Call centres have been used for years to provide customer service, telemarketing campaigns and other business support services. But virtual call centre software or cloud contact centre has added a layer of innovation.

This is a centralised office managed by agents that stands out for its ability to handle a large volume of calls.

The most innovative ones work with the WebRTC system, which can receive or make calls from any device, whether smartphone, computer or tablet, and no matter where you are. You just need an internet connection.

When we talk about providing excellent quality to the customer, call centre software is vital. Why is the service relevant?

More than three out of four consumers say that they would leave a business if customer service was poor. Having tools that improve customer service must be paramount to any business.

Here are some of the biggest benefits of having call centre software in your company:

Mobility and flexibility

Agents will be able to work both from home and abroad, all thanks to the fact that they can log on from any device, being only necessary to be connected to the Internet.

Ease of use

The agents, employees and supervisors will be able to manage the service in a very simple way because the interface of the call centres is very intuitive.

Efficiency

Incoming calls will be attended in a faster and easier way thanks to calling automation systems or ACD. The tool will rely on features such as queues with music, IVR and many more, making it more effective and efficient.

Productivity

If all employees are motivated and committed, the whole company will be fine and customers will be happier. If your agents work with the best tools, everything will be easier and business productivity will increase.

Low-cost

The great innovation of call centre software driven by the development of WebRTC technology has caused that the classic IP telephony has become outdated. You no longer have to invest a lot of money in installations, wiring, telephones or equipment.

With new VoIP telephony (the WebRTC), it will be enough to have a computer, tablet or smartphone connected to the Internet for agents to work.

Reliability

WebRTC technology emits calls in HD quality, without cuts or annoying noises. So it is more stable than the traditional IP line thanks to lower data consumption and bandwidth usage.

Today, it is clear that there are many business tactics and strategies to stand out from the competition. But it is a fact that consumers are the main basis for the growth of any company, so if resources are not focused on improving the quality perceived by customers, you may have serious problems in the future.

It should be noted that the confidentiality of information is a crucial element in any call centre software or cloud contact centre, and to ensure it a number of basic procedures must be taken into account to avoid future problems related to data theft or cyber attacks.

Users' data must be transferred outside the email, thus avoiding possible information theft in the event of attacks or losses due to failures within call centre software.

Employees should sign confidentiality agreements to shield the data they work with. In addition, hard disks and pen drives should be encrypted to prevent data leakage to possible losses.

Now that you know all the advantages that call centre software can bring to your company, all you have to do is choose the best provider of this service. Don't stay behind!

Emma Smith, PR and content manager at www.fonvirtual.com. Fonvirtual provides companies and entrepreneurs with international virtual phone numbers and other virtual services.