centre saves costs associated with call centre operations and facilities, and is ideal for companies whose business is seasonal in nature. A virtual call centre also enables a business to recruit virtual call centre agents from any geography and attract skilled customer care workers, even if they don’t live in close proximity to an office.
THE BRIGHT PATTERN VIRTUAL CALL CENTRE SOLUTION
The Bright Pattern cloud-based virtual call centre solution meets the challenges of a remote call centre and enables you to connect with your customers from anywhere in the world across all time zones. With Bright Pattern’s omnichannel contact centre software, a virtual call centre agent can see the entire customer journey across all communication channels and thereby provide a meaningful and personal virtual customer experience even if they are thousands of miles away.
The Bright Pattern virtual call centre solution allows organizations to optimize geographic presence with the ideal combination of local and remote resources. For companies needing agents to provide 24/7 support, the Bright Pattern virtual call centre solution provides them with the ability to leverage agents across multiple times zones and select the ideal remote call centre agent based on skill, costs, geography, and more. Whether an agent or call center representative is working from an office or home, the Bright Pattern omnichannel virtual call centre solution will enable them to provide customers the same level of professional service across all communication channels regardless of location.
MAINTAINS VOICE QUALITY ACROSS GEOGRAPHIES
The farther a call has to stretch geographically, the more likely voice quality will become an issue. Outbound and inbound calls suffer when there are too many hops between the remote customer and virtual call centre agent — and call distribution is key.
Bright Pattern’s Automatic Call Distribution (ACD) software routes callers to the optimal agent. Whenever customers call a cloud contact cenre and wherever they dial from, intelligent call routing will make sure they are serviced by virtual call centre agents as close to them as possible where this is the strategy.
Bright Pattern maintains several local points of presence and a large portfolio of telecom providers to ensure that callers are connected directly to agents who are answering inbound calls and located in the same geography, and they are only routed to remote locations if local agents are not available.
Businesses also need to be aware of privacy regulations that may vary by location. Some countries require that the data and recording of any call be held in the caller’s region of origin.
To ensure you remain in compliance, Bright Pattern will, where required,
- Host customer information locally in compliance with local rules
- Maintain local points of presence to store calls
- Provide local calling numbers in-country as required
You need to keep your business going no matter what interruptions local offices or business settings face. Bright Pattern understands this issue and has a robust system designed to ensure uninterrupted continuity in the case of a local disaster or facility interruption.
You can rest easy knowing that routing software is in place to ensure calls are seamlessly integrated, no matter what happens regionally. A cloud-based call will always get to where it needs to go, and the call log will allow you to stay on top of historical reporting.
The Bright Pattern virtual call centre solution gives you several options to provide business continuity and disaster recovery.
- One primary centre with a backup in case of disaster
- A central location with remote offices
- Loosely coupled regional centres
- Or several locations all managed as one tenant (i.e., call centre)
MANAGING GEOGRAPHICALLY DISTRIBUTED VIRTUAL CALL CENTRES
Bright Pattern’s virtual call centre software allows you to centrally manage and control administration while at the same time allowing local flexibility. Inbound and outbound call centres can be set up and managed individually while cooperating to maximize service levels. Quality management resources, dialling plans, and routing rules can be defined globally and executed locally. Companies are also provided with global visibility across their locations as well as consolidated reporting.
BRIGHT PATTERN VIRTUAL CALL CENTRE SUMMARY
The Bright Pattern omnichannel virtual call centre solution provides the ability for companies to deliver a consistent and personalized customer experience on any communication channel regardless of location. Remote virtual agents and customer service representatives can see the entire customer journey when required, and deliver the same professional level of service as local agents.
Bright Pattern’s cloud call centre software maintains many regional points of presence as well as a large number of regional telecom providers to ensure the highest levels of voice quality and customer satisfaction. In addition, we help you comply with data privacy laws and comply with local regulations by storing information locally where required.
For managing multiple call centres, the Bright Pattern virtual call centre solution provides you the ability to manage several locations globally while at the same time maintaining local flexibility. We ensure that you have several options to guarantee business continuity, workforce management, and global visibility across your operations.
BRIGHT PATTERN CALL CENTRE SOFTWARE
The choice of enterprises of all sizes and across various industries